Automated Customer Review Collection Workflow

Steps

1. 1

   Delivery Confirmation Trigger

   Detect when order is marked as delivered (shipping tracking update or manual confirmation). Start timer for review request.

   Timing options:\n- Physical products: 14 days after delivery (time to use)\n- Digital products: 3 days after delivery\n- Services: 7 days after completion

2. 2

   Satisfaction Check

   Send brief satisfaction email first: How is your [product] performing? Simple thumbs up/down or 1-5 rating. This filters unhappy customers before asking for public review.

   Pro tip: Never send unhappy customers to public review sites. Handle their issues privately first.

3. 3

   Branch Logic

   Happy (4-5 stars): proceed to review request. Neutral (3): ask what could be better. Unhappy (1-2): route to customer service for resolution.

4. 4

   Review Request

   For happy customers: send personalized email with direct link to review platform (Google, Trustpilot, or your site). Make it one-click easy.

   Email template:\nSubject: Quick favor? (30 seconds)\nBody: Glad [product] is working well! Would you mind sharing your experience? [One-click review link]\nP.S. Your feedback helps other contractors make the right choice.

5. 5

   Incentive (Optional)

   Offer small thank-you for leaving a review: discount code for next order, free shipping, or entry into monthly drawing. Disclose incentive per FTC guidelines.

6. 6

   Follow-Up

   If no review after 7 days, send one gentle reminder. After that, stop. Never spam for reviews. Track review rate and optimize timing.

Tools Required