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Automated customer review journeys

A customer review journey starts when work is marked complete. It chooses an appropriate time and message, invites honest feedback and routes responses to the team. The request is part of finishing the work rather than another task to remember.

An example of how the studio would build it. No live services are connected.

Help your reputation reflect your work.

  1. Step 01

    Work completed

    A finished job or appointment in your CRM starts the journey for that customer.

  2. Step 02

    Journey chosen

    Choose the timing, message and review link that fit the service they received.

  3. Step 03

    Review requested

    Send a personalised thank-you and a simple invitation to share an honest review.

  4. Step 04

    Reminder checked

    Send at most one gentle reminder. Stop if a response is recorded or the customer opts out.

  5. Step 05

    Team follows up

    Create a task to thank the customer, reply to their review or address feedback that needs attention.

The result

Good work gets a consistent path to genuine feedback.

Every eligible customer gets the same opportunity to leave a public review. Invitations aren’t filtered by whether their feedback is positive.

Before we connect it.

Where this is useful

Useful when a business does good work but asks for reviews inconsistently. Different services can have different timings and wording while every eligible customer receives the same opportunity to share a public review.

What we need to connect

  1. 01A dependable completed-job or completed-appointment event.
  2. 02Customer contact preferences, the service provided and the intended review destination.
  3. 03Approved messages, one reminder interval and an owner for feedback that needs attention.

What needs careful handling

Delivery, a link click and a published review are different events. Only record a review as received when there is reliable evidence. Where the destination cannot report completion, keep reminders limited and let staff record responses.

Questions people ask.

Can requests be sent only to customers who gave positive feedback?

This example gives every eligible customer the same opportunity to leave an honest public review. It does not use sentiment to filter who receives a public review invitation.

What happens when feedback needs a reply?

Create a task for the right person with the available context and pause further automated requests. A person can thank the customer or address the issue without an automated message interrupting the conversation.

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