Using Text Messaging to Collect Reviews

SMS messages have dramatically higher open rates than email, and are typically read within minutes rather than sitting unread in an inbox — for a time-sensitive ask like a review request, this immediacy meaningfully improves response rates compared to email alone.

Text message marketing requires explicit opt-in consent under TCPA regulations — collect this consent clearly at the point of service or booking, rather than assuming a customer's phone number on file is sufficient permission to text them.

A short, direct message with a single clear link performs better than a long message — text is a format that rewards brevity, unlike email where more context is often expected and tolerated.

Sending the request shortly after the service is completed, while the experience is still fresh, produces better response rates than a delayed request sent hours or days later once the moment has passed.