Customer review velocity playbook for 2026
Google wants steady review growth, not one-off bursts. Use this cadence + Toolfy reminders to collect 5+ reviews per month.
Customer review velocity playbook for 2026
Google cares more about velocity (reviews per month) than hitting a magic total. Here’s how to earn 5+ reviews every month without pestering customers.
1. Assign a review owner
- Usually the office coordinator or CS lead
- KPI: 5 reviews/month on Google + 2 on Trustpilot
2. Identify “review moments”
- Day-of-service when the tech finishes and the customer is thrilled
- Day-after email when the invoice is marked paid
- 30 days later for maintenance contracts
3. Scripts
Technician handover:
“If everything looks good, mind scanning this QR to leave us a quick note? It helps other homeowners pick the right team.”
Email:
Subject: Quick favour from {{tech_name}}
Body: Hi {{first_name}}, thanks again for choosing {{business_name}}. Could you spare 30 seconds to share feedback? {{review_link}}
SMS (Toolfy Reminder):
Hi {{first_name}}, it was great working with you. Tap {{review_link}} to leave a few words—our team reads every review. — {{business_name}}
4. Automate via Toolfy Reminders
- Add a “Request review” toggle in Reminders → Customer comms
- Trigger after invoice is paid or job status = Completed
- Use merge tags so tech names/customer names personalize the message
5. Track velocity
- Create a dashboard tile: Reviews this month (manual entry or via Zapier)
- Compare against job count to get “reviews per 100 jobs”
- Celebrate internally when you hit the target (Slack #wins)
6. Respond to every review
- Google monitors owner responses; reply within 48h
- Use a simple framework: Thank them, reference the job, invite future work
7. Handle negative reviews
- Move conversation offline quickly
- Log outcome in Toolfy customer notes
- Once resolved, reply publicly with the fix so prospects see you care
Need help wiring review links into Toolfy reminders? Email support@toolfy.io and we’ll add your Google/Trustpilot URLs to the template.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How many reviews should a small service business collect monthly?
When is the best time to ask for a review?
How should I respond to negative reviews?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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