When a move is complete, SmartMoving can automatically follow up with your customers to request a review. With built-in review screening and customizable email templates, you can maximize your chances of getting great public reviews, while catching bad experiences before they go live.
This article explains the full review solicitation timeline and how each part of the process works.
Step 1: Job Finalization Triggers the Review Request
As soon as a job is finalized, SmartMoving begins the review solicitation process. This applies at the job level, so if a customer has multiple jobs, each one can trigger its own review flow.
Step 2: First Review Request Email Sent
Once the job is finalized, the customer receives the first review request email. This email uses the Move Review Survey communication template, which you can customize to match your brand.
The email includes a button that links to your customer’s personalized review screen.
If Review Screening is ON:
Your customer will see a private rating screen like this:
If they leave a positive rating, they’ll be guided to a public review request screen like this:
These buttons link to your review sites, as set under Company Settings > Social Media (configurable at the company or branch level).
If they leave a negative rating, they’ll be taken to a private feedback form instead, so you can resolve the issue without a negative review going public:
If Review Screening is OFF:
Customers skip the internal screening and are taken straight to your public review links — no rating gate or pre-filtering.
We strongly recommend keeping Review Screening ON to reduce the risk of poor public reviews.
Step 3: Reminder Emails (ORM Feature Only)
If a customer doesn’t leave a rating after the first email, SmartMoving can send up to three review reminders, each with its own customizable template.
Each reminder:
Uses its own customizable communication template
Keeps pointing the customer to the screening survey, not the public review page
Triggers only if the previous message was ignored
This ensures you give customers multiple chances to share their experience, but only direct them to public sites if it’s positive.
Step 4: Final Push for Public Review (ORM Feature Only)
If your customer leaves a positive rating (e.g., 5 stars) but doesn’t go on to leave a public review, SmartMoving can send a final follow-up email.
This message:
Is only sent after a positive internal rating
Is controlled by a setting under Auto-Replies Settings
Uses the Internal Survey Reply Email Template
It’s your final nudge to encourage satisfied customers to share their experience on Google or another public site, but only once you know they’re happy.
Pro Tips
Use Review Screening to protect your online reputation.
Customize each email template to match your tone and branding.
Monitor which customers reach the public review step and follow up if needed.
If you're using the Online Reputation Management (ORM) tools, these features can help you turn happy customers into 5-star brand advocates.
Need help? Check out our Online Reputation Management Help Article or reach out to our support team.