We recommend a review collection program that consists of two emails:
Initial email
The initial PTC thanks the customer for visiting your business and asks the customer to review his or her recent experience on Tripadvisor. Optionally, you may also invite them to respond to your guest satisfaction survey.
From our data, the optimal time is usually 1-5 days after the guest’s visit, when he/she has had sufficient time to reflect on the experience. The optimal time tends to differ depending on whether your business is a Hotel, Restaurant, or Attraction/Tour:
Based on Review Express data, initial emails sent on Monday, 10:00am tend to have the highest open rates from guests who stayed during the previous week. However, we encourage you to test different send times in order to see which one works best for your guests.
Reminder email
Not every guest who receives your initial email will take action. So it’s important to send a reminder email to non-responders 5-7 days after the initial email. From our data, we see that this tends to generate 30% more reviews.
Who are non-responders? Depending on what your CRM provider is able to track, these can be defined as guests who don’t open the email, don’t click the link, or don’t submit a review within the given time period.