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Post-visit review capture: turning 4-stars into Google reviews in 24 hours

Most venues have 4.2 average rating because happy customers don't review and unhappy customers do. A two-touch post-visit flow flips the asymmetry: ask satisfied customers privately first, route them to Google only if they say 4+ stars.

When it fires

Trigger: customer with identified visit completed in last 24 hours. PEKO stages first touch at T+3 hours (still memorable, post-meal settled).

Message copy that works

Touch 1 (T+3h, Zalo OA): 'Cảm ơn anh/chị ghé hôm nay. Một chạm rate trải nghiệm 1–5: [emoji buttons].' Touch 2A (if 4–5★): 'Cảm ơn — nếu tiện, một review trên Google giúp quán rất nhiều [direct Google review link].' Touch 2B (if 1–3★): 'Cảm ơn anh/chị chia sẻ. Quản lý sẽ liên hệ trong 24h để hiểu rõ hơn.' Manager auto-notified.

Cadence + timing

Touch 1 fires T+3h. Touch 2 fires immediately after customer rates. If no rating in 48h, no follow-up — don't nag. Manager follow-up call for low ratings within 24h.

Expected lift

Venues report review velocity 4–8× baseline within 90 days. Average rating drifts +0.3 to +0.6 points. Low-rating private routing prevents 60–80% of would-be 1-2★ public reviews from being posted publicly.

Guardrails — don't skip these

Don't ask for Google review without the rating gate — generates 1-2★ Google reviews from upset customers. Don't incentivise reviews (Google ToS violation + biases reviews). Don't auto-respond to public reviews with templates — customers see through it. Don't run for customers who explicitly opted out of post-visit messaging.

Want the review capture flow configured? Book a 20-minute walkthrough.

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