SpinReview GuideQuick answer
In short: The best moment is usually much closer to the positive customer experience than most teams expect.
- 1. Positive energy fades quickly
- 2. On-site often beats later follow-up
- 3. Different touchpoints are worth testing
Many businesses ask too late. Right after a successful visit, purchase, or service is usually the point where customers are most willing to take one more easy step.
1. Positive energy fades quickly
Right after a good experience, willingness is highest. With every hour that passes, attention drops.
2. On-site often beats later follow-up
A QR scan in the venue usually performs better than a later message that disappears in a crowded inbox.
3. Different touchpoints are worth testing
The best timing can vary by industry, which is why testing several touchpoints is valuable.