Why HVAC needs review automation
Most homeowners search online when their AC fails or heating stops. They scan the map, look at ratings, and read a few reviews. In many cases, they call the first one or two companies that look safe.
If your rating is lower than nearby competitors or your last review is months old, you lose calls. Automation solves the two real problems. Your technicians forget to ask, and your office staff is too busy to chase reviews manually.
Key HVAC touchpoints
Good review request moments in HVAC include.
- After a successful repair when the system is running again.
- After a new install once the walkthrough is complete.
- After seasonal tune ups where the visit is planned.
Avoid sending review requests during disputes, callbacks, or open warranty issues. Fix the problem first.
HVAC review workflow
- Capture the customer mobile number at booking and confirm permission for updates.
- When the job is marked complete in your system, trigger an SMS that asks if everything went well.
- Use sentiment analysis to classify the reply. Happy, unclear, or unhappy.
- For happy customers, send a short message with your Google review link.
- For unclear or negative replies, send a thank you and route the thread to your dispatcher or owner to follow up by phone.
One reminder is enough. If they do not respond after that, move on.
Common pitfalls
- Overloading technicians with manual steps. Keep it automatic once they close the job.
- Asking for a review when the issue is still unresolved. This creates negative reviews.
- Letting templates respond to serious complaints. Always review those by hand.
Metrics to track
- Percentage of jobs that receive a review request.
- Reply rate to the first SMS.
- Positive versus negative sentiment ratio.
- Change in rating and review count each month.
If you send many requests but see few replies, improve timing and wording. If you see many neutral or negative replies, look for patterns in technician notes and job types.
Learn more
This playbook focuses on HVAC. To see the full framework, including sentiment analysis, routing rules, and examples from other industries, use the main guide.
Read the full guide to automated reputation management