SMS vs Email Review Requests: What Works Best for Pet Businesses?

You finish an appointment and want to ask the customer for feedback.

Should you text them?

Email them?

Or use both?

There isn't one correct answer for every pet business. The better choice depends on how your customers already communicate with you and what kind of review-request experience you want to create.

Here's how to think about it.

‍

When SMS Makes Sense

Text messages work particularly well for short, immediate communication.

Pet businesses already commonly use SMS for things like:

• Appointment reminders
• Pickup notifications
• Scheduling updates
• Service confirmations
• Quick customer questions

That makes SMS a natural place for a short review request.

A good text might look like:

Hi Sarah! Bella looked wonderful today. We'd love to hear how her visit went: [review link]

There's no need for a long explanation.

Advantages of SMS Review Requests

SMS is especially useful when you want the request to feel quick and convenient.

A customer can:

1. Open the message.
2. Tap the link.
3. Leave feedback.

For businesses that already communicate primarily through text, it can fit naturally into the existing customer journey.

When Email Makes Sense

Email gives you more space.

That means you can include:

• Business branding
• Logo
• Pet photos
• Before-and-after images
• A longer thank-you message
• Additional information
• A clear review button

For groomers and other pet businesses, the visual component can be particularly useful.

A photo of the customer's freshly groomed pet immediately makes the email more relevant.

Advantages of Email Review Requests

Email works well when you want a richer presentation.

For example:

Subject: Bella looked amazing today 🐾

Then inside:

Thanks for trusting us with Bella's groom today. We hope you loved her transformation. We'd appreciate hearing how your experience went.

Add the pet's photo and a clear feedback button.

Now the message feels connected to the appointment instead of looking like an automated marketing email.

Should You Use SMS and Email Together?

You can.

But that doesn't mean you should send both simultaneously every time.

A more thoughtful workflow might be:

Day 0: SMS review request
Later: Email follow-up if appropriate

Or:

Email first → SMS reminder

The best sequence depends on how your customers normally communicate with your business.

The key is avoiding excessive messaging.

Let Customer Data Guide Your Decision

Before deciding, ask:

• Do most customers provide mobile numbers?
• Do most provide email addresses?
• Which channel do staff already use?
• How quickly after service do you want to send the request?
• Do you want photos included?
• Are customers properly opted in for the channel you're using?

If your customers primarily communicate by text, SMS may be the natural starting point.

If you rely heavily on email and want more visual personalization, email may make more sense.

Personalization Matters More Than the Channel

The channel is only part of the experience.

Compare:

Please review our business.

with:

Hi Sarah! Bella looked adorable after her groom today. Thanks for visiting us. We'd love to hear how everything went.

The second message feels relevant regardless of whether it arrives through SMS or email.

‍

Build Around Your Customer Experience

Don't choose a channel because someone declared it the "best."

Choose the one that fits how your customers already interact with you.

Then make the message:

• Timely
• Recognizable
• Personal
• Easy to act on
• Respectful of customer preferences

ReviewCrusher allows pet businesses to send personalized review requests by SMS or email while keeping the request connected to the actual customer and pet experience.