Review Automation
Review automation is the practice of automatically sending customers a review request, usually by email or text message a set time after their visit, using contact details captured at the venue, so online review volume grows without staff effort.
Review automation is the practice of automatically asking customers for an online review, usually by email or text message a set time after their visit, so nobody on the staff has to remember. The request goes to contact details the business already holds, links directly to the review form (most often Google), and runs continuously in the background.
How WiFi-driven review automation works
Guest WiFi is a natural trigger: the venue captures an email at sign-in via the captive portal, the platform knows exactly when the visit happened, and about 24 hours later (CaptiFi's default, adjustable per venue), while the experience is still fresh, it sends a short message with a one-tap link to the venue's Google review page. No till integration or staff prompting is needed.
Why it works
- Most happy customers never think to leave a review - a timely, personal ask converts a meaningful share of them.
- Volume and recency matter for local SEO - a steady flow of recent reviews is a strong signal in Google's local ranking, ahead of a large but stale total.
- It compounds - every week of WiFi sign-ins feeds every following week of review requests.
Play by the platform rules
Google's rules prohibit "review gating", which means asking only the customers you expect to be positive, or hiding the public review link from the rest, and they prohibit offering incentives in exchange for reviews. Automation that asks everyone whose consent you hold, with the same wording and the same public link for every guest, does not gate. Offering an unhappy guest a private feedback form as well, with the public link still on it, is an extra step for them. CaptiFi works this way: ratings below the minimum you set (4 stars by default) open a private form that keeps the public links visible, so the manager hears about a problem first and the guest still decides where to post. Sending the request itself is a marketing communication, so the guest's opt-in (see PECR) must be in place.
For pubs, restaurants and salons this is usually the fastest-payback piece of WiFi marketing. See how to automate Google reviews and WiFi review automation for local SEO.
Related terms
WiFi Marketing
WiFi marketing is the practice of using a venue's guest WiFi network - typically via a captive portal - to capture customer data and deliver follow-up communications such as automated emails, SMS, review requests, and loyalty offers.
Welcome Email
A welcome email is the automated first message sent to a new subscriber shortly after sign-up - in WiFi marketing, within minutes of a guest connecting to the venue's WiFi - and it typically achieves the highest open rate of any email a business sends.
WiFi Email Capture
WiFi email capture is the technique of collecting a guest's email address as a condition of free WiFi access, typically through a captive portal's sign-in form, so the venue can send marketing communications afterwards.
Win-Back Campaign
A win-back campaign is an automated marketing flow that targets customers who have not visited or purchased for a defined period - commonly 60, 90, or 180 days - with a message or incentive designed to bring them back.
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