The short answer: a good feedback text is one SMS segment (160 standard characters or fewer). It names your business in the first few words, asks one easy question, gives a link or a reply option, and ends with "Reply STOP to opt out". Send it within a few hours of the visit, during the day. Below are 30 templates for different businesses and moments, each checked with the same character counter we use for our own texts. We also cover the consent, opt-out and timing rules that keep your messages delivered.
Key Takeaways
- One segment, 160 characters. SMS splits longer messages into 153-character segments, each billed separately (Twilio).
- One emoji can triple the cost. Emoji, curly quotes and some accented letters switch a text to Unicode, which fits only 70 characters per segment. In our test, one 😊 turned a 140-character text into three segments.
- Get consent and offer an opt-out. Industry guidelines expect consent before texting and express written consent for marketing (CTIA). Opt-outs made in any reasonable way must be honored within 10 business days (FCC).
- Send between 8 a.m. and 9 p.m. That's the federal window for telephone solicitations, and a sensible rule for every business text (47 CFR 64.1200).
- Register your number. Texts from unregistered US 10-digit business numbers have been blocked since September 2023, and toll-free numbers need verification (Twilio).
- Ask one question. Every extra question costs answers. In SurveyMonkey's data, completion drops from 89% for 10-question surveys to 79% for 40 (SurveyMonkey). By text, one question is plenty.
The Anatomy of a Feedback Text
Every template below has the same five parts:
- Who you are. Your business name, early. The customer may not have your number saved, and an unfamiliar number with a bare link looks like spam. CTIA's guidelines also expect the sender to be clearly identified (CTIA).
- A personal greeting. Their first name.
- One question. "How did we do?" or "How was your visit?" is enough.
- A link or a reply option. A link to a short form, or "Reply with a number from 1 to 5".
- How to opt out. "Reply STOP to opt out."
The 160-character budget
A standard SMS holds 160 characters. Two parts of every message are fixed:
| Part | Characters |
|---|---|
| "Reply STOP to opt out" (with a space or line break before it) | 22 |
A short link, like https://yoursite.com/f/x7Kp2Q | 29 |
| Left for everything else, including names | 109 |
That's why the templates below are short. A long business name or first name can push a message over the limit, so count with your real names, not placeholders.
The emoji and curly-quote trap
Texts are sent in one of two encodings. The standard one (GSM-7) fits 160 characters. If even one character isn't in its set, like an emoji, a curly apostrophe (’) pasted from a word processor, or most accented letters in other languages, the whole message switches to Unicode, which fits only 70 characters per segment and 67 per segment once it's split (Twilio).
We ran the same messages through our counter to show the effect:
| Message | Encoding | Characters | Segments |
|---|---|---|---|
| Template 1 below, as written | Standard | 140 | 1 |
| Same message with a 😊 at the end | Unicode | 142 | 3 |
| A 105-character message typed with curly apostrophes (we’d, today’s) | Unicode | 105 | 2 |
| Spanish with accents ("¿Cómo fue tu visita?", "más") | Unicode | 144 | 3 |
| Spanish rewritten without á, í, ó, ú | Standard | 139 | 1 |
The fix: write texts in a plain-text editor, use straight apostrophes ('), and skip emoji. For Spanish, either accept the extra segments or rephrase to avoid the accented vowels (é, ñ and ü are in the standard set; á, í, ó and ú aren't).
30 Customer Feedback Text Message Templates
Replace the bracketed parts. Character counts use the first name "Jessica", the business name shown, and a 29-character link. Your count will change with your real names and link.
General feedback requests
1. After any visit (140 characters, 1 segment)
Hi [Name], thanks for visiting [Business] today! How did we do? Tell us in 30 seconds: [link] Reply STOP to opt out
2. Business name first (143 characters, 1 segment)
[Business]: Hi [Name], we'd love your feedback on today's visit. It takes under a minute: [link] Reply STOP to opt out
3. Short and casual (123 characters, 1 segment)
Hi [Name], it's [Business]. Quick question: how was your visit today? [link] Reply STOP to opt out
4. First visit (132 characters, 1 segment)
Welcome to [Business], [Name]! How was your first visit? We read every answer: [link] Reply STOP to opt out
Reply-by-text (no link needed)
These need two-way texting, so customers can reply and you can read the answers.
5. Rate 1 to 5 (125 characters, 1 segment)
Hi [Name], it's [Business]. How was your visit today? Reply with a number from 1 (poor) to 5 (great). Reply STOP to opt out
6. Rating plus comment (114 characters, 1 segment)
Hi [Name], it's [Business]. Rate today's visit from 1 to 5, and add a comment if you like. Reply STOP to opt out
7. Net Promoter Score (124 characters, 1 segment)
[Business]: How likely are you to recommend us to a friend? Reply 0 (not likely) to 10 (very likely). Reply STOP to opt out
8. Yes or no, after a support issue (99 characters, 1 segment)
Hi [Name], it's [Business]. Did we solve your issue today? Reply YES or NO. Reply STOP to opt out
By industry
9. Restaurant (139 characters with "Harbor Grill", 1 segment)
Thanks for dining with us tonight, [Name]! How was everything? Tell [Business] here: [link] Reply STOP to opt out
10. Salon or spa (140 characters, 1 segment)
Hi [Name], thanks for coming in to [Business]! How do you feel about your visit today? [link] Reply STOP to opt out
11. Dental or medical practice (128 characters with "Northside Dental", 1 segment)
Hi [Name], this is [Business]. Please tell us about your visit today: [link] Reply STOP to opt out
Keep healthcare texts general: no treatment, procedure or condition in the message, since texts can be read on a lock screen by anyone nearby.
12. Plumber, electrician or HVAC (135 characters with "Peak Plumbing", 1 segment)
Hi [Name], [Business] here. Thanks for having us out today. How did the job go? [link] Reply STOP to opt out
13. Auto repair (146 characters with "Main Street Auto", 1 segment)
Hi [Name], thanks for choosing [Business]. Is the car running well? Tell us how we did: [link] Reply STOP to opt out
14. Retail or online order (116 characters with "Willow & Co", 1 segment)
Hi [Name], your [Business] order arrived today. How did we do? [link] Reply STOP to opt out
15. Gym or fitness studio (125 characters with "Iron House Gym", 1 segment)
Hi [Name], great to see you at [Business]! How was your first class? [link] Reply STOP to opt out
16. Accountant, lawyer or consultant (139 characters with "Reed Tax Group", 1 segment)
Hi [Name], thanks for meeting with [Business] today. Was it helpful? Tell us here: [link] Reply STOP to opt out
17. Hotel or vacation rental (120 characters with "The Bayview Inn", 1 segment)
Thanks for staying with [Business], [Name]. How was your stay? [link] Reply STOP to opt out
18. Vet, groomer or pet care (139 characters with "Biscuit" and "Paws Vet Clinic", 1 segment)
Hi [Name], thanks for bringing [Pet] to [Business] today! How did the visit go? [link] Reply STOP to opt out
19. Event (117 characters with "Taco Night", 1 segment)
Thanks for joining us at [Event], [Name]! What did you think? [link] Reply STOP to opt out
Memberships and longer relationships
20. One month in (135 characters with "Iron House Gym", 1 segment)
Hi [Name], you've been with [Business] for a month now. How's it going so far? [link] Reply STOP to opt out
21. End of a class pack or program (126 characters, 1 segment)
Hi [Name], you've finished your class pack at [Business]. How was it? [link] Reply STOP to opt out
One follow-up (send it once, then stop)
22. Last reminder (128 characters, 1 segment)
Last reminder from [Business]: we'd still love to hear how your visit went. [link] Reply STOP to opt out
23. Softer reminder (132 characters, 1 segment)
Hi [Name], one last note from [Business]. If you have a minute, how did we do? [link] Reply STOP to opt out
Saying "last" up front matters. Someone deciding whether to reply STOP is really deciding whether these will keep coming.
Replies after they answer
These go in a thread the customer has just replied to. Reply the same day.
24. They were happy (97 characters, 1 segment)
Thanks so much, [Name]! We're really glad you enjoyed your visit. See you next time. [Business]
25. They weren't happy (119 characters, 1 segment)
Thank you for telling us, [Name]. I'm sorry we let you down. Could I call you today to put it right? Dana, [Business]
26. They made a suggestion (70 characters, 1 segment)
Thanks for the idea, [Name]. We've passed it to the team. [Business]
Inviting a public review (the same for everyone)
If you also want Google reviews, send the invitation to every customer who answers, whatever they rated. Sending it only to people who rated you highly is review gating, which Google's policy bans (Google).
27. Review invitation (156 characters, 1 segment)
Thanks for your feedback, [Name]! If you'd like to share your experience publicly, you can review [Business] on Google here: [link]
28. Shorter version (128 characters, 1 segment)
Thanks, [Name]. Would you also share your experience on Google? It helps others find [Business]: [link]
Spanish
29. With accents (144 characters, Unicode, 3 segments)
Hola [Name], gracias por visitar [Business] hoy. ¿Cómo fue tu visita? [link] Responde STOP para no recibir más mensajes
30. Without á, í, ó, ú (139 characters, 1 segment)
Hola [Name], gracias por visitar [Business] hoy. ¿Que tal tu visita? Cuentanos: [link] Responde STOP para cancelar
Link or Reply-by-Number?
| Reply with a number | Link to a short form | |
|---|---|---|
| Best for | One quick score | A few questions, comments, photos |
| Effort for the customer | Lowest: one tap and a digit | One tap, then a short form |
| What you need | Two-way texting and someone reading replies | A form or feedback tool |
| Can lead to a public review | Only with a second message | Yes, from the thank-you page |
If you use links, use one on a domain dedicated to your business. CTIA's guidelines say that if you use a URL shortener, it should have a web address and IP addresses dedicated to you, not a shared public shortener, and links should clearly identify who owns the site (CTIA). Carriers filter links that look like spam.
When to Send Feedback Texts
- Within a few hours of the visit. Close enough that the visit is fresh, far enough that they've left. For a job that finishes on site, an hour or two after you leave works. For deliveries, after the delivery confirmation.
- At the same point for every customer. Pick a trigger (checkout, appointment end, job sign-off) and use it for everyone. That keeps your feedback honest, and keeps you clear of review gating if you later invite reviews.
- Between 8 a.m. and 9 p.m. in the customer's time zone. Federal rules ban telephone solicitations outside those hours (47 CFR 64.1200(c)(1)), and some states set shorter windows. A feedback request isn't a sales message, but nobody wants a business text at 10 p.m. A visit that ends at 8:30 p.m. can get its text the next morning.
- One reminder at most. A single follow-up a few days later catches people who meant to answer. After that, stop.
The Rules for Texting Customers
This is a practical summary, not legal advice. Texting rules depend on your situation and state, so check with your SMS provider and a lawyer.
- Get consent when you collect the number. CTIA's guidelines, which US carriers follow, expect businesses to get a customer's consent to receive texts, and express written consent for marketing texts. An informational text is one the customer agreed to when they gave you their number. Adding a coupon code to an informational text "may place the message in the promotional category" (CTIA). A simple line at booking or checkout helps: "We'll text you after your visit to ask how it went."
- Say how to opt out, and honor it. CTIA says messages should state how to opt out, using standard "STOP" wording, and businesses should also act on normal language like "stop", "end", "unsubscribe" or "please opt me out." Under FCC rules in effect since April 11, 2025, customers can revoke consent "in any reasonable manner," and requests must be honored within 10 business days (FCC).
- Register your number. Business texts from 10-digit US numbers need A2P 10DLC registration, and unregistered traffic has been fully blocked since September 1, 2023. Toll-free numbers need a separate verification (Twilio). Your texting provider handles this, usually with sample messages, so write samples that look like what you'll actually send, business name included.
- Keep private details out. No health details, account numbers or anything you wouldn't want on a lock screen.
- Never pay for reviews. A small thank-you for answering a private survey is one thing (it may make the text promotional, see point 1). A reward for a public review is another: Google bans incentives for any review, and the FTC bans rewards conditioned on a positive review (FTC).
SMS or Email for Feedback?
Use both, for different jobs:
- Text suits a quick question right after a visit: a rating, one comment, a link to a 30-second form. It's what most customers will answer on the way out.
- Email suits longer surveys, B2B clients, and anything with more context or multiple questions. See our customer feedback email templates.
Many businesses text first and fall back to email for customers without a mobile number, or who've opted out of texts.
How Spokk Handles This
Spokk sends a short feedback request by text or email after every visit, with your business name in the message and a short per-customer link that fits the character budget. The message editor counts characters and segments as you type and warns you when an emoji or special character switches a text to Unicode. Every text ends with the opt-out line, and STOP replies are honored automatically. Low ratings reach you straight away, and every customer gets the same invitation to review you on Google.
All-in-one growth platform
Turn every visit into more revenue with Spokk
One platform handles your entire post-visit customer lifecycle. More reviews, more repeat visits, more referrals. No juggling separate tools.
Google Reviews
AI-drafted reviews customers actually post
SMS Automation
Feedback, review, and referral sequences on autopilot
Loyalty Program
QR check-in rewards that bring customers back
Referral Program
Every customer gets a unique link to send friends
Feedback Collection
Private channel for every customer after every visit
Testimonials
Video and text testimonials collected automatically
FAQs
How do you ask for customer feedback by text?
Send one short message soon after the visit: say who you are, ask one easy question, and include a link to a short form or ask them to reply with a number from 1 to 5. End with "Reply STOP to opt out". For example: "Hi Jessica, thanks for visiting Bloom Salon today! How did we do? Tell us in 30 seconds: [link] Reply STOP to opt out".
How long should a feedback text message be?
Under 160 characters, so it goes as one SMS segment. Longer messages are split into segments of 153 characters, and each segment is billed. One emoji or curly apostrophe switches the whole message to Unicode, where a segment holds only 70 characters, so a 140-character text can become three.
Do I need permission to text customers for feedback?
Yes. Industry guidelines from CTIA say businesses should get a customer's consent before texting them, and express written consent for marketing messages. Adding a coupon or offer to a feedback text can make it promotional. Ask permission when you collect the number, for example "We'll text you after your visit to ask how it went", and get legal advice for your situation.
Do feedback texts need an opt-out?
Yes. CTIA's guidelines say messages should state how to opt out, using standard wording like "Reply STOP to opt out", and businesses should honor normal-language requests like "stop" or "unsubscribe". Under FCC rules in effect since April 11, 2025, opt-out requests made in any reasonable way must be honored within 10 business days.
What time should I send feedback texts?
Within a few hours of the visit and during the day. Federal rules ban telephone solicitations before 8 a.m. or after 9 p.m. in the customer's local time, and some states are stricter. A feedback request isn't a sales message, but the same hours are a sensible rule for any business text.
Should I use a link or ask customers to reply by text?
Use a reply-by-number question (for example "Reply 1 to 5") when you want one quick score and have two-way texting. Use a link when you want a few questions, comments, or the option to post a public review afterwards. Links should use a domain dedicated to your business, not a public URL shortener.
Can I offer a discount for feedback by text?
You can offer a small thank-you for answering a private feedback survey, but it may make the text promotional, which needs express written consent. Never offer anything for a public review: Google's policy bans incentives for reviews, and the FTC bans rewards tied to positive reviews.
Free Tools
- Review Request Message Generator: ready-to-send review request texts and emails
- Review Link and QR Code Generator: your direct Google review link and a printable QR code
- Review Sentiment Analyzer: see what customers praise and complain about most
