Reviews are important for MSPs as they build trust and credibility, and attract clients. Managed service providers often deliver hero‑level support behind the scenes but struggle to collect public praise. Steady, authentic reviews are within reach when you treat them like any repeatable IT process. Below are five field‑tested strategies that turn everyday touchpoints into five‑star endorsements and lift your map‑pack ranking at the same time.

New ticket = new review opportunity

Asking at the right moment is the single biggest lever for review growth. Satisfaction peaks the instant a ticket closes and the client’s workflow returns to normal. Reply to that resolved‑ticket email with a brief note and a direct Google review link generated inside Google Business Profile. Clients already have the incident fresh in mind, so the lift feels light and gratitude runs high. BrightLocal’s latest survey shows that eighty‑one percent of consumers still check Google reviews before choosing a provider, and they move on quickly if no recent activity exists.

Embedding the request inside your professional services automation (PSA) keeps the workflow automatic. Connect Datto Autotask, ConnectWise Manage, or HaloPSA with an email or SMS service that fires when status flips to “resolved.” GatherUp’s 2024 study revealed that pairing email and SMS in the same request generates about twenty‑six reviews per hundred invites, far above a single‑channel approach. Once the trigger is live you never forget to ask and your pipeline of fresh feedback stays healthy.

Why this works

People share reviews when the emotional payoff is immediate. Closing a ticket gives them a quick win they can rave about in under a minute, so conversion rates rise and the tone stays upbeat.

SMS while the value is fresh

Text messages cut through clutter. SimpleTexting reports that 79% of consumers opt in to texts from businesses, with open rates near 95%. Your clients already use their phones, so the channel feels natural. After a fix, send a short text: 

“Hi Sarah, your file sync is working again. Could you drop us a quick Google review here? It helps other businesses find reliable IT support.”

Quote: 79% of consumers opt in to texts from businesses, with open rates near 95%.

Keep words (in a text) under 160 characters so it displays in one bubble. Add the client’s first name and reference the solved issue so the message feels personal. Schedule during local office hours unless the ticket itself was an after‑hours rescue.

The impact

TCN’s 2024 survey found that forty‑five percent of Americans posted an online review after great customer service, and speed of communication was the top reason. SMS delivers that speed, which is why many MSPs see review capture rates double once they adopt texting.

Bake reviews into quarterly business reviews

Quarterly Business Reviews (QBRs) already show value delivered, making them a natural moment to request feedback. Right after you present reports, security updates, and roadmaps, pivot the conversation, “If we meet your goals, would you be comfortable sharing that on Google? It helps us keep growing so we can invest in new support tools for you.” Decision makers usually agree on the spot.

Send the link to your review app. Clients who leave a review during the meeting tend to reference specifics from the day’s resolved issue, producing keyword‑rich content that boosts your local authority and credibility. BrightLocal’s 2025 data notes that 88% of consumers feel positive when businesses actively respond to reviews, so thank them publicly within twenty‑four hours.

Insider tip

If your QBR cadence is biannual, run a mini‑review push whenever you wrap a major infrastructure upgrade. The project recap is already top of mind, and the organization has felt tangible benefits, so enthusiasm is high.

Show your reviews everywhere clients interact

Like anything out there, visibility breeds participation. When prospects see real deal testimonials in proposals, website hero banners, and email signatures, they recognize reviewing as a community norm. 

During sales calls, screen‑share testimonials to demonstrate social proof. Clients feel positive about a business when reviews describe detailed experiences rather than generic praise. Quoting stories about disaster recovery, phishing, and fast workstation deployment shows prospects that you understand their pain points.

How this drives new reviews

Displaying feedback signals that you value client voices. New customers want to contribute once they experience success because they now see their opinion featured alongside peers. That virtuous cycle keeps review velocity steady, a key factor for map‑pack placement.

Respond to every review and watch volume grow

Google’s own documentation states that replying to reviews builds trust with both existing and potential customers. Beyond trust, responses influence volume. Shoppers read how a business handles praise and criticism; when they see thoughtful replies they feel invited to participate. CMSWire recently reported that ninety‑seven percent of readers scan owner responses before forming an opinion.

Create a lightweight response framework. Greet the reviewer by name if available, reference the service delivered, express gratitude, and invite further contact. For negative reviews, acknowledge frustration, share a direct line, and outline one corrective step. Do not copy‑paste templates; vary language so replies look human. Aim to answer within two business days. When prospects see active engagement they understand that feedback is heard, which motivates them to leave their own comments instead of staying silent.

Data that seals the argument

BrightLocal’s 2025 survey shows that businesses responding to reviews attract twelve percent more new reviews year over year compared with those that stay quiet. The compounding effect across twelve months can lift an MSP from a handful of ratings to triple‑digit social proof, a threshold that dramatically improves click‑through rate in local search.

Automate with Cadyen’s review app

MSPs want transparency and efficiency, but handling every slice of feedback can get out of control. We built a review app that acts like a smart traffic cop for sentiments. The tool asks clients to rate their experience with a thumbs up or a thumbs down. A thumbs down triggers a private form so the MSP can address the concern directly, while a thumbs up takes users to your preferred review platform (Google, G2, or anything else you activate). 

Separating criticism from public praise protects your brand reputation, so you gain a clear line of sight into service gaps, and still collect the glowing testimonials that power local SEO. 

Frequently Asked Questions About MSP Reviews

How many Google reviews does an MSP need to rank in the map pack?

There is no magic number, but momentum often starts around forty reviews with a rating above 4.7. The real driver is steady growth. An MSP that gains five fresh reviews each month usually outranks a competitor stuck at one hundred stale reviews.

Does incentivizing reviews violate Google policy?

Offering discounts or gifts in exchange for positive reviews conflicts with the platform’s conflict‑of‑interest rule. You may ask everyone for an honest review so long as the request is identical for satisfied and unsatisfied customers. Tools like Cadyen’s sentiment filter can route feedback intelligently, but you still need to invite the same opportunity to all clients.

What is the best time to ask?

Immediately after resolving an issue or delivering a milestone. Client satisfaction peaks at that moment and the details are vivid, so the likelihood of writing a detailed review is highest.

Should I worry about negative reviews?

Negative reviews hurt only when ignored. Respond promptly, show empathy, and explain the fix. Research from Gominga indicates that customers trust a business more when they see how it handles criticism because transparency paints a believable picture.

Reviews fuel growth

Your technicians already pull off rescue missions worthy of headlines. Turning quiet victories into public praise just needs the same disciplined process you apply to backups and patching. Ask at ticket close, leverage SMS, weave the request into QBRs, showcase existing reviews, respond to every comment, and let Cadyen’s review app steer feedback so you catch issues early and publish praise widely. Flip the first switch today, watch the stars pile up, and enjoy the credibility that follows.

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