Service rating messages are short messages an organisation sends to a customer after a service ends, by SMS, WhatsApp or email, thanking them and asking them to rate the service provided with one tap on a link or a quick reply. A message works when it is short, personal and arrives at the right time. In this article you will find 20 ready-to-use templates in a formal tone suited to organisations in Saudi Arabia, which you can copy and adapt straight away, along with writing rules and the best times to send.
Why service rating messages matter
Many customers do not think to rate a service on their own, even when they are very satisfied. A brief message after the service reminds them while the experience is still fresh, and gives you:
- Consistent data on service quality in every branch and channel, instead of relying on complaints alone.
- A chance to recover: a dissatisfied customer who tells you in a private message gives you the chance to fix things before they leave.
- A professional impression: an organisation that asks for its customers’ views comes across as caring more about them.
- A link between the rating and the employee or order: because the message follows a specific service, the rating can be tied to it.
When to send a review request message
The right timing depends on the type of service. The table below offers general suggestions you can adjust based on your own experience:
| Type of service | Suggested time to send |
|---|---|
| Restaurant or café | Within one to two hours of the visit |
| Clinic or hospital | The same day, after the appointment |
| Maintenance or home service | Immediately after the job is closed |
| Online store | One or two days after delivery, so the customer can try the product |
| Government body or service centre | Immediately after the transaction is completed |
| Business services (B2B) | After delivery of the project or phase |
Avoid sending late at night or at prayer times, and be mindful of the weekend.
Rules for writing a message asking customers to rate the service provided
- Put your organisation’s name at the start so the customer knows straight away who is writing.
- Address the customer by name where available; personal messages get more responses.
- Be specific about the service: “your visit today” or “maintenance request no. …”, not “our services” in general.
- Include only one link, opening a single question or just a few.
- State how long it takes: “less than a minute” encourages the tap.
- Never make an incentive conditional on a positive rating, and never steer the customer towards a particular score.
- Send one message and, at most, one reminder.
- Give the customer a clear way to opt out of messages.
A practical note: an SMS written in Arabic usually fits fewer characters per segment than one written in English, so keep the text short and use a short link.
In the templates below, replace anything in braces { } with your own details.
SMS templates for service rating
1. General message after a visit
{Organisation name}: Thank you for visiting us today, {Customer name}. Rate our service in under a minute: {link}
2. Restaurant or café
{Restaurant name}: We hope you enjoyed your meal. Share your thoughts with a quick rating: {link}
3. Clinic or healthcare provider
{Provider name}: Wishing you good health. Your view of today’s visit matters to us: {link}
4. Maintenance or home service
{Company name}: Maintenance request no. {request number} has been completed. How was the service? Rate it here: {link}
5. Government body or service centre
{Agency name}: Thank you for your visit. Please rate the service provided to help us improve it: {link}
6. Rating by numeric reply (requires an SMS service that can receive replies)
{Organisation name}: How would you rate our service today? Reply with a number from 1 (poor) to 5 (excellent).
WhatsApp service rating messages
WhatsApp gives you more space and a warmer tone, but make sure you use a verified business account and follow the platform’s policies on message templates.
7. Thank-you message after a visit
Hello {Customer name},
Thank you for choosing {Organisation name} today. We would love to know what you thought of the service you received; your rating helps us do better.
Rate your experience here (under a minute): {link}
Kind regards, the {Organisation name} team
8. After delivery of an online order
Hello {Customer name},
We hope order no. {order number} reached you in perfect condition. How was your ordering and delivery experience?
Share your rating: {link}
Thank you for trusting {Store name}.
9. After a consultation or training session
Peace be upon you, {Customer name},
Thank you for attending {session name} today. Please rate the session and how useful you found it using the link below; your feedback helps us improve the content:
{link}
10. With quick-reply buttons (if the WhatsApp Business service you use supports buttons)
Hello {Customer name}, thank you for visiting {Organisation name} today.
How was your experience?[Excellent] [Good] [Needs improvement]
11. For business clients
Peace be upon you, {Contact name},
Thank you for your trust in {Company name}. We would welcome your evaluation of the service we provided during {period or project}; it takes no more than two minutes:
{link}
We are also happy to discuss any comments directly with your account manager.
12. After collecting a car from a service centre
Hello {Customer name},
We hope your car is in top condition after your visit to {Centre name}. How would you rate the service and the turnaround time?
{link}
Service rating email templates
13. General message after a service
Subject: How was your experience with {Organisation name}?
Dear {Customer name},
Thank you for choosing us. We always aim to provide a service worthy of our customers, and your opinion is the best way to learn what we got right and what needs improving.
Please take a minute to rate the service provided: {link}
Best regards, Customer Service Team – {Organisation name}
14. After completing a project or service contract for a company
Subject: Your feedback on the delivery of {project name}
Dear {Company name} team,
Now that {project name} is complete, we would value your evaluation of the quality of delivery, communication and adherence to deadlines. We have prepared a short five-question survey: {link}
Your account manager will be in touch to discuss the results and the improvement plan.
With kind regards.
15. After renewing a subscription or recurring service
Subject: Thank you for renewing – tell us what you think
Dear {Customer name},
Thank you for renewing your subscription to {service name}. As we plan improvements for the coming period, we would like to know how you rate the service over the past term: {link}
16. Email with an embedded rating question (each number is a separate link that records the answer with one click)
Subject: One question about your visit today
Dear {Customer name}, how satisfied are you with the service you received today?
1 – 2 – 3 – 4 – 5
(1 = very dissatisfied, 5 = very satisfied)
Messages for special situations
17. After closing a complaint
{Organisation name}: Dear {Customer name}, your report no. {report number} has been closed. Was the issue resolved to your satisfaction? Rate how it was handled: {link}
18. A single reminder for customers who have not rated
{Organisation name}: A gentle reminder, {Customer name}: we would still value your view of your last visit: {link}. We will not send another reminder.
19. Thank-you after a positive rating
Thank you, {Customer name}, for your kind rating. It was a pleasure to serve you, and we will pass your thanks on to the team who looked after you.
20. Follow-up after a low rating
Dear {Customer name}, we are sorry your experience was not what you expected. One of our managers will contact you within {timeframe} to understand what happened and put it right. Thank you for your honesty; it helps us improve.
Common mistakes in service rating messages
- No clear sender name: the customer may ignore it or assume it is a scam.
- Long or unfamiliar links: use a short link carrying your organisation’s name where possible.
- A long survey behind the link: the customer budgeted a minute, so do not ask for ten.
- Repeated messages: more than one reminder annoys customers and harms your organisation’s image.
- Generic, cold wording: “Dear valued customer, rate our services” is far weaker than a message that mentions the specific visit or order.
- Not acting on ratings: a customer who leaves a comment and sees no effect will not leave another.
What to do once a rating arrives
Collecting the rating is only half the job. The other half is what you do with it:
- Low rating: open a follow-up ticket immediately with a named owner and a deadline, and contact the customer.
- High rating: thank the customer and pass the praise on to the employee concerned.
- Open comments: categorise them weekly to spot recurring problems.
- Metrics: track the response rate and average rating for each channel and branch, and try adjusting the wording or timing if responses fall.
For the questions that appear after the customer taps the link, see our article on the customer evaluation form, and for a broader view of what satisfies customers in the first place, read how to satisfy customers.
General regulatory notes
Before launching a rating-message campaign, review the regulations in force in the Kingdom with your legal team or service provider, including the Personal Data Protection Law and the rules on SMS messages and sender names, as well as the WhatsApp Business platform’s policies. The general rule: message people who have actually dealt with you, for a clear purpose, and give them a way to opt out. These are general notes, not legal advice; always refer to the official sources for current requirements.
Connecting rating messages to a complete system with RateHex
The message is the delivery vehicle; what matters most is what happens after the tap. In RateHex you design the short survey the link opens, in Arabic and English with conditional questions, get a link or QR code for each branch or service, and follow results on real-time dashboards. Low ratings automatically become complaint tickets with response times and escalation, and the platform can be connected to your systems or messaging provider through APIs and webhooks, so the rating message goes out when a request is closed. See the details on our features page.
Summary
Effective service rating messages are short, personal and well timed, and carry a single link to an easy question. Choose from the twenty templates the ones that suit your channel and sector, adapt the wording to your organisation’s voice, then track the results and act on them.
Want your customers’ replies to rating messages to flow into a follow-up dashboard and automatic resolution tickets? Book a demo and we will show you how RateHex works with your communication channels.
