Tracking Customer Satisfaction Scores
Trade2Base can automatically survey customers after every completed job, collect star ratings and comments, and feed the results into your reports so you always know how your team is performing.
Customers who give 4–5 stars are automatically prompted to leave a Google review. Customers who give 1–2 stars trigger an internal alert so you can follow up before they post publicly.
How to set up satisfaction surveys
In the main navigation, open Settings and select Automations from the left-hand menu. Find "Post-job satisfaction survey" in the list and toggle it on.
Set how many hours after a job is marked complete the survey should be sent. Two to four hours is a good default — long enough for the engineer to have left, but soon enough that the job is still fresh in the customer's mind.
The survey is sent to the customer's preferred contact channel. It contains a 1-5 star rating scale and an optional free-text comment box. The survey takes less than 30 seconds to complete, which maximises response rates.
Once a customer submits their rating, it appears on their customer record alongside the job it relates to. All scores are also aggregated in Reports → Customer Satisfaction, where you can see your overall score and score trends over time.
In the Customer Satisfaction report, use the filters to break scores down by engineer, job type, or date range. This helps you identify which engineers consistently score highly, which job types generate complaints, and whether scores are improving over time.
How the automatic Google review prompt works
Immediately after a customer submits a 4 or 5 star rating, Trade2Base sends a follow-up message with a direct link to your Google Business profile review page. The timing is ideal because the customer is already in a positive mindset.
When a customer gives 1 or 2 stars, no public review prompt is sent. Instead, Trade2Base creates an alert in your inbox and sends you a notification so you can contact the customer directly and resolve the issue before it escalates.
Three-star responses are recorded in your reports but do not trigger a public review request or an internal alert. You can review these manually in the Customer Satisfaction report if you want to follow up.
Frequently asked questions
Yes. Go to Settings → Automations → Post-job satisfaction survey → Edit message. You can change the subject line and body text. Keep the rating link placeholder in place — it is replaced automatically with the actual survey link when the message is sent.
Yes. When editing the automation, you can add conditions to exclude certain job types or customer tags. For example, you might exclude internal jobs or warranty revisits from the survey.
Go to Settings → Integrations → Google Business Profile and follow the connection steps. Once connected, the review prompt links directly to your profile's review page.
Yes, if you grant them access. Go to Settings → Roles → [Role name] → Permissions and enable "View own satisfaction scores". Engineers with this permission can see their scores in the Trade2Base app. They cannot see other engineers' scores.
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Automated surveys, satisfaction tracking, and Google review prompts — all running in the background while you focus on the job.
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