Sending a post-job customer survey
Post-job surveys let you collect structured feedback from customers after a job is completed. The results feed into your customer satisfaction score and help you identify engineers or job types where experience can be improved.
How to set up and send post-job surveys
In the main navigation, open Settings and select Surveys. Here you can view and edit the default post-job survey questions.
Toggle on Automatic survey sending and set the delay in days after job completion. For example, set to 1 day to send the survey the morning after the job closes.
Each customer gets a branded email with a 1-click star rating at the top and an optional comment box. The survey is mobile-friendly and takes under a minute to complete.
Survey responses are aggregated in the Customer Satisfaction report, broken down by engineer, job type, and month. You can drill into individual responses from here.
Jobs that receive a rating of 2 stars or below are automatically flagged in your dashboard under the Follow-up required section, so you can reach out to the customer promptly.
Surveys are sent separately from review requests. You can send both — the survey collects private feedback for you, while the review request goes to Google.
Frequently asked questions
Yes. Go to Settings > Surveys > Edit questions to add, remove, or reorder questions. You can include up to 5 questions per survey. The star rating question is required and cannot be removed.
Yes. Open the customer record, go to the Preferences tab, and toggle off Post-job surveys. This customer will be excluded from all future automated survey sends.
The satisfaction score is the average star rating across all completed surveys in the selected period, expressed as a percentage. A 5-star average equals 100%. Only surveys with a submitted response are included in the calculation.
Yes. In Reports > Customer Satisfaction, click Export to download all survey responses as a CSV. The export includes the customer name, job reference, rating, comment, engineer, and submission date.
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