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Customer Feedback

Survey templates, campaigns, scheduled cadence, and Happiness / Loyalty / Effort metrics.

Survey templates, campaigns, scheduled sends, and the plain-language Happiness / Loyalty / Effort scores. For the full loop including Google review automation, see Customer Feedback Loop.

Components

  • Templates: reusable questionnaires. Four ship built in; add your own.
  • Campaigns: a template plus a trigger plus an audience filter.
  • Responses: what customers submitted (through a token-authenticated public page, no login).
  • Headline metrics: Happiness (CSAT), Loyalty (NPS), Effort (CES), all computed for you.
The Customer Feedback dashboard with Happiness, Loyalty, and Effort scores, keyword sentiment for what customers love and where they struggle, and top-rated technicians
The Customer Feedback rollup: Happiness / Loyalty / Effort up top, keyword sentiment and per-tech scores below.

Question types

Nine: rating 1-5, rating 1-10 (for NPS), rating 1-7 (for CES), yes/no, single choice, multiple choice, short text, long text, and date.

Campaign triggers

  • After a job is completed (a set number of hours later).
  • After an invoice is paid.
  • On a schedule (Weekly, Monthly, Quarterly, or Annually).
  • Manually.

Delivery

Queued surveys send on their own and stamp Sent, Failed, or Skipped per recipient. Watch the status under Insights -> Customer Feedback -> Delivery.

Google review auto-route

A response that scores at or above your Happiness threshold (default 80), when you've set a Google review URL, triggers a follow-up email inviting that happy customer to leave a public review. Click-throughs are tracked, so you can see the review-request-to-click rate.

Plan tier

Customer Feedback is on Professional and up.