Customer Feedback

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.

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.