--- title: "Manage surveys" slug: "manage-surveys" updated: 2026-10-15T00:56:51Z published: 2026-10-15T00:56:51Z canonical: "help.servicetitan.com/manage-surveys" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage surveys ## Overview Manage all your surveys on the *Review Generation* screen, saving you time and effort. You can create, edit, pause, clone, and archive your surveys as needed. You can also view details for each survey, helping you monitor their performance. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Applies to all business types - Applies to all trades #### Feature configuration - To get started with Marketing Pro Reputation, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). ## Things to know - You can pause and resume surveys. - On the *Review Generation* screen, you can only click active surveys to view more details. - The *Survey Completion* box only applies to surveys and reviews generated from the [Internal Feedback setting](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1). If you don't have the *Internal Feedback* setting enabled in an *Advanced* survey, data won't appear in this box. ## Review Generation dashboard You can view and manage all your surveys on the *Review Generation* screen. To get started: 1. Go to the navigation bar and click **Marketing**. 2. In the side menu, click **Reputation > Review Generation**. On the *Review Generation* screen that opens, you can: ![Overview of review generation status, including active and paused surveys with details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-xtw2pnhv.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) - Switch between active and archived surveys using the *Active* and *Archived* tabs. - View the following information for each survey: - **Status:** The current status of the survey. Options include *Draft*, *Live*, or *Paused*. > [!NOTE] > **Note:** The Status column is only available on the *Active* tab. - **Survey Name:** The unique name of the survey. - **Type:** The *Survey Type* selected when creating the survey. Options include *Email* or *SMS*. - **Sites:** The review sites selected when creating the survey where customers can leave feedback. - **Trigger:** The event that initiates the survey. - **BU(s):** The business units (BUs) associated with the survey. - **Total Sent:** The number of surveys sent out. - **Total Reviews:** The total number of reviews received, including internal and external reviews. - **Conversion Rate:** The percentage of customers who completed the survey. If no responses have been received, this field will be blank. - **Last Updated:** The date of the most recent update to the survey. You can click the name of any survey on the *Active* tab of the *Review Generation* screen to see more details. On the *Details* screen that opens, you can: ![HVAC job follow-up survey results showing ratings, reviews, and performance metrics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-rh58b2re.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) - **Edit**, **Pause** or **Start**, and **Clone** the survey. - View the survey's details, including its *Type*, *Location*, *Trigger*, *Listings*, and *Created* date. - Use the **Calendar** to select the date range for the *Results* section. Options include: - **Today:** From 12:00 AM to the current time - **Yesterday:** Previous day, from 12:00 AM to 11:59 PM - **Last 7 Days:** Previous 7 days, including today - **Last 30 Days:** Previous 30 days, including today - **Month to Date:** From the first of the current month to the current day - **Last Month:** Entire month before the current month. For example, if the date is July 5, the entire month of June. - **Last 90 Days:** Previous 90 days, including today - **Year to Date:** From January 1 of the current year to the current day - **Custom Date Range** - View the *Results* for the selected date range, including: - **Verified Rating:** Average rating for verified reviews. - **Top Clicked Source:** The platform where the most reviews were left. - **Verified Reviews:** Total number of verified reviews. - **Requests Sent:** Total number of survey requests sent. - **Requests Resent:** Total number of survey requests resent. - **Generation Rate:** The percentage of surveys sent that resulted in a verified or matched review. - View the *Survey Completion* details, including the number of surveys sent, clicked, and completed. - Use the *Performance* chart to track the survey's performance by month or week for the selected date range. This chart includes both internal and verified reviews. - View the latest reviews submitted for this survey. ## Create a survey 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-jjdod04d.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D)**. 2. In the side menu, click **Reputation > Review Generation**. 3. Click **Create Survey**. ![Overview of active surveys with options to create new surveys and view details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-lc6o9gjd.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) 4. Finish creating the survey. For more, see [Create email surveys](/v1/docs/create-email-surveys) and [Create SMS surveys](/v1/docs/create-sms-surveys). ## Pause a survey 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-hubwblcf.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D)**. 2. In the side menu, click **Reputation > Review Generation**. 3. Find the live survey you want to pause in the list. 4. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) **> Pause**. ![Dashboard displaying survey details with options to pause, duplicate, or archive.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-jfo3rdv6.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) 5. On the *Confirm Pause* pop-up that opens, click **Pause**. ![Confirmation dialog for pausing a survey with options to cancel or pause.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-dharyx4u.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) ## Relaunch a paused survey 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-1pdh1wjr.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D)**. 2. In the side menu, click **Reputation > Review Generation**. 3. Find the paused survey you want to launch in the list. 4. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) **> Launch**. ![Table displaying survey details with options to launch, duplicate, or archive surveys.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-tx5cj7c0.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) ## Duplicate a survey You can duplicate an existing survey to create a new one with the same settings. You can then adjust the new survey's settings as needed. This helps you avoid starting from scratch, saving time and effort. 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-8dzbfn2z.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D)**. 2. In the side menu, click **Reputation > Review Generation**. 3. Find the survey you want to duplicate in the list. 4. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) **> Duplicate**. ![Overview of survey generation with options to duplicate, pause, or archive surveys.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-9d3zaslc.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) 5. Finish creating the new survey. For more, see [Create email surveys](/v1/docs/create-email-surveys) and [Create SMS surveys](/v1/docs/create-sms-surveys). ## Archive a survey 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-ulgcytjt.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D)**. 2. In the side menu, click **Reputation > Review Generation**. 3. Find the survey you want to archive in the list. 4. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) **> Archive**. ![Survey generation interface showing active and archived surveys with various metrics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-surveys-image-pz5o3qq8.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A11Z&se=2026-10-31T01%3A42%3A11Z&sr=c&sp=r&sig=qpH42sULtLeDTIIc8FJRsehXsp%2F2DFysV3sZiyFHMic%3D) 5. On the *Archive Live Survey?* pop-up that opens, click **Confirm**. The survey is moved to the *Archived* tab on the *Review Generation* screen. ## Want to learn more? - See [Create email surveys](/v1/docs/create-email-surveys) - See [Create SMS surveys](/v1/docs/create-sms-surveys) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns