Every completed maintenance visit is a chance to earn a five-star review. Collect feedback, respond fast, and build the online reputation that keeps members renewing and referrals flowing — because members who feel valued leave the reviews that sell your next membership.
a. Go to Settings > Communications > Customer Notifications and click Job Completion Surveys.
b. Click the Text tab and turn on the Enable job completion survey text messages toggle. Click Customize to edit the message template.
c. Click the Email tab and turn on the Enable job completion survey emails toggle. Click Customize to edit the email template.
⚠︎ Surveys only send when the completed job exceeds the sold threshold for its job type. If surveys aren't sending, check the threshold in Settings > Operations > Job Types.
⚠︎ Members receive recurring service visits — use the Exclude Last Review Request filter (Step 5c) to prevent survey fatigue from over-surveying frequent customers.
a. Go to Follow Up > Surveys. This tab shows completed jobs where the customer has not yet responded to the survey. Filter by business unit and job completion date.
b. Call customers who haven't responded. You can complete the survey while on the phone: open the job record and click Job Actions > Take Survey.
c. Run the Survey Report at Reports > Legacy Reports to review completed survey results including ratings and customer comments. A low rating from a member is a churn signal — follow up before the renewal window to address the issue.
⚠︎ Job completion surveys measure internal satisfaction, but they don't generate the public Google and Facebook reviews that drive local search visibility and new customer calls. To automate review collection, respond to reviews from one dashboard, and track your online reputation, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Activate Reputation Management and connect your accounts
⚠︎ Before starting, configure your Marketing Pro email settings under Settings > Marketing Pro > Marketing.
a. Go to Marketing in the navigation bar and click Activate Account. The activation wizard walks you through three steps: Add Locations, Connect to Google & Facebook, and Launch Your First Review Survey.
b. In Step 1: Add Locations, click Add Locations. Choose Import from Google Business Locations (recommended if you have management access to your Google Business Profile) or Manually Add Single Location. Associate each location with at least one business unit.
c. In Step 2: Connect to Google & Facebook, click Connect via Yext, then Sign In via Yext to connect your Google Business Profile and Facebook page. Match each location to the correct listing in Yext.
⚠︎ If another vendor manages your local listings via Yext, you must submit an ownership transfer before ServiceTitan can manage those listings. Contact your Account Manager or email LocationConflict@yext.com to initiate the transfer.
d. In Step 3: Launch Your First Review Survey, click Create Survey to set up your first review request survey. Review the pre-built message content, edit if needed, and click Save Survey > Launch Survey Now. Click Complete Activation when finished.
⚠︎ You need a configured outbound SMS phone number before you can launch an SMS survey. If one is not set up, you'll be prompted to add one during survey creation.
e. Set up alerts so your team is notified when new reviews come in. Go to Marketing > Reputation > Alerts, click Create Alert, and choose alert types such as Number of Stars (External Reviews) or No Response to flag reviews that need quick attention.
⚠︎ Locations must be associated with at least one business unit to use review generation. When multiple locations share a BU, the system automatically selects the location closest to the job site for review requests.
a. Go to Marketing > Reputation > Review Generation and click Create Survey. For SMS surveys, choose Recommended Setup (fastest, best click rate), Default Setup (more control over messages and triggers), or Advanced Setup (landing pages and segmentation). For email surveys, choose Default Setup or Advanced Setup.
⚠︎ Start with the Recommended Setup for SMS — it uses settings with the historically best click rate. Advanced Setup requires enabling at Settings > Marketing Pro > Reputation Management > Advanced Surveys and may reduce review volume.
b. Configure the survey name, business units, trigger (Job Complete or Manual Request), message content, and review sites. Prioritize Google as your first review site. For membership visits, send after the maintenance is complete — members expect a professional follow-up.
⚠︎ You cannot create both SMS and email review requests for the same business unit. Choose one channel per BU. If you need both, separate your BUs accordingly.
c. Use the Segment step in the survey builder to set audience filters. You can filter by business unit, job type, customer tags, and sold threshold (minimum invoice amount). Use the Exclude Last Review Request filter to prevent members who receive multiple visits per year from being over-surveyed.
⚠︎ Do not add Google Review links to your native ServiceTitan job completion survey SMS templates (Settings > Customer Notifications > Surveys). Adding promotional links to transactional SMS can reclassify the message under TCR, risking carrier filtering. Use Reputation Management's dedicated review surveys instead.
⚠︎ Respond to negative reviews within 24 hours. A negative review from a member signals a retention risk — the member may not renew if the issue goes unaddressed. Prioritize member complaints for personal follow-up.
a. Go to Marketing > Reputation > Reviews. This screen shows all reviews from connected sources (Google, Facebook, and other sites managed via Yext) in one place.
b. Click Add Response on any review. Type your response manually, or click Generate to use Titan Intelligence (TI) for a personalized draft. Browse multiple suggestions using the Next and Previous arrows, then click Accept and Send Reply. Your reply posts directly to the review platform.
⚠︎ Titan Intelligence responses are AI-generated and not reviewed by humans. Always verify the accuracy of the response before publishing.
c. For bulk responses, click Bulk Response to respond to multiple reviews at once. You must include a merge tag (e.g., customer first name) to personalize bulk responses.
d. Use the filter options to sort by star rating, date, source, or response status. Prioritize unresponded negative reviews first.
⚠︎ You cannot edit an existing response from within ServiceTitan. To edit a response already posted to Google, you must log into Google Business Profile directly. Yelp reviews can be monitored in Reputation Management, but you cannot reply to Yelp reviews through ServiceTitan.
a. Go to Settings > Marketing Pro > Reputation Management. Select the Review Response Generation tab. Turn on the Enable Response Generation toggle to activate Titan Intelligence AI-generated responses.
b. Choose Standard (ServiceTitan's default prompt) or Custom (edit the prompt for your brand). Select a communication style (Conversational, Professional, Witty, or Unapologetic), choose your pronoun preference (We/Are or I/Am), and configure your call-to-action per star rating (Generic, Phone, or Email).
c. Select the Google Auto Responders tab. Activate auto-responders for specific star ratings. Configure rules (e.g., respond only to reviews with no text, or only during business hours), set the wait time before responding (default: 30 minutes), and provide 3-10 response templates per star rating.
⚠︎ For membership businesses, auto-responding to 4-5 star reviews frees your team to focus manual attention on negative reviews where a personal touch can save the renewal.
a. Go to Marketing > Reputation Overview. This dashboard tracks local search rank, potential search leads, local search views, review volume, and star rating trends over time.
b. If ROI Tracking is enabled on your Location record, the dashboard also shows Reputation Business Impact and Reputation KPIs — including jobs booked, conversions, calls, and revenue attributed to your Google Business Profile.
c. Use the date range filter to compare performance month-over-month or quarter-over-quarter. Drill into individual locations to identify which are earning the highest (and lowest) customer ratings.
d. Go to Marketing > Reputation > Review Requests to track request delivery metrics: Total Requests, Sent, Delivered, Clicked, and Delivery Rate. A low delivery rate may signal outdated phone numbers or email addresses — clean up your customer contact records.
Troubleshoot — Reviews not syncing from Google/Facebook
a. Go to Marketing > Reputation > Locations and check that your Google Business Profile and Facebook page connections show as Active. If either shows an error or Disconnected status, click the location and re-authenticate via Yext.
b. Verify that the Google Business Profile or Facebook page linked in ServiceTitan matches the exact listing where customers are leaving reviews. Multiple locations or duplicate listings can cause reviews to sync to the wrong profile.
c. Check that your Reputation Locations are associated with the correct business units. If a location's BU mapping is wrong, review requests may be sent for the wrong location, and reviews may not match correctly.
d. Allow up to 24 hours for new reviews to sync. If reviews still do not appear after reconnecting and verifying the correct profile, contact your Customer Success Manager for further troubleshooting.
⚠︎ If another vendor manages your local listings (via Yext or a Yext partner), you must submit an ownership transfer before ServiceTitan can manage those listings. Contact your Account Manager or email LocationConflict@yext.com to initiate the transfer.
Average customer rating per technician from job completion surveys. Technicians with five or more completed surveys display a calculated star rating. For membership visits, consistently low ratings on maintenance jobs signal a training gap that could drive churn.
Total review count across all connected platforms. Members who receive 2-4 visits per year are your most reliable review source — if review volume is flat, check that survey fatigue filters aren't too aggressive.
Average star rating across all connected platforms. A declining rating signals service quality issues or unresolved complaints. Drill into locations to identify underperforming areas.
Percentage of reviews that have received a response. Unanswered reviews — especially negative ones — hurt search ranking and customer trust. Configure No Response alerts to catch unresponded reviews.
Percentage of review request surveys that were successfully delivered. A low rate means outdated contact information or SMS delivery issues are blocking your review pipeline.
Jobs booked, conversions, calls, and revenue attributed to your Google Business Profile. Requires ROI Tracking enabled on your Location record. This connects your reputation directly to revenue.