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).
⚠︎ Before starting, configure your Marketing Pro email settings under Settings > Marketing Pro > Marketing.
⚠︎ 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.