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.
⚠︎ Install customers make a significant financial commitment. Send surveys after the final walkthrough — not when the technician leaves mid-project — so the rating reflects the complete experience.
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 on an install job warrants immediate follow-up — the customer spent thousands and expects a premium experience.
⚠︎ 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 on an install job carries outsized weight — the customer made a large purchase and potential buyers researching replacements will see it. Address the concern publicly and follow up privately to resolve.