Create SMS surveys to request reviews from your customers on popular social media and review platforms. When creating surveys, you can prioritize the review sites included in the text message. This helps you maintain a balanced presence across your supported platforms.
Setup
What you need to get started
To create SMS surveys, your account must have Marketing Pro Reputation Management. To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Required permissions
The Can access ServiceTitan Marketing Pro module permission is required to access and use the Marketing Pro module in ServiceTitan. To have this permission enabled, please contact the account administrator on your team.
Quick start guide for Advanced Survey Creation settings
To create an SMS survey using the Advanced Setup, you must first enable the Advanced Survey Creation feature:
Go to the navigation bar and click Settings
.In the side panel, go to Marketing > Reputation Management.
Select the Advanced Surveys tab.
Turn on the Enable Advanced Survey Creation toggle.
Key workflows
Best practices
We recommend using the Recommended Setup when creating your SMS surveys. This setup was created by ServiceTitan and uses settings that have historically gotten the best overall click rate. For more, see Use Recommended Setup to create an SMS survey.
Create SMS surveys
Create and send survey requests to your customers through SMS messages, helping your business generate more online reviews. You can create SMS surveys in three different ways:
Use Recommended Setup to create an SMS survey: This option is the fastest way to create a template with no customization requirements. This setup was created by ServiceTitan and uses settings that have historically gotten the best overall click rate.
Use Default Setup to create an SMS survey: This option gives you more control over your survey messages and follow-ups than the Recommended Setup. This setup was created by ServiceTitan and uses basic information that you can configure to create SMS surveys on your own.
Use Advanced Setup to create an SMS survey: This option includes advanced functions, such as landing pages. Use this setup option if you’re looking for a higher degree of audience segmentation.
Note: Using the Advanced Setup may limit the reach of your survey and the number of reviews generated.
After you create them, SMS surveys are sent to the primary phone number entered on the customer record during daytime hours. Daytime hours are from 8:00 AM–8:00 PM. Any surveys triggered outside these hours are sent to customers the following morning.
Manage SMS surveys
Manage all your surveys on the Review Generation screen, saving you time and effort. You can also view details for each survey, helping you monitor their performance.
Troubleshooting and FAQ
Troubleshooting
Check out common troubleshooting articles for SMS surveys. Each article provides a clear, step-by-step solution.
The 'Resend Survey' button isn't working on the Review Requests page
Can't add and save Business Unit to Reputation Survey or Reputation Location
FAQ
Can I generate reviews with this tool?
Yes, this tool includes Review Generation via SMS and Email.
My technicians manually send review requests after a job is complete. Will I be able to do this with Marketing Pro- Reputation?
We understand that giving technicians the ability to request reviews allows you to get reviews from customers most likely to give positive reviews. However, we strongly recommend automated review follow-ups paired with manual review requests. This ensures you are getting a review from every customer, which will increase the number of reviews.
What triggers exist to send the review request?
Currently, we trigger review requests on job completion and manual trigger. We will be adding more triggers over time.
What is the difference between the existing job completion survey and the survey in Marketing Pro - Reputation?
The existing job completion survey is set up via Settings and it has no business filter, no connection to social accounts, no social account tracking, no tech-review matching, and can add review pulling review responses.
In Marketing Pro - Reputation, the survey is set up via the Marketing tab and is customizable per business unit. It will also have social account postings, track outcomes, and tech-review matching.
Is there a way to stop a customer from receiving a review request? For example, if the job hasn’t been done well or if it’s a troubled customer, and I don’t want that review request to be sent to that customer.
You can set up your review request survey so that it excludes a specific customer tag. For example, you can create a No Survey tag type and set your reputation survey to exclude that tag under the Advanced survey filters on the Segment step of the survey builder. Then, CSRs can tag specific customers with the No Survey tag before the tech completes their job, or you can set up a quick one-field form to auto-tag a job with the No Survey tag, and then technicians can complete that form when on the job so it's auto-tagged with No Survey.
For more information on how to create a form, see Create a form in ServiceTitan.
To have more control over every review request:
- You can set up a manual trigger survey so that CSRs and techs have to manually click Request Review on the job page for the survey to be sent out.
- You can turn off the customer profile’s job notification toggle on the Edit Customer page. Remember that this turns off all job notifications, not just the reputation ones. The toggle can be turned off right before the job is completed if the review request survey is triggered by job completion and then turned back on in the future if needed.
How do we make sure the survey request doesn’t go out until the job is completed? For example, how can we prevent surveys from sending out for initial $0 jobs that technicians should come back tomorrow to complete?
When you add a sold threshold filter to the survey request, it helps in these situations. The sold threshold is a job type setting that allows you to set the dollar value when you consider a job valuable. For example, if you only want to send out reviews for jobs where the customer has paid $50 or more, you can enter $50 in the Sold Threshold Range From field. For more information on sold thresholds, see What's a sold threshold?
Will the Reputation Management job completion text surveys work if I don't have Customer Notification Job Surveys enabled in ServiceTitan? I would like to use one without the other.
Yes. As long as you have at least one active Customer Notification type located in Settings > Customer Notifications, the Reputation survey will send as expected. No need to enable the Legacy Job Completion surveys as the Reputation Management survey is similar and will replace the need for the Legacy Job Completion survey.
Is it possible to limit the number of review requests an audience member receives? Our customers receive multiple review requests because they fit the audience criteria multiple times.
You can add an advanced filter in the survey titled Exclude Last Review Request that allows you to select a time frame between when the last job was completed and the next one, a maximum of 2 months apart, to not have the survey sent to the customer again.
Can customers give written feedback when using the Internal Feedback option, or can they only select a star rating?
Customers can do both. They can select a star rating and leave written comments when leaving internal feedback.
When you turn on internal feedback, customers see:
- Smiley face ratings.
- An option to leave internal comments.
- An option to post a review on Google. This appears after they submit an internal comment.