(Legacy) Job Completion Survey Didn’t Send

Problem

The customer did not receive the legacy job completion survey because specific criteria weren't met.

Solution

Legacy job completion surveys are triggered only when specific criteria are met. Review each of the workflows below to determine whether the affected job meets the necessary criteria for the legacy job completion survey to be sent.

1. Check Job Completion Survey settings

2. Check Job Notifications toggles

3. Check the job convertibility

4. Check the sold threshold criteria

Note: This article only applies to the legacy job completion surveys set in Settings > Communications > Customer Notifications > Job Completion Surveys. For help with Reputation Management surveys not sending, see Reputation review survey request wasn't sent.

Check Job Completion Survey Settings

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Communications > Customer Notifications.

3. Select Job Completion Surveys and then the Settings tab.

4. Review the Exclusion Settings to see if any Business Units or Job Types have been selected for the Job Completion Survey exclusions. If no business units or job types are selected in the Exclusion Settings, go to the next section. Otherwise, go to the next step. 

5. Search for and review the affected job:        

   • If the job meets any of the exclusion criteria, this is why the job completion survey did not send for that job.

   • If the job doesn't meet any of the exclusion criteria, go to the next section.

Check Job Notifications Toggles

1. Search for and open the affected job.

2. Check to see if the Job Notifications toggle is enabled. Legacy job completion surveys require the Job Notifications toggle to be enabled on both the job record and one of the customer contact methods at the time the job is completed. Even if Job Notifications is enabled for the customer's individual contact methods, the legacy job completion survey can't send if the Job Notifications toggle isn't also enabled on the job record. If the Job Notifications toggle is currently enabled for at least one contact method and on the job record, review the job's audit trail to ensure it wasn't turned off before the job was completed and then turned on again after. The toggle must be on at the time the job was completed. Here's an example of the job audit trail showing the Job Notifications toggle was turned off:  If the Job Notifications toggle was enabled the entire time, go to the next section.

Check Job Convertibility

1. Go to the navigation bar and click Search .

2. In the Search dropdown, select Job.

3. Click the job you want to make changes. The job screen opens. 

4. From the Job screen, click Edit .  In the Edit Job screen, confirm whether No Charge/Non-Opportunity is selected. Legacy job completion surveys aren't sent for jobs with this option selected. If this option isn't selected, go to the next section. See the screenshot below for an example of a job that didn't have the legacy survey sent because No Charge/No-Opportunity was selected. 

Check Sold Threshold Criteria

1. Go to the navigation bar and click Settings.

2. In the side panel, go to Operations > Job Types.

3. Click Edit for the affected job type. 

4. Check the amount in the Sold Threshold field. 

5. Search for and open the affected job.

6. Compare the invoice total in the Completed section of the job page to the Sold Threshold in the Job Type settings.        

   • If the invoice total is less than the Sold Threshold, the job did not meet the threshold, and the legacy survey would not have been sent.

   • If the invoice total is equal to or greater than the Sold Threshold, the job met the threshold, and a legacy survey should have been sent. If the job met the sold threshold but a survey was not sent, contact Technical Support for further assistance. 

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