Use Default Setup to create an email survey

Overview

Marketing Pro Reputation lets you set up survey requests through emails using the following templates: Default Setup and Advanced Setup. The Default Setup template was created by ServiceTitan and includes basic information, such as segments and triggers. You may use the Default Setup template to have more control over your survey messages and follow-ups.

Things to know

• This article covers the Default setup for creating email surveys. See the article on Advanced Setup if you prefer to use that template.

• Email surveys are sent to the primary email address you have on the Customer Record.

Create an email survey using Default Setup

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Review Generation.        

   Note: You can also create surveys from the Monitoring section in Marketing. For more, see Manage reviews.

3. Click Create Survey.

4. To create an email survey, select Default Setup. 

5. Click Next. The Default Survey Setup screen opens.

There are four steps to take to send an email survey to your customers:

1. Step 1 Overview: Add detailed information for your email survey, including the survey name and type, event triggers, and segment.

2. Step 2 Prompt: Set the email text asking the customers to answer the review. Also, set up a follow-up email message if the customer doesn't send a review.

3. Step 3 Review Sites: Organize the websites and social media sites in the order from where you prioritize receiving email surveys. We recommend using Google as the first website from where you want to generate your reviews.

4. Step 4 Review and Submit: Finalize and start the email survey.

Step 1: Overview

1. Select Email Survey for the Survey Type, then enter the Survey Name. 

2. Click the Trigger dropdown and select an event trigger:        

   • If you keep the Job Complete trigger selected by default, only one default review request is sent per job. 

   • If you select Manual Request, then an automated Job Complete survey can't trigger for that same job. 

3. Select the individual Business Units to which the survey applies.        

   Note: To add more Business unit options to send review requests, edit your location Marketing Pro > Locations >. Select additional units and save changes.

   Tip: You can't use the same business unit (BU) in more than one survey.

4. If you want to make changes to a location, click Manage Locations.

5. When finished, click Continue. The Prompt step opens.

Step 2: Prompt

1. Edit the Email Subject, Headline, and Message Text you want to share with your customers.        

   Tip: Use merge tags to automatically populate information, such as the customer's first name, by dragging the tag into the message.

      

2. If you don't want to send a follow-up message to customers who don't respond, click Continue. Otherwise, turn on the Enable Survey Resend toggle.

3. Add the number of days to wait before sending a follow-up message to the customer. The follow-up message is automatically sent if the customer doesn't respond to the survey within the number of days shown here.

4. Edit the follow-up message to make it more personal.        

   Tip: Use merge tags to automatically populate information, such as the customer's first name, by dragging the tag into the message.

      

5. When finished, click Continue to proceed to the Review Sites step.

Step 3: Review Sites

1. Click Delete for any locations you don't want to include in the survey. 

2. (Optional) To add a location for the survey, click Add Location and then select the location from the dropdown. 

3. Decide which review sites you want to prioritize for getting business reviews. Consider factors like a site's popularity in your industry or the ones most commonly used in your area. Based on best practices, we recommend prioritizing Google for generating reviews.
   
   Next, organize the review sites in your preferred order by dragging them within the list for each location.

4. (Optional) Click Add Site to add new sites for a location. You can have up to four review sites for each location.

5. When finished, click Continue to proceed to the Review and Submit step.

Step 4: Review and Submit

Review the email survey information in this step.

• If everything is correct, click Start Survey.

• If you want to finish the survey later, click Save and Finish Later.

• To make changes to your template, click Edit.         

  Note: Your email surveys are sent as soon as the next job in one of the BUs that you chose is completed.

Pause and start a survey

If you want to stop sending SMS survey prompts for completed jobs.

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Review Generation.

3. Click Pause on the survey you want to pause.

4. On the Confirm Pause page that opens, click Pause. 

Note: To resume sending a survey prompt, click Start on a survey you previously paused.

Want to learn more?

• See Get started with Marketing Pro Reputation Management

• See Manage reviews

• See Manage review requests