Service Titan Knowledge Base

Enable job completion surveys (text and/or email)Last updated on 09/09/2022


Things to know

  • By default, your job completion surveys are based on a five-star rating (rather than a 0 to 10 scale). The five-star rating makes your surveys appear more modern, similar to surveys sent out by Uber and other popular apps. This is the default setting; it is recommended that you do not change it.

  • If you want, you can change your job completion surveys to be based on a 0 to 10 scale (this is the old NPS Score setting in ServiceTitan). If you want to use the old NPS Score setting, click the Settings tab. Change the Survey Rating Type to NPS Score (0 to 10) then click Save. Remember: It is recommended that you use the default setting of Star Rating (1 to 5).

  • Job surveys trigger when the completed job exceeds the sold threshold for its job type in Settings > Operations > Job Types. Completion surveys also require at least one technician to be dispatched and arrived, and the job be in the Completed status.

  • HTML formatting does not work with text customer notifications (only email notifications). If you want to include a link in your job survey texts, you need to include the entire link without any HTML formatting. For example, use wording such as “Visit this link to leave us a review! https://link.cominstead of “Visit <a href="https://link.com">this link</a> to leave us a review”.


How to enable job completion survey texts

  1. Go to the navigation bar and click Settings image1.

  2. In the side panel click Customer Notifications. Customer Notifications opens.

  3. Click Job Completion Surveys.

    Job Completion Surveys opens.

  4. Click the Text tab to enable surveys by text.

    Note: There is no way to enable text and email notifications at the same time. If you want to enable both, you need to repeat the process for both text and email.

    In order to enable text notifications, your default SMS number should be set up. If your default SMS number is properly configured, a green checkmark appears.

    If your default SMS number is not set up, you will see a red warning sign.

    You will not be able to enable text notifications until you set up your outbound (default) SMS number.

    To set up your outbound (default) SMS number click Edit phone number and set up your default number.

  5. To enable survey texts, turn on the Enable job completion survey text messages toggle.

    Note: A default message has been set up for you. You can click Customize and change the notification message if you want.

  6. When you’re finished, click Save.


How to enable job completion survey emails

  1. Go to the navigation bar and click Settings image1.

  2. In the side panel, click Customer Notifications. Customer Notifications opens.

  3. Click Job Completion Surveys. Job Completion Surveys opens.

  4. Click the Email tab to enable job completion surveys by email.

  5. To enable job completion surveys, turn on the Enable job completion survey emails toggle.

    Note: A default email message has been set up for you. You can click Customize and change the email message if you want.

  6. When you’re finished, click Save.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.