Create SMS surveys

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:

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Marketing > Reputation Management.

3. Select the Advanced Surveys tab.

4. 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.

• Manage surveys

Troubleshooting and FAQ

Troubleshooting

Check out common troubleshooting articles for SMS surveys. Each article provides a clear, step-by-step solution.

• Reputation review survey request wasn’t sent

• How can I disable the option of sending text messages to customers to rate the technicians' performance?

• 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

• Reputation review request survey appears as sent even though the customer's Job Notifications are off

FAQ

Check out these frequently asked questions for SMS surveys. For more, see Reputation - FAQ.