---
title: "Why are customers receiving two surveys per job?"
slug: "why-are-customers-receiving-two-surveys-per-job"
updated: 2026-10-16T00:53:45Z
published: 2026-10-16T00:53:45Z
canonical: "help.servicetitan.com/why-are-customers-receiving-two-surveys-per-job"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why are customers receiving two surveys per job?

## Problem

Customers received two surveys for each job.

## Solution

If a customer receives two surveys for a job, the second survey may have been sent automatically based on the Review Generation setup or was sent again manually.

### Check the survey resend conditions

1. Go to the navigation bar and click **Marketing**.
2. In the side menu, click **Reputation > Review Generation**.
3. Next to the affected survey that was sent twice, click **Edit**.
4. Click **Continue** until you reach the *Prompt* step.
5. Review the *Survey resend conditions*. When the *Enable Survey Resend* toggle is turned on, the survey is resent after the specified number of days if the customer does not click any review links. As a result, the survey is automatically sent twice if the customer remains unresponsive.
6. If you don't want to resend this survey, turn off the **Enable Survey Resend** toggle.
7. Click **Continue** until you reach the *Review & Submit* step.
8. Click **Update Survey**.

If the *Enable Survey Resend* toggle was already turned off for this survey, the survey most likely was manually resent to the customer.

### Check if the survey was resent manually

If the survey is not configured to resend automatically after a specific period of inactivity, it might have been sent manually. We recommend checking with your office employees to determine if they resent the survey.

Office employees can either resend a single survey or multiple surveys.

To resend one survey:

1. Go to the navigation bar and click **Marketing**.
2. In the side menu, go to **Reputation > Review Requests**.
3. Find the survey in the list that needs to be sent again. You can also use the *Search by Job Number* box at the top to easily search for a specific job.
4. Check the box next to the specific survey and click **Resend Survey**.

To resend multiple surveys:

1. Go to the navigation bar and click **Marketing**.
2. In the side menu, go to **Reputation > Review Requests**.
3. Select all surveys that need to be sent again in the list.
4. Click **Resend Survey**.

Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms.

**What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow.

**Also called:** Review ask, Post-job review prompt

**Tags:** Marketing Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)