Feedbacks

Feedbacks asks clients how you did at three points in a job, and scores each person on your team. This video covers the surveys, responses and scores, sending a survey, and editing the questions.

Three surveys

Three ready-made surveys go out on their own, by email. After the estimate goes a few hours after the estimate appointment, and scores the designer. During the project goes at the stage you pick, and At completion when the job is completed. Both score the project manager.

What the client sees

The email shows the first question as five stars. One tap answers it and opens the survey at the next question, one at a time. Each client answers once, and one reminder goes three days later if they haven't.

Responses

The Responses tab shows the overall score, each survey's score, and Worth a call, for low scores and flagged answers. Rows show the client, survey, score, status, what they said, and who it's about. Chips narrow it to Not answered, Low scores, Flagged or Didn't go out.

One survey

Click a survey to see every answer, with worrying ones flagged as worth a call. If it's still waiting, click Send the reminder, Get the link, or Send again.

Scores

The Scores tab ranks your team: each person's average for each survey, overall score and answers, with the answer rate and a chart by month. The score is the first rating question.

By question and Activity

By question shows how each question was answered, star by star or choice by choice. Activity lists every survey sent, reminded and answered, and any that didn't go.

Send a survey

To send one yourself, click Send a survey. Pick the survey and the project, if there is one, check the client's name and email, and choose who it's about. Click Send, and it's emailed right away.

When they go

Owners and admins edit the Questions tab. Under When they go, set the hours after the estimate appointment, the stage that sends the mid-project survey, and what counts as a low score. A low score emails the owners.

Editing questions

Pick a survey and switch it on or off. Add questions as Rating one to five, Pick one, or Their own words. Mark Must answer, or Ask only if an earlier answer fits, and mark worrying answers to flag them. The estimate survey can use Anonymous answers. Click Save.

Your own surveys

Click New survey to make your own. Name it and choose when it goes: only when someone or an automation sends it, when a project reaches a stage, or when a service call is solved. Pick whose score it counts for, and write its questions.

When Worth a call shows a number, pick up the phone that same day, while the job is still fresh in the client's mind. Next: Training.