Customer feedback
Ask a customer to rate a finished repair, see every answer in one place, and follow up on the unhappy ones.
After a repair, you can ask the customer how you did. They get a short page where they give one to five stars and an optional comment. Their answers collect on the Feedback tab of Customers, so you can spot problems early.
Ask for feedback
You can ask once the repair is finished, and the customer needs an email address on file.
- Open the service order.
- On the Activity tab, choose Messages with the customer's first name.
- Click Ask for feedback.
The customer gets an email with a link to rate the repair. You can't ask about the same repair again within an hour.
What the customer sees
The page names the device and the service order, then asks them to rate it and add anything they'd like to tell you.
If they're happy and you've set a Review link in Settings › Customer messages, the thank-you page invites them to leave a Google review too. If they're not happy, it tells them the store reads every reply.
Read the answers
- Open Customers.
- Choose the Feedback tab.
The top shows your average rating, how many answers came in at each star, and how many are still waiting for an answer. Below, choose what to list:
- All
- Happy: four or five stars.
- Needs a look: three stars or fewer.
- Waiting for an answer: asked, but not answered yet.
Each answer links to the customer and the repair. An answer of three stars or fewer is marked Needs a look, with a link to text the customer and make it right.