SalesThumb can send customers a short, private survey after a completed job: one question, "how likely are you to recommend us to a friend?", answered on a 0-10 scale. Owners and managers read the results in the Customer Satisfaction report. This is separate from asking for a public Google review.
When the survey is sent
The survey goes out about a day after an appointment is marked completed. It's sent by text if the customer has a phone number on file, or by email if they only have an email address. A customer with neither doesn't get one.
To keep customers from getting two messages for the same job, the survey is skipped for any job that gets a review request. That includes jobs where:
- Your shop's Auto review requests switch is on (it's on unless you've turned it off).
- A review-request automation of your own handles the ask.
- Someone on your team already sent a review request for that job by hand.
In practice, that means the survey only goes out when automatic review requests are off. If you'd rather collect private scores than public reviews, turn off Auto review requests on the Reputation page (from Growth & Marketing). See Auto-requesting Google reviews after every job for that setting.
Each job gets at most one survey, and surveys aren't sent for a shop that's been closed or frozen.
What the customer sees
The text reads along the lines of "Quick one from [your shop] — on a scale of 0-10, how likely are you to recommend us to a friend?" with a link. The email has the subject "How did we do?".
The link opens a page titled How did we do? with buttons from 0 to 10 ("Not likely" to "Very likely"), an optional comment box ("Anything you'd like to add?"), and a Submit button. No login is needed.
After they submit, they see "Thanks for the feedback!" Each link can only be answered once. If they open it again, they see the score they gave. An invalid or old link says "This link is no longer active".
Turning the survey on or off
- Go to Reports in the sidebar.
- Under Marketing, open Customer Satisfaction.
- Use the Send the post-job survey switch at the top.
The line under the switch tells you what's actually happening:
- "Off. No surveys are sent."
- "On, but skipped for every job that gets a review request. Review requests are on, so customers get one text, not two."
- "On. Sent a day after each completed job that doesn't get a review request."
Only owners, admins and managers can change the switch.
Reading the report
The report is headed How your customers rate you. Pick a window at the top right: 30 days, 90 days (the default) or 365 days. It counts surveys sent in that window.
The four tiles show:
- Surveys sent: how many went out.
- Responses: how many customers answered, with your response rate.
- Average score: the average of all scores, out of 10.
- NPS: your Net Promoter Score, with how many were promoters (9-10), passive (7-8) and detractors (0-6).
Below that, the Weekly trend table lists each Week of, the Average score that week as a bar, and the number of Responses, oldest week first. If nobody has answered yet, it says "No responses yet in this window."
Related
- Auto-requesting Google reviews after every job
- Franchisee satisfaction surveys — NPS and monthly Pulse check-ins covers a different survey, the one HQ sends to franchise owners.
Frequently asked questions
Q: Why does the report say 0 surveys sent?
A: Most likely your Auto review requests are on. The survey is skipped for every job that gets a review request, so customers only get one message. It's also possible the survey switch is off.
Q: Can a customer change their score?
A: No. Each link records one answer. Opening it again shows the score they already gave.
Q: Do customers see their answer posted anywhere?
A: No. The survey is private to your shop and only shows up in the Customer Satisfaction report. It isn't a public review.
Q: How is NPS worked out?
A: Scores of 9-10 are promoters, 7-8 are passive and 0-6 are detractors. NPS is the share of promoters minus the share of detractors.