How do I survey customers after a job?
Short answer
Send a short survey automatically once a job is marked complete, asking one satisfaction question first so you can route the response before anything else is asked. Happy responses flow toward a review request, unhappy ones flow to a recovery workflow, and everything gets logged against the customer record.
Before you start
- Jobs or tickets marked complete in a way the platform can detect.
- A short survey drafted, ideally one core question plus optional detail.
- A review request flow and a service recovery process already in place.
- An automation tool connected to job status and contact records.
Step by step
- 1
Lead with one simple satisfaction question
A single rating question, happy, neutral, or unhappy, should come first before any open text field.
This one answer is what routes everything else that happens next.
- 2
Trigger the survey off job completion
Connect the send to the moment a job status changes to complete, with a short delay of an hour or two.
Sending too soon catches people before the work is even finished in their eyes.
- 3
Keep the whole survey under a minute
One rating question plus one optional comment field is enough. Anything longer gets abandoned halfway through.
Response rate drops sharply after the first two questions.
- 4
Route high scores toward a review request
A top rating should automatically trigger the next step, sending a review link while satisfaction is still fresh.
This turns a survey into a review pipeline instead of just data collection.
- 5
Route low scores into service recovery
A low rating should immediately alert a manager and start a recovery workflow rather than sitting in a report nobody checks.
Catching an unhappy customer within hours can save the relationship entirely.
- 6
Log every response against the customer record
Store the score and comment on the contact so future team members can see satisfaction history before their next visit.
Context from past surveys prevents repeat mistakes on return visits.
- 7
Watch for survey fatigue on recurring customers
Cap how often the same customer gets surveyed if they have frequent recurring visits, rather than after every single one.
Surveying too often trains customers to ignore the message entirely.
- 8
Review aggregate scores by crew or technician monthly
Roll up satisfaction scores by team or job type to spot patterns worth coaching on.
Individual responses matter less than the pattern they form over time.
What good looks like
- Satisfaction data gets collected automatically after every completed job.
- Happy customers flow directly into a review request while it is fresh.
- Unhappy customers get caught and addressed before they leave a public review.
- Crew and technician performance becomes visible through real customer feedback.
Common mistakes
The ways this goes wrong in marketing, and what to do instead.
Leading with an open text question›
Asking customers to write feedback before a simple rating drops response rates significantly.
Do this instead: Put one quick satisfaction rating first, then an optional comment field after.
Sending the survey too soon›
A survey sent the moment a job is marked complete can arrive before the customer has actually inspected the work.
Do this instead: Add a short delay of an hour or two after job completion before sending.
Treating every response the same›
Sending a review request to a customer who just rated their experience poorly makes a bad situation worse.
Do this instead: Route high and low scores into completely separate automated paths.
Surveying too frequently›
Recurring customers who get surveyed after every single visit stop responding within a few cycles.
Do this instead: Cap survey frequency for repeat customers to once every few visits.
Frequently asked
6 questions about survey customers after a jobRelated guides
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