Feedback on every visit, automatically
Every service report email ends with a feedback card: "How was your service today?" with a 👍 Great Visit and a 👎 Needs Work button. One tap from the customer, and the vote — plus any comment they add — lands on the Job Feedback page in your sidebar. No surveys to send, no setup.
How customers leave feedback
- 1The customer taps Great Visit or Needs Work in the service report email.
- 2A confirmation page opens showing the rating they picked, with a Confirm Feedback button. This extra tap is deliberate — email security scanners open every link in a message, and without the confirmation step they would cast phantom votes.
- 3After confirming, the page offers an optional comment box — "Want to tell us more?" — and a Send Feedback button.
Each service report accepts one vote. If the customer taps a feedback link again later, they see "Already Submitted" — votes can't be changed or double-counted.
The stats at the top
The page opens with five tiles, filtered by the time-range switch in the header (Last 30 Days / Last 90 Days / All Time):
| Tile | What it shows |
|---|---|
| Satisfaction | The percentage of responses that are positive |
| Thumbs Up | Total positive votes in the time range |
| Thumbs Down | Total negative votes in the time range |
| Response Rate | How many of your sent reports got a vote — shown as "X of Y reports" |
| Comments | How many responses included a written comment |
By Technician
The By Technician card breaks the same votes down per tech: thumbs-up and thumbs-down counts, a positive percentage, and a green/red bar so you can compare techs at a glance. It follows the same time-range switch as the stats.
The feedback feed
Below the stats, the Feedback card lists individual responses, most recent first. Filter it with the buttons in the corner: All / Thumbs Up / Thumbs Down / With Comments.
- Each row shows the vote, the customer's name, the technician, and the date.
- Comments appear in a bubble under the row.
- Click the customer's name to open the completed visit the feedback is about.
- Load more at the bottom pages through older responses.
Frequently asked questions
Do I need to turn feedback on?
No — every service report email includes the feedback card automatically. If you're not seeing responses yet, check that service report emails are going out (see the Service reports article).
Can a customer change their vote?
No. Each service report accepts one vote — tapping a feedback link again shows "Already Submitted".
Why is my response rate below 100%?
The Response Rate tile counts votes against every service report sent in the time range. Most customers simply don't vote on every visit — a partial response rate is normal.