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 (sidebar → Reports → Job Feedback). 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.
Log feedback a customer gave you by phone or text
When a customer tells you how a visit went without tapping the email buttons (a call, a text, a chat at the gate), log it so it counts like any other vote. Click Log feedback, pick Great Visit or Needs Work, optionally type what they said under What they said, and click Log feedback again to save. You can start from any of these places:
- A completed visit (open the visit from Completed Stops or the job's Visit history): the Customer Feedback section shows Log feedback when the visit has no rating yet.
- A job: the Customer feedback panel on the job's Visits tab has a Log feedback button. Pick which visit from the list (the newest one that can take a rating is selected for you).
- A customer: click the thumbs up / thumbs down pill in the customer header (it says No visit feedback until they have a rating), then Log feedback and pick the visit.
- The Job Feedback page: Log feedback in the header lets you search for the customer, then pick the visit.
Logged feedback counts in the stats, the By Technician breakdown and the feed, and shows Logged by with the name of whoever entered it. If the visit's service report was sent and not yet voted on, logging uses up that vote: the customer's email buttons then show "Already Submitted". Logging feedback for a visit that never got a report also counts it as a sent report, so the response rate stays accurate.
Logging needs the Correct completed visits (other people's) permission, which owners, administrators and office managers have by default. Nothing is sent to the customer, a logged thumbs up doesn't trigger a review-request text, and a logged thumbs down doesn't send the Thumbs Down on a Visit alert. A rating your team logged can be changed later (Change on the visit, or log it again); a vote the customer cast from the email can't be changed. There is no way to log feedback from the technician phone app.
Where feedback shows
- Job Feedback page (sidebar → Reports → Job Feedback): every rating, with stats.
- Customer page: the thumbs pill in the header shows their thumbs-up and thumbs-down counts (red when their latest rating is a thumbs down); click it for their latest ratings. Ratings also appear in the Overview tab's activity.
- Job page: the latest three ratings on the Overview tab, and every rated visit in the Customer feedback panel on the Visits tab. Each visit in Visit history shows a small thumb when it was rated.
- Completed visit: the Customer Feedback section, with the comment and whether it came from the email or was logged.
- Completed Stops: the Feedback column, which you can sort by.
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 |
Thumbs-down alerts
About 10 minutes after a customer taps Needs Work, owners and administrators get a Thumbs Down on a Visit notification with the customer, the tech, and the comment if they left one. It arrives as a push on the Pool Founder phone app, or an email when the push can't reach you, and opens the job. There is no text message alert. To turn it off, switch off the Jobs & Requests category in notification settings.
Thumbs downs from the last two weeks also show on the dashboard with the start of the comment. Click Follow up to open the visit and read the whole comment.
By Technician
A thumbs-up can also trigger a review-request text, if you turn that automation on — see automated texts. A thumbs-down never triggers a text.
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. Ratings marked Not the tech's fault (below) are left out of it.
Keep office problems off a tech's score
Sometimes a thumbs down has nothing to do with the visit: a billing mix-up, a missed call to the office, a schedule change the customer wasn't told about. Mark it so it doesn't count against the technician:
- 1On the Job Feedback page, find the rating in the Feedback list.
- 2Click the ⋯ button at the right of the row and choose Not the tech's fault….
- 3Optionally type Why (for example "billing mix-up"), then click Don't count it.
The row then shows an amber Not the tech's fault badge with your reason (hover it to see who marked it), and the same badge shows on the job and customer feedback lists. The rating leaves the technician's numbers right away: the By Technician card, their stop ratings (no thumbs up extra credit or thumbs down points for that visit, so their scorecard and quality bonus aren't affected), and their health score (at the next nightly update). It still counts in the company-wide Satisfaction, Thumbs Up, Thumbs Down and Comments tiles and on the dashboard, because the customer really was unhappy (or happy) with your company. To undo it, click ⋯ again and choose Count against the tech again.
Marking a rating needs the Edit employees permission (owners and administrators by default), the same one that controls Settings → Stop Ratings. It works on thumbs ups too, and on ratings your team logged. It changes nothing the customer sees and doesn't change or delete the rating itself. You can only mark it from the Job Feedback page, not from the job, customer or visit pages or the technician app. George can do it too ("that thumbs down from the Smiths was a billing issue, don't count it against Mike"), with the usual approval card.
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
Can I stop a thumbs down from counting against a technician?
Yes. On the Job Feedback page click ⋯ on the rating and choose Not the tech's fault…, optionally with a reason. It leaves that tech's By Technician numbers, stop ratings and health score, but still counts in the company's overall satisfaction. Choose Count against the tech again to undo it. Needs the Edit employees permission.
Can I add feedback a customer gave me over the phone?
Yes. Click Log feedback on the completed visit, the job's Visits tab, the customer's feedback pill, or the Job Feedback page, pick Great Visit or Needs Work, and add what they said. It counts like an email vote and shows who logged it.
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).
Will I be notified when a customer gives a thumbs down?
Yes. Owners and administrators get a Thumbs Down on a Visit push (or email) about 10 minutes after the vote, with the customer's comment when they wrote one. Thumbs up votes don't send an alert.
Can a customer change their vote?
No. Each service report accepts one vote — tapping a feedback link again shows "Already Submitted". Your team can't change a customer's vote either; only ratings your team logged can be changed.
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.