With post-job follow-ups, you can easily monitor customer satisfaction with your services. When a job is marked as Complete, Zenbooker will email the customer a link to rate their service. In addition to rating their service, customers can also add comments about their experience.
The results of these customer feedback ratings are emailed to the account admin, and attached to the job,
You can also invite customers who rate your service positively to leave reviews for your business on review sites like Google and Facebook.
How customer feedback collection works
Mark a job Complete in the Zenbooker admin or mobile web app.
If the Job Follow-up email is enabled in your client notification settings, Zenbooker will automatically send the customer an email asking them to rate their service. The email will include a link to your Zenbooker-hosted customer feedback form.
The customer rates their service and can optionally add any feedback or comments. This rating and the comments they submit are the internal customer feedback that is attached to the job and emailed to the business owner.
After the customer submits their internal job rating, optionally invite them to rate your business on review sites.
Enabling the post-job feedback request email
You need to enable the Job Follow-up email to collect customer feedback about the quality of their service.
Click on the Job Follow-up notification
Make sure the email is turned on
When the job follow-up email is enabled, Zenbooker automatically sends it to customers whenever a job is marked Complete.
Clicking Edit email allows you to fully customize the content and formatting of the job follow-up email to match your brand. Learn more about editing and customizing email notifications.
Customizing your feedback collection form
You can customize the text and labels on your customer feedback form in Settings > Feedback & Reviews.
You can use this customizability to respond to customers who rate their service poorly by adding a custom message that will appear if the rating is at or below a set number of stars.
To set a custom message that will be shown for unhappy customer ratings:
Go to Settings > Feedback & Reviews.
Scroll down to Feedback submission confirmation.
In the dropdown under Display custom message for ratings that are... select the rating threshold required for the custom message to be shown.
Enter the custom message for ratings that meet your criteria. We recommend encouraging customers to contact you to see if you can make it up to them. If you'd like customers to contact you, remember to include your business phone number in the message.
Adding review site links to your feedback form
After customers submit their internal service ratings, you can invite them to rate your business on review sites where you have a listing.
Supported review sites that you can link to:
Google
Facebook
Nextdoor
HomeAdvisor
Thumbtack
Angi (formerly Angie's List)
YellowPages
To get started, go to Settings > Feedback & Reviews, and scroll down to Review sites. Click the Connect button next to the review site you'd like to add, and then fill out the required info.
If service territories are enabled for your account and your business has multiple listings on the same review site for different locations, you can specify which listing should be used based on the service territory where the job is located.