A short survey after each job catches problems before they become bad reviews. Here is how to set one up and act on what customers say.
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Why ask customers what they think
Most unhappy customers never complain. They just stop calling and quietly book someone else. A short survey after each job tells you what is working, catches problems before they become bad reviews and shows customers that you care about their experience.
Keep it short
One to three questions is enough. The most common is a 0 to 10 rating: "How likely are you to recommend us to a friend?" Add one open question: "What could we have done better?"
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Send it right after the job
Send the survey by text or email within a day of the service, while the experience is fresh. Surveys sent weeks later get fewer answers and less useful feedback.
Act on low scores fast
When a customer gives a low score, the owner or a manager should call within a day. Listen, apologize where needed and fix the problem. Many unhappy customers become loyal after a fast, honest response.
Turn high scores into reviews
Customers who give a 9 or 10 are the best candidates for a Google review. Thank them and send the review link right away.
Look for patterns
- Late arrivals mentioned again and again.
- One technician with lower scores.
- Confusion about pricing or invoices.
Patterns show where to train, where to change the process and where to praise.
Share results with the team
Read positive comments in the Monday meeting and recognize the technicians customers mention. Discuss negative patterns without blaming individuals in front of the group.
Simple tools
Many field service platforms send surveys automatically after a job is closed. A simple online form sent by text also works.
Track the score over time
Follow the average score and the response rate each month. A steady score shows consistency. A falling score is an early warning that something changed.
Close the loop
When a customer's suggestion leads to a change, tell them. A short message like "You mentioned our arrival windows were too wide. We changed them to two hours. Thank you for the feedback" turns a critic into a fan.
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Frequently asked questions
What questions should a service business survey ask?
Keep it to one to three questions, such as a 0 to 10 rating of how likely the customer is to recommend you and an open question about what could have been better.