Customer follow-up and satisfaction surveys

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

1. 1

   Trigger

   Service job completion detected

   Workflow triggers when a plumbing technician marks a service job as completed in the field service management system. Job details and customer contact information are retrieved for follow-up processing.

   ServiceTitanHousecall Pro
2. 2

   Action

   Schedule automated survey delivery

   System waits 24 hours after job completion, then sends a personalized satisfaction survey via SMS and email to the customer. Survey includes rating questions about technician performance, work quality, and overall experience.

   ServiceTitanHousecall Pro
3. 3

   Decision

   Evaluate survey response received

   Checks if customer responded to the survey within 7 days and analyzes the satisfaction score. Routes to different actions based on response status and rating level.

   ServiceTitan
4. 4

   Action

   Process low satisfaction scores

   For ratings below 3 stars, automatically creates a follow-up task for customer service manager and sends personalized apology email. High-priority flag is added to customer record for immediate attention.

   ServiceTitanHousecall Pro
5. 5

   Action

   Generate review requests

   For ratings of 4-5 stars, sends automated request asking satisfied customers to leave public reviews on Google and Yelp. Includes direct links and incentive offers for completed reviews.

   ServiceTitan
6. 6

   Action

   Update customer records

   Records survey responses in customer profile and generates billing invoice if not already created. Updates customer satisfaction score and service history for future reference.

   ServiceTitanQuickBooks for Contractors
7. 7

   Output

   Generate satisfaction report

   Creates weekly dashboard report showing customer satisfaction trends, technician performance ratings, and follow-up action items. Identifies patterns in service issues and improvement opportunities.

   ServiceTitan

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