Sending Customer Satisfaction Surveys

How Surveys Work

CrewBrix sends a short satisfaction survey to your customers automatically after a job is completed. The survey asks:

1. Overall satisfaction rating (1–5 stars or a thumbs up/down, configurable).
2. One optional open-ended question (e.g. "What could we have done better?").
3. Review prompt (optional) — if the customer gives 4–5 stars, they're invited to leave a Google or Yelp review.

Surveys are sent via SMS (fastest, highest open rate) or email depending on the customer's preferred contact method.

Enabling Automatic Surveys

1. Go to Settings → Surveys → Automatic Surveys.
2. Toggle Send after completed job on.
3. Set the delay — how long after job completion the survey is sent (default: 2 hours; long enough for the technician to have left).
4. Choose the channel: SMS, email, or both.
5. Optionally customise the survey message and review platform links.

Viewing Survey Responses

All survey responses are collected in two places:

Per customer: Open the customer profile → Surveys tab. You'll see every survey sent to this customer, their response, and any written feedback.

Across all customers: Go to Team → Surveys (or Reports → Customer Satisfaction) for a dashboard showing:

• Overall satisfaction score (average rating).
• Response rate.
• Rating trend over time.
• Written feedback from recent surveys.
• Low-rating alerts (see below).

Low-Rating Alerts

When a customer submits a 1 or 2-star rating, you receive an immediate push notification so you can follow up before they write a public review.

1. Open the survey notification.
2. Read the customer's written feedback.
3. Call or text the customer to address the concern.
4. Log the follow-up in the Activity tab on their customer profile.

Responding quickly to a negative experience often turns it around — and customers who feel heard rarely escalate to a public review.

Per-Technician Scores

In Reports → Customer Satisfaction → By Technician, you can see each technician's average rating. Use this for:

• Recognising top-performing technicians.
• Identifying training opportunities.
• Pairing lower-rated technicians with a mentor.