Post-Service Satisfaction Survey

# Post-Service Satisfaction Survey

## Purpose
Trigger automatically after job completion to capture feedback while the experience is fresh and build a library of testimonials.

## When to Use
A short satisfaction survey sent after service delivery with star ratings, likelihood-to-recommend, and a free-text improvement suggestion field.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (ServiceM8 or HubSpot)

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## Post-Service Satisfaction Survey

**Purpose:** Capture quick, actionable feedback immediately after service delivery to measure satisfaction, identify issues early, and build a library of genuine client testimonials.

### Introduction Text
*Thank you for choosing [Business Name]. We would love to hear about your experience. This survey takes less than 2 minutes to complete.*

### Section 1: Service Details (pre-populated)
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| Client Name | Text | Pre-populated | - | Jane Smith |
| Service Provided | Text | Pre-populated | - | e.g., Plumbing Repair / Consultation / Website Build |
| Date of Service | Date | Pre-populated | - | DD/MM/YYYY |
| Technician or Team Member | Text | Pre-populated | - | e.g., Tom B |

### Section 2: Your Ratings
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| Overall satisfaction with the service | Star Rating (1-5) | Yes | - | 1 = Very Dissatisfied, 5 = Very Satisfied |
| Quality of workmanship or deliverables | Star Rating (1-5) | Yes | - | - |
| Punctuality and reliability | Star Rating (1-5) | Yes | - | - |
| Communication throughout the job | Star Rating (1-5) | Yes | - | - |
| Value for money | Star Rating (1-5) | Yes | - | - |
| Cleanliness and professionalism on site | Star Rating (1-5) | No | - | Only applicable for on-site services |

### Section 3: Recommendation
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| How likely are you to recommend us to a friend or colleague? | Scale (0-10) | Yes | NPS scale | 0 = Not at all likely, 10 = Extremely likely |
| Would you use our services again? | Radio | Yes | - | Definitely / Probably / Not Sure / Probably Not / Definitely Not |

### Section 4: Your Comments
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| What did you like most about our service? | Textarea | No | Max 500 characters | Tell us what stood out... |
| Is there anything we could have done better? | Textarea | No | Max 500 characters | We genuinely want to improve... |

### Section 5: Testimonial & Review
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| May we use your feedback on our website? | Radio | No | - | Yes, with my name / Yes, anonymously / No |
| Would you be willing to leave us a Google review? | Radio | No | - | Yes / No |

### Conditional Logic
- If average star rating is below 3, trigger internal alert to manager for immediate follow-up
- If NPS score is 9-10, show Google review request with a direct link to your Google Business Profile
- If NPS score is 0-6, hide Google review request and trigger manager follow-up call within 24 hours
- If "Would you be willing to leave us a Google review?" = "Yes", show direct link: [Insert Google Review URL]

### Submission
- **Button text:** "Submit Feedback"
- **Confirmation message:** "Thank you for your feedback. We appreciate you taking the time to help us improve."
- **Notification:** Log feedback in CRM against client record, post summary to team Slack channel, flag low scores for manager follow-up

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**Complexity:** simple | **Setup time:** 5 minutes | **Tools:** ServiceM8, HubSpot, Zapier