Collect and manage customer feedback

Open Customer Feedback from the Sell & serve section of the workspace menu.

Open Survey settings and choose how long Schedmo should wait after an appointment is completed. A short delay gives the customer time to leave before the message arrives.

Choose a customer cooldown. Schedmo will not send another survey to that customer during the cooldown, even if they complete another appointment.

Choose the low-score threshold and turn on alerts. Alerts use the Business notification email configured under Settings → Notifications.

Turn on surveys. Only appointments marked Completed after the feature is enabled are scheduled; cancelled and no-show appointments never receive a survey.

Customers receive a secure email link that expires after 30 days. They can select a score from 1 to 5, add an optional private comment, and say whether the business may contact them.

Review CSAT, average score, response rate, score distribution, and recent comments from the Customer Feedback dashboard.

Treat low scores as private service-recovery opportunities. Contact a customer only when their response says contact is okay.

A customer can stop future requests from any survey link. Existing opt-outs and the configured cooldown are checked again immediately before every send.

CSAT is the percentage of submitted ratings that are 4 or 5. Feedback stays private and is not posted as a public review.