Collect and manage customer feedback

On a phone, open Menu and select Customer Feedback from the Tools grid. On a larger screen, open Customer Feedback from Sell & serve in the workspace sidebar.

Open Survey settings from Customer Feedback, or search for Feedback settings in Settings. Choose Email surveys, SMS surveys, or both. For SMS, review and accept displayed charges, enable SMS in Subscription and set the monthly limit, then save your changes. A visible Save changes action appears when you edit; closing with unsaved changes asks whether to discard them.

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.

Mark the appointment Completed after surveys have been enabled. If Mark complete is still visible, the appointment is not completed and no survey is eligible yet; settle the intended invoice balance or complete the appointment explicitly. The survey delay starts from completion or the appointment end time, whichever is later. Allow up to 15 extra minutes for sending. Earlier completed appointments, cancelled appointments and no-shows are excluded.

Customers receive a secure survey link through the enabled channels. If both channels are on and both contact details are available, the same survey is sent by email and SMS; each appointment accepts one response. The link expires after 30 days and accepts a score from 1 to 5, an optional private comment and permission to make contact.

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.

Use Check queued surveys and delivery errors to open Notifications and inspect delivery status. Queued is not proof of delivery. Check contact details, enabled channels, opt-outs, cooldown and SMS limits before investigating a missing survey. Use Dismiss delivery notice to hide the current warning on this device. Dismissal does not delete or resolve delivery failures; a new or changed failure shows a new notice. SMS must use the destination country supported by the subscription. Check the notification log for the exact failure before changing settings.