Sends a brief satisfaction survey after every completed job, routes happy customers to leave reviews and flags unhappy customers for immediate personal follow-up.
Quick Answer
Post-Job Survey Automation sends a brief satisfaction survey after every completed job, routes happy customers to leave reviews and flags unhappy customers for immediate personal follow-up. Ironback deploys this in 24-48 hours with a typical ROI of 3-6x within 90 days.
The Problem This Solves
You have no systematic way to measure customer satisfaction. The only feedback you get is complaints — and by then it's too late. Happy customers stay silent, unhappy customers tell 10 people, and you never know which techs consistently delight customers vs. which ones create problems. NPS, CSAT, and customer feedback are concepts from SaaS companies that trade businesses have never implemented — but desperately need.
How It Works — Step by Step
Action: Customer receives a 3-question SMS survey within 4 hours: overall satisfaction (1-5), tech professionalism (1-5), and one open-text comment field
→ Structured feedback captured at the moment of highest engagement — completion rates of 25-35%
Action: Immediate follow-up: 'Glad to hear it! Would you share that experience on Google? [direct review link]'
→ Satisfied customers converted into Google reviews at 30-40% rate — feeding the review engine
Action: Alert sent to operations manager within 5 minutes with job details, tech name, customer contact, and the specific feedback provided
→ Service recovery initiated same-day — before negative sentiment becomes a public review or lost customer
Action: Report delivered: average satisfaction by tech, by job type, and by customer segment — with trend lines and specific comments highlighted
→ Actionable quality data — identify training needs, reward top performers, and catch service issues before they compound
Questions About This Automation
Review requests focus on getting Google reviews. Post-job surveys focus on measuring and improving service quality. They work together — surveys identify happy customers and route them to leave reviews, while also catching unhappy customers before they post negative reviews.
The survey is 3 questions and takes 30 seconds. It's sent once per completed job — not repeatedly. Response rates of 25-35% indicate customers find the brevity acceptable. Customers who've completed a survey in the last 30 days are automatically excluded.
Preventing one negative Google review (worth $5K-$15K in lost revenue) pays for months of surveys. Identifying and coaching one underperforming tech based on survey data improves customer retention across all their jobs. The compound effect of systematic quality measurement drives 15-25% improvement in repeat business rates.
Book a free 30-minute call. We'll confirm this automation fits your setup and walk through exactly what deployment looks like for your business.