Sending NPS Surveys

Send NPS surveys to customers via email or SMS to measure their satisfaction. You can send surveys individually or to multiple contacts at once.

Sending to an Individual Contact

To send a survey to a single contact:

1. Go to NPS Surveys in the main menu
2. Click the Send Survey button
3. Select or search for a contact
4. Choose the delivery channel:
   • Email - Sends a branded email with one-click scoring
   • SMS - Sends a text message with a survey link
5. Optionally link to a specific job or visit
6. Click Send Survey

The survey will be sent immediately and appear in your responses list once the customer responds.

One-Click Email Scoring

When you send via email, customers can click their score (0-10) directly in the email body. This makes it fast and easy for them to respond without opening a separate page.

Bulk Sending Surveys

To send surveys to multiple contacts at once:

1. Go to NPS Surveys in the main menu
2. Click the Bulk Send button
3. Select your delivery channel (email or SMS)
4. Apply filters to target specific contacts:
   • Status - Active, Inactive, or Lead contacts
   • Tags - Filter by contact tags
   • Recent visits - Only contacts with visits in the last X days
5. Review the eligible contact count
6. Click Send Surveys

Bulk Send Filters

Filter	Description
Contact status	Filter by Active, Inactive, or Lead status
Tags	Include only contacts with specific tags
Recent visit days	Only contacts who had a visit in the last N days
Consent required	Only contacts who have opted in for marketing

What Gets Skipped

During bulk sending, some contacts are automatically skipped:

• In cooldown - Received a survey within the last 90 days
• No contact method - Missing email (for email channel) or phone (for SMS)
• Invalid format - Email or phone number is invalid
• Unsubscribed - Opted out of marketing communications

The results summary shows how many were sent, skipped, and why.

Delivery Channels

Email Surveys

Email surveys include:

• Your company branding
• One-click scoring (0-10 buttons in the email)
• Link to full survey page with feedback field
• Expires after 30 days

Requirements:

• Contact must have a valid email address
• Contact must not be unsubscribed

SMS Surveys

SMS surveys include:

• Short message with survey link
• Link opens mobile-friendly survey page
• Expires after 30 days

Requirements:

• Contact must have a valid phone number
• Requires SMS credits
• Contact must not have opted out of SMS

SMS Credits

SMS surveys consume SMS credits. Check your credit balance in Settings > SMS. Learn more about SMS.

Survey Expiration

Survey links expire after 30 days. After expiration:

• The link will show an "expired" message
• The survey status changes to "expired"
• No response can be recorded

Cooldown Period

To prevent survey fatigue, contacts cannot receive another survey for 90 days after their last one. This applies whether or not they responded.

During bulk sending:

• Contacts in cooldown are automatically skipped
• The skip count is shown in the results

Manual Override

Individual surveys bypass the cooldown check. If you need to survey a contact sooner, use the individual send option. Use this sparingly to avoid annoying customers.

Automated Surveys

You can automate NPS surveys using YardPilot's automation rules:

1. Go to Settings > Automations
2. Enable the NPS Survey (10 Days After Job) rule
3. Surveys will be sent automatically when jobs are completed

See Automations for more details on setting up automated surveys.

Linking to Jobs and Visits

When sending individual surveys, you can link them to a specific job or visit:

• Linked to Job - Associates the response with a job for tracking
• Linked to Visit - Associates the response with a specific visit

This helps you correlate feedback with specific work performed.

Large Batch Processing

For batches over 25 contacts:

• Surveys are queued for background processing
• You'll see a "queued" confirmation with the batch ID
• Processing happens within minutes
• Check the responses list for delivery status

Troubleshooting

Survey Not Received

If a customer says they didn't receive the survey:

1. Check the survey status in your responses list
2. Verify the email/phone number is correct
3. Ask them to check spam/junk folders (for email)
4. Resend using the individual send option

Low Response Rates

To improve response rates:

• Time surveys appropriately (7-14 days after service)
• Use the channel your customers prefer
• Keep the request simple and brief
• Send during business hours

Related

• Understanding Scores - How NPS scoring works
• Viewing Responses - Track and analyse responses
• Automations - Set up automated surveys