After every visit, purchase or ticket, the customer gets a short survey on WhatsApp, and a bad rating reaches you in minutes before it becomes a public comment.
A short survey on WhatsApp after every visit alerts you to an unhappy customer within minutes and invites happy ones to review you on Google, with a clear satisfaction score on your home screen.
13 tasks2 FAQs
What the system does
A satisfaction survey sent automatically on WhatsApp
It won't annoy the customer
Answer page
Happy customer (9 to 10)
Unhappy customer (0 to 6)
NPS score for the last 30 days
Tasks
01How do I create a new customer satisfaction survey?
Go to the Surveys menu.
Click the Create new survey button to open the setup window.
Enter survey name, and specify automated trigger event (Trigger such as: after reservation or visit completion, after closing a support ticket, or after a POS purchase).
Write the primary question text (e.g., "How likely are you to recommend our services to a friend or relative?") and thank-you message, then click Save survey.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Manage
02How do I configure delay and cooldown periods to prevent customer fatigue?
In the survey editing window under Surveys.
Set Delay after event in minutes (e.g., 30 minutes after visit ends to ensure the customer has arrived home).
Set Cooldown period in days in the "Do not ask the same customer before" field (e.g., 90 days), preventing survey invites from being resent to the same person during that timeframe.
Click Save.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Manage
03How do I add detailed follow-up questions to the survey?
On the survey setup page in Surveys.
Navigate to the Additional questions section.
You can add up to 5 short text response questions (such as: "How would you rate cleanliness?", "What did you think of service speed?").
Click Save changes.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Manage
04How do I link the survey to Google Reviews to drive positive public ratings?
On the survey page under Surveys.
Place your company's Google Maps link in the Your Google review link field.
The system automatically redirects satisfied customers (who rate 9 or 10) directly to your Google page inviting them to share their positive review publicly.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Manage
05How do I send a survey link manually to a specific customer?
In the Surveys table, select the active survey.
Click the actions button and select Send to a customer.
Enter the customer's mobile number and name, and click Send; the system dispatches a personalized WhatsApp message containing a one-time custom link.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Send
06How do I review incoming customer ratings and feedback?
Go to the Customer feedback menu.
Review all incoming ratings: customer name, mobile number, score from (0 to 10), category, written comment, and response date.
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / View
07How does the system categorize customer satisfaction scores using NPS?
In the Customer feedback list, the system segments customers into 3 categories:
Promoters: score 9 to 10 (highly satisfied customers eager to recommend).
Passives: score 7 to 8 (satisfied but unenthusiastic).
Detractors: score 0 to 6 (customers who had a negative experience).
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / View
08How does the system automatically handle negative feedback from detractors?
As soon as a customer submits a low score (0 to 6), the system dispatches an urgent alert to the customer service manager titled "Unhappy customer - reach out", and lists the record under "Awaiting call" to resolve the issue before it escalates into a public negative review.
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / View
09How do I log follow-up actions and contact with an unhappy customer?
In the Customer feedback table, locate the review with status "Awaiting follow-up".
Click the actions button and select Record follow-up.
Summarize the outcome in the "What happened with the customer?" field (e.g., called customer, apologized, offered 15% discount, customer satisfied).
Click Save follow-up to transition the record status to "Followed up".
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / Follow up
10How do I monitor the 30-day Net Promoter Score (NPS)?
At the top of the Customer feedback list and dashboard.
The real-time 30-day NPS score is displayed, computed via standard formula: (% Promoters - % Detractors) along with total recorded responses.
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / View
11How do I view configured surveys and their completion rates?
Open the Surveys list.
Review surveys, active status, number of invitations sent, number of completed responses, and completion rate for each survey.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / View
12How do I temporarily disable a survey?
In the Surveys list, select the survey.
Click the actions button and select Deactivate survey.
The system immediately stops dispatching invitations for this survey until reactivated.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / Manage
13How do I export customer feedback reports to Excel to analyze causes of dissatisfaction?
In the Customer feedback list.
Click the Export to Excel button to download a comprehensive evaluation report including phone numbers, ratings, and comments for quality review meetings.
Screen
Surveys & reviews › Customer Feedback
Permission needed
Customer feedback / View
Frequently asked questions
Why can't a customer reopen the survey link after responding?
Survey links feature a one-time encrypted token to prevent rating tampering or duplicate submissions. If a customer attempts to open the link again, a message indicates that the link is no longer active and their feedback has already been recorded.
Screen
Surveys & reviews › Surveys
Permission needed
Surveys / View
Why does the message "Survey not sent" appear in the invitation log?
This occurs if the customer's mobile number is invalid, or if the official WhatsApp channel is disconnected or unconfigured in system integration settings.