After-Appointment Surveys let you send a multi-step questionnaire to clients after a completed appointment, instead of (or before adding) a single-question rating request. Clients complete the survey in the Client Portal, and every client who finishes it is shown a Google review prompt, regardless of how they answered.
Open Settings, then under the Scheduling module go to Intake & Documents > After-Appointment Surveys (/settings/client/surveys).
At the top of the survey list is the delivery policy for after-appointment surveys:
Send surveys after completed appointments: turns the whole feature on or off. When this is off, no surveys are sent even if you have surveys configured.
Default survey: which survey goes out when an appointment is completed.
Send delay (minutes): how long to wait after the appointment is marked complete before sending.
Channel: whether the survey link goes out by SMS or Email.
Google review link: the link to your organization's Google review page. This is shown to every client who completes a survey, on the thank-you screen, no matter what they answered. Google's policies prohibit only inviting positive respondents to leave a review, so this prompt is never gated on a rating or score.
Remember to click Save settings after making changes.
From the survey list, choose + New survey or open an existing one to edit it.
A survey is made up of steps, and each step contains one or more questions:
Use + Add step to add a page to the wizard. Give each step a title (and optionally a description) so clients know what that page is about.
Within a step, add questions and choose an answer type for each:
Star Rating (1-5 stars)
NPS (0-10): Net Promoter Score
Rating Scale: a numeric scale
Likert Scale: agree to disagree
Short Text / Long Text
Yes / No (checkbox)
Number, Email, Phone, Date
For the scale-based types (Star, NPS, Rating, Likert), you can set the low and high bounds and add captions for each end (for example, "Not likely" to "Very likely").
Mark a question as required to prevent clients from moving to the next step until they answer it.
Use the up/down arrows to reorder steps and questions, and the X to remove them.
You can also set a headline and body message shown to clients on the thank-you screen after they submit, and mark Active to make the survey eligible to be sent.
Clients open the survey link from a text or email and step through it one page at a time, with a progress bar showing which step they're on. Required questions must be answered before the client can continue.
After submitting, the client sees a thank-you screen with your configured headline and message. If a Google review link is set, the client also sees a button to leave a review there, whether their answers were positive or not.
If a survey is not configured for an appointment type, clients continue to see the original single-question rating and comment request instead of the multi-step wizard.
