Post-job customer surveys + NPS

Every completed job can trigger an automated post-job survey — 1-to-5 stars, 0-to-10 NPS, free-text comments. Responses roll up into per-org and per-tech reports.

Configuring the survey:
1. Field Service → Surveys → Config card
2. Toggle "Send a survey when a job is completed" on
3. Edit the intro and thank-you copy (default text is provided, edit for tone)
4. Pick which questions to ask (rating / NPS / comments / customer name)
5. Save

How customers receive it:
A post-job survey email goes to the customer's email on file 2 hours after the tech marks the job Completed. The link opens the public survey page (/survey/:token) — no Turtini account required. Token-bearer security; expires after 30 days.

Reading responses:
The Responses panel shows every survey result newest-first with average rating, NPS rollup (promoters % − detractors %), and response count.

NPS rollup:
• Promoters — scored 9 or 10
• Passives — 7 or 8
• Detractors — 0 to 6
• NPS = % promoters − % detractors

Industry NPS benchmarks:
Field service typically averages NPS of 40–60. Anything above 60 is excellent; below 30 means you have a service or follow-up gap to investigate.

Pairs with the public review pipeline:
Promoter-tier responses can be auto-routed to your public review collection (Google, Yelp) via a follow-up "Would you mind sharing this on Google?" email.