Post-Booking Surveys

Surveys help you understand customer satisfaction and collect reviews that can improve your business.

Setting Up Surveys

Navigate to Dashboard > Marketing > Surveys
Create a survey with your questions:
- Rating — star rating (1-5)
- Text feedback — open-ended comments
- Multiple choice — specific questions about the experience

Survey Settings

Setting	Description
Name	The survey's display name (shown in the survey email and page header)
Description	An optional description shown to respondents
Questions	The questions that make up the survey (JSON-based question builder)
Thank You Message	The message shown after the customer submits the survey
Is Active	Only active surveys can receive new submissions
Is Default	The default survey used when no activity-specific override is set
Is All Activities	Apply this survey to all activities at the location
Activity IDs	If not all activities, specify which activities this survey applies to

Survey Delivery Settings (Location-Level)

Survey delivery is configured per location under Dashboard > Marketing > Surveys > Settings:

Setting	Description
Enabled	Turn survey emails on or off for this location
Delay Hours	How many hours after booking completion to send the survey email
Email Subject	Custom subject line for the survey email (supports template variables)
Email Body	Custom email body (supports template variables including `{{survey.url}}` and `{{survey.name}}`)
Default Survey	Which survey to send by default
Token Expiration Days	How many days the survey link remains valid
Activity Survey Overrides	Send different surveys for different activities

Review Site Links

Drive customers to leave public reviews by configuring review site URLs in the survey settings:

Setting	Description
Yelp URL	Link to your Yelp business page
Google URL	Link to your Google Business review page
TripAdvisor URL	Link to your TripAdvisor listing

When configured, these links are shown to the customer after they submit a positive survey response, encouraging them to share their experience publicly.

When survey settings are enabled for your location, survey emails are sent automatically — no workflow setup required. The system uses your configured Delay Hours to schedule a survey email after each booking ends.

The automated system handles the full booking lifecycle:

Booking created or confirmed — a survey email is scheduled for the configured number of hours after the booking end time
Booking cancelled — any pending survey email is automatically cancelled
Booking rescheduled — the pending survey email is cancelled and a new one is scheduled based on the updated end time

The system respects activity scoping: if you have configured activity-specific survey overrides, the correct survey is selected automatically based on the booking's activity.

To disable surveys for a specific booking, add the disable_survey tag to the booking in the Misc tab or via a Workflow "Add Tag" action. See Booking Reminders — Disabling for Specific Bookings for details.

After each survey email is sent, a booking_survey_sent event is published. You can use this event in the Workflow Builder to trigger additional automations.

Manual Workflow Setup (Legacy)

You can also send surveys via a workflow if you need more control over the trigger conditions:

Create a workflow with trigger Booking Completed
Add a delay (e.g., 2 hours after completion)
Add the action Send Survey Email

This approach is still supported but is no longer required for basic survey delivery.

How Survey Emails Work

When a survey email is sent (either automatically or via workflow):

The system loads the booking, customer, and location data
It checks that survey settings are enabled for the location
It finds the appropriate survey (default or activity-specific override)
A secure, unique access token is generated and stored
The email is built using your custom subject/body with template variable replacement
The email is sent from your company's mailbox with location branding applied
The sent message is recorded in the communication log

Template Variables in Survey Emails

In addition to all standard template variables, survey emails support:

Variable	Description
`{{survey.url}}`	The unique survey link for this customer
`{{survey.name}}`	The name of the survey

Viewing Results

Survey results are available in the Survey Analytics dashboard:

Average rating over time
Rating distribution
Common themes in text feedback
Per-activity satisfaction scores

Submission Data

Each survey submission records:

Field	Description
Responses	The customer's answers (JSON)
Overall Rating	The customer's overall rating (1-5)
Email	The respondent's email
Name	The respondent's name
Submitted At	When the survey was completed
Booking	The associated booking (if applicable)
Customer	The associated customer profile (if applicable)

Using Feedback

Survey responses are linked to the booking and customer profile, giving you context about specific experiences and helping you identify areas for improvement.