# Post-Booking Surveys (/docs/marketing/surveys)



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

Setting Up Surveys [#setting-up-surveys]

1. Navigate to **Dashboard > Marketing > Surveys**
2. 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 [#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-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 [#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.

Sending Surveys [#sending-surveys]

Automated Survey Emails (Recommended) [#automated-survey-emails-recommended]

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](/docs/marketing/workflows) "Add Tag" action. See [Booking Reminders — Disabling for Specific Bookings](/docs/marketing/booking-reminders#disabling-reminders-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](/docs/marketing/workflows) to trigger additional automations.

Manual Workflow Setup (Legacy) [#manual-workflow-setup-legacy]

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

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

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

How Survey Emails Work [#how-survey-emails-work]

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

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

Template Variables in Survey Emails [#template-variables-in-survey-emails]

In addition to all standard [template variables](/docs/marketing/email-sms-templates#dynamic-variables), survey emails support:

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

Viewing Results [#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 [#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 [#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.

Related [#related]

* [Booking Reminder Emails](/docs/marketing/booking-reminders)
* [Email & SMS Templates](/docs/marketing/email-sms-templates)
* [Workflow Automation](/docs/marketing/workflows)

Related How-To Guides [#related-how-to-guides]

* [Configure Survey Settings](/how-to/surveys/configure-survey-settings)
* [Create a Workflow](/how-to/workflows/create-a-workflow)
* [Configure Workflow Triggers](/how-to/workflows/configure-workflow-triggers)
* [Create an Email Template](/how-to/marketing/create-email-template)
* [Use Template Variables](/how-to/marketing/use-template-variables)
* [View the Communication Log](/how-to/marketing/view-communication-log)