What it is
Surveys, reviews and complaint resolution asks for feedback after a verified outcome. One day after the recorded outcome it sends: "Thank you for choosing us. How did we do? Reply with a quick note, and if anything wasn't right, tell us so we can make it right."
Once an Owner has saved Feedback and reviews with a survey or review link, the same links are added under the message for every customer. Before that, the message goes alone. A low score never hides the review link.
It starts only when a visit, delivery or completed service is verified and someone recorded that the customer agreed to be asked for feedback. Consent is never assumed.
How to use it
- When the customer agrees to be asked for feedback, record it on the visit, delivery or completed service.
- Fill in all four Review request consent fields: Who asked the customer, How the customer was asked, When the customer agreed and Consent basis: what the customer agreed to.
- Set Source to Verified, with its evidence.
- Make sure the customer also has Marketing permission recorded on their contact. The review consent on the record does not count as that permission.
- To check who will be asked, open Journeys, select the Surveys, reviews and complaint resolution card and read Activity.
- An Owner sets the survey and review links once in the journey's Stats tab, under Feedback and reviews.
What the data means
A visit counts when it was attended and its outcome recorded as Did not buy or Bought. A service counts when it was completed with its completion date and evidence. A delivery counts when it is recorded with a Verified source.
The journey stops when a complaint is being followed up for the customer ("the customer's complaint is being followed up by staff"), when the customer replies, when a team member takes over, or when the customer opts out.
It is a marketing message, so it goes by text or email only, never Messenger, Instagram or WhatsApp.
Possible issues and fixes
A customer was not asked for feedback
Symptom: No feedback message went out after a visit, delivery or service.
Why: A Review request consent field is empty, Source is not Verified, a complaint is open, or the visit is not Attended with a recorded outcome. A visit from a booked appointment can't take review consent today, so use the delivery or the completed service.
Fix: Fill in the four consent fields with Source set to Verified. Saving checks the customer again.
How to check: The customer appears in the journey's Activity tab, and the step goes out a day after the outcome.
The step became "Follow up yourself: no permission on file"
Symptom: The journey started, but the feedback step became a My Work task.
Why: Feedback is a marketing message, so it also needs marketing permission for that exact phone or email.
Fix: On the contact, open Permission & outreach preferences → Record permission, choose Marketing and tick Include captured disclosure and affirmative permission. Then ask for feedback yourself.
How to check: The permission shows on the contact without Not confirmed for automation.
The feedback went out without our review link
Symptom: Customers got "How did we do?" with no survey or review link.
Why: Feedback and reviews was never saved with a link, or the chosen survey was unpublished later.
Fix: An Owner opens the journey's Stats tab, then Feedback and reviews, chooses a published survey or enters a Review page link, and selects Save.
How to check: The preview shows the links under Added to every feedback journey draft.
