Survey

Customer survey software that asks before and after the visit

In Wlaunch, the customer survey software is attached to the appointments themselves. That is why the system knows whom to ask and when: before a first visit, after a particular service, or only the clients who came from a certain source. Answers belong to the client, not to the mailing: if two cards for the same person are merged, their surveys move over together with the rest of the history.

Before the visit, a survey does the job that usually takes a phone call. The client reads the terms of the service, confirms the details without which the appointment cannot be approved, and reports any contraindications in advance. For services where contraindications matter, for example at a laser hair removal studio, the answers arrive automatically before the visit and nobody has to call clients one by one.

After the visit, the same mechanism turns into quality control. You can ask how the procedure went and what the result was, or invite the client straight to their next appointment. The mailing can be scheduled for the moment the result is already noticeable, rather than asking while the client is still at the door. One of the survey screens can be a review screen, and then the review goes into a shared section where the administrator approves it by hand. How moderation affects an employee's rating and what appears on the booking form is explained in the article on client reviews.

What goes into a questionnaire depends on the trade. A tattoo studio checks in some time after a session to ask what state the finished work is in, while a yoga studio pairs questions about class quality with an offer to renew a membership. The invitation to a questionnaire can address the person directly, since the mailing text supports short codes for the client's first name, last name and patronymic.

Each survey is sent by its own rule, with filters by service, resource, status, source and client category, and every condition can be set to include or to exclude. The completion screen carries its own title and text, so at the end the client sees your thank-you note rather than a stock phrase. The module also works for internal staff surveys, when you want your own team's view and not only your clients'.