Manage feedback

The Feedback page collects the ratings and comments your clients leave on finished orders. Use it to see how your installers score and to read what a client wrote about a single order.

Open the Feedback page

Select Insights in the sidebar.
Select Feedback.

On a narrow screen, choose Feedback from the dropdown at the top of the page.

The page needs the Customer feedback permission, listed under Insights in a team’s permissions. Without it, Feedback is not in the sidebar.

What the page shows

Two figures sit at the top, each with the change over the last 30 days:

Average CSAT — the average score across your ratings.
Total feedback responses collected — how many ratings you have.

Next to them, a breakdown shows how many ratings each score received and its share of the total. On a narrow screen it sits behind Total feedback.

Below that comes one entry per rating: the star score, the name of the person who left it, the order, the order ID, the date, and the comment if they wrote one. More entries load as you scroll.

Open an order or an installer from an entry

Select the order name to open the order.
Select the company at the foot of an entry to open its partner details.

Who gets rated

The client rates every company on the order: the operator that owns it, and each installer company dispatched to it. Clients are never rated, and a company with no one on the order cannot be rated.

A client who had no dealings with one of the companies selects Skip next to its stars and leaves it unrated. One rating is enough to close the request, so nobody is forced to score a company they never met.

Where the ratings come from

Feedback reaches the page two ways.

When an order reaches Completed, Installer.com emails and texts the client a rating request. The Enable client feedback switch in Company settings controls that request, and you can send it after a particular workflow step instead. See Set up order rating requests.

A workflow can also carry a Rate your experience step. The step is assigned to the client and, by default, only the client sees it. When a workflow has one, no separate rating request is sent for that order.

Either way the client picks one to five stars per company. A comment box opens under each company once it has a score.

Need help? Contact Installer.com support.