After the visit · Surveys and follow-up

When a customer responds, your team should know what to look at next.

After a service visit, a survey can collect satisfaction, recommendation, and comments. MapMyStaff then connects those responses to an operational view so the team can spot what needs attention, return to the individual file, and organize follow-up.

View the journey Request a demo

From response to follow-up

Connect the signal to what needs to be examined

Visible workflow

Response receivedScore, questions, and comment

Received

Signal to examineNPS, context, and rules in use

Review

Follow-up to organizePriority and status when the file warrants it

Follow up

Action documentedLatest action and activity log available

Tracked

01Organize follow-up

Organize the responses that need your attention.

The management centre and detailed table let the team move from a global signal to the files that need review. Status, priority, age, reason, latest action, and the activity log provide working context without reducing the response to a single average.

iFunctional preview

Response Management CentreTrack, prioritize, and address feedback

Up-to-date dataOverall view

Urgent!

—

Records to address as a priority · —

Watch•

—

Records to monitor · —

Cases to address•

—

Records in progress

Overdue backlog✓

—

Overdue records · —

Average age of open records

—

Change visible

Leading reasons

Service

—

Customer journey

—

Billing

—

Activity log

Action recorded

• Latest action recorded

! New record #8427 created

Respondent	Score	Reason	Status	Priority	Age
CustomerEmail address	—	Service issue	New	High	—
CustomerEmail address	—	Billing / Price	In progress	High	—
CustomerEmail address	—	Customer experience	In progress	Medium	—
CustomerEmail address	—	Delays / Delivery	In progress	Low	—
CustomerEmail address	—	Other	Pending	Low	—
CustomerEmail address	—	Service issue	In progress	High	—

Sensitive responses can be reviewed with their priority, status, age, and latest recorded action.

iFunctional preview

Detailed survey tableMove from the overall score to the customer record

Up-to-date dataOverall view

Customer	Date	Employee	Status	Priority	Satisfaction	NPS
CustomerEmail address	Date	Employee	Not followed up	Normal	Score	Promoter
CustomerEmail address	Date	Employee	To address	Normal	Score	Passive
CustomerEmail address	Date	Employee	Not followed up	—	Score	Promoter
CustomerEmail address	Date	Employee	To address	Critical	Score	Detractor
CustomerEmail address	Date	Employee	To address	Normal	Score	Passive

Each metric can be verified in the detailed response and the record that explains it.

02Route responses

The next step can differ by response — and it remains governed by your rules.

NPS distinguishes promoters, passives, and detractors. Depending on the features configured, that reading can support a retention or recovery action, or present a Google review invitation after submission when the provider has a relevant link. The survey is a starting point for the post-service customer relationship, not a guarantee of an outcome.

iFunctional preview

Satisfaction survey

Prepare survey sending

⚙Settings and journeys

▣Survey content

◷Survey sending delay

Immediately after the serviceRecipient verified✓Unique and secure linkSending triggered by the provider

Offer a credit to customers who complete the survey?

Possible next steps by NPS

★Promoters (Score 9–10)

💡 Learn more in the Academy

Optional Google invitation after submission

Offer the Google review journey after submission when the provider has configured a relevant link.

🤝Passives (Score 7–8) — Possible retention action

💡 Learn more in the Academy

✓Enable a retention action when configured

Configured value⌄

Configured value—Configured validity—

▲Detractors (Score 0–6) — Possible recovery action

💡 Learn more in the Academy

✓Create a case to address when the configured rule provides for it✓Launch a recovery action when the workflow conditions are met

Configured value⌄

Configured value—Configured validity—

▰

MapMyStaff Academy: Create the perfect surveyBest practices for structuring collection and interpretation.

The provider chooses the delay and permitted journeys before enabling sending.

iFunctional preview

Sending the survey after the service visitRecipient, sending moment, and unique link

Sending preparedConfigured sending moment

Sending not triggered

No request is sent until the provider triggers sending.

Blocked

✓

Recipient selected by the provider

The automated workflow can now verify the appointment and prepare the send.

Allowed

—Verify activationIdentify the customer and verify their contact details.

—Choose the momentThe manual places the survey in the post-service customer relationship.

—Choose the questionnaireThe configurable module can keep a consistent structure across multiple languages.

—Send the requestThe system generates a unique and secure link for the customer.

Principle: the provider keeps control of the recipient and when the request is sent.

The sending workflow keeps the recipient, timing, and response link explicit.

03Collect context

Collect a structured response without making the experience heavy.

The configurable module supports closed questions, numeric scales, text fields, and long comments. The questionnaire can cover satisfaction, recommendation, and contextual questions while keeping a consistent structure across multiple languages.

The questionnaire structure can be driven by administrator configuration: sections, question types, translations, available choices, progress and validation. The module can also distinguish required, optional and qualitative feedback within the same experience.

iFunctional preview

Customer questionnaireA structured experience for collecting score and context

Up-to-date dataOverall view

Interaction with the employee

How would you rate your satisfaction?

Very satisfiedSatisfiedNeeds clarification

How would you rate courtesy and presentation?

High satisfactionPositive satisfactionSatisfaction to clarify

Recommendation

How likely are you to recommend our services?

012345678910

Context question

What overall rating would you give the service visit?

Structured responseStructured responseStructured response

Open comment

A few structured questions collect the score and context without making the journey cumbersome.

04See priorities

Move from the overview to the files that explain the signal.

The dashboard brings together response volume, coverage, NPS, comments, and access to triage. Filters by period, territory, employee, and package keep the right scope visible before a result is interpreted, with the option to move down to the individual detail when needed.

iIllustrative example—fictional data. Values do not represent verified customer results.

Satisfaction cockpitKPIs, triage, retention, and comments combined

Up-to-date dataOverall view

Overall volume•

250

250 / 3,285 appointments · 7,6 %

Net Promoter Score•

142 promoters · 59 passives · 49 detractors

Advocates✓

142

57% of volume · +4 pts

Detractors!

20% of volume · −2 pts

Revenue secured✓

14 429 $

142 loyal customers

Revenue under watch•

5 995 $

59 customers to monitor

Revenue at risk!

4 979 $

49 customers to address

Retention and lifecycle

Active customers

325

Customers at risk

368

Churned customers

137

Semantic analysis of comments

Service quality

34 %

Professionalism

22 %

On-time performance

15 %

Communication

9 %

The overview connects volume, segments, filters, and records to address without hiding the data scope.

05Read trends

Spot what keeps recurring without jumping to conclusions.

The 360° matrix can compare packages, teams, and territories with NPS, volume, and average score. Survey coverage, freshness, snapshot scope, and reading warnings remain visible so the team can distinguish a trend worth examining from a signal that is too fragile to interpret confidently.

The analysis also keeps response volume, survey coverage, data freshness and the exact or partial scope of the loaded data visible so situations that require cautious interpretation can be identified.

iIllustrative example—fictional data. Values do not represent verified customer results.

360° performance matrixCompare quality by day, time, and category

Up-to-date dataOverall view

8–10 a.m.

10 a.m.–12 p.m.

12–2 p.m.

2–4 p.m.

4–6 p.m.

6 p.m.+

Monday

4,1n=12

4,5n=15

4,5n=18

4,5n=21

4,1n=24

3,2n=27

Tuesday

4,1n=13

4,5n=16

4,5n=19

4,5n=22

4,1n=25

3,2n=28

Wednesday

4,1n=14

4,5n=17

4,5n=20

4,5n=23

4,5n=26

3,2n=29

Thursday

4,1n=15

4,1n=18

4,5n=21

4,1n=24

4,1n=27

3,2n=30

Friday

3,2n=16

4,1n=19

4,1n=22

4,1n=25

3,2n=28

2,7n=31

Saturday

2,7n=17

3,2n=20

4,1n=23

4,1n=26

3,2n=29

2,7n=32

Sunday

2,7n=18

3,2n=21

4,1n=24

4,1n=27

2,7n=30

2,2n=33

Comparison by day and period helps identify where the experience drops.

iIllustrative example—fictional data. Values do not represent verified customer results.

Detailed analysis and chartsHealth, trend, and customer segments

Up-to-date dataOverall view

Customer health

72/100

Change in overall score

Overall scoreLoaded subset

JuneAugustOct.Dec.Feb.Apr.

Advocates✓

62 %

118 customers

Vulnerable•

28 %

53 customers

At risk!

10 %

19 customers

Loaded volume and reliability warnings remain visible before interpreting a trend.

06FAQ

Frequently asked questions

Detailed answers remain available in the Help Centre when configuration or interpretation needs more context.

How does the survey reach the customer?

The manual describes a post-service request: the provider chooses the recipient, checks the contact details, and triggers the request. The system then generates a unique and secure link for that customer.

View the complete answer

How are responses routed?

NPS distinguishes promoters (9–10), passives (7–8), and detractors (0–6). Retention or recovery actions then depend on the features and rules being used; the segment alone does not guarantee an action or an outcome.

View the complete answer

Can a Google review be offered after the survey?

Yes. When the provider has a relevant link, the configurable journey can present a separate Google invitation after submission. Internal feedback and the public review remain distinct steps.

View configuration

How do we avoid drawing conclusions from too few responses?

Volume, coverage, freshness, and reading scope remain visible. Warnings flag cases where the view relies on a subset or a signal that is too fragile to interpret without caution.

View the complete answer

Next step

Let’s start with a customer response your team no longer wants to leave without follow-up.

See how to move from the signal to the individual file, examine what needs attention, and organize the next step without confusing recorded processing with the real customer outcome.

Request a targeted demo