KPIs: Customer
The Customer section of the KPI dashboard: one satisfaction score out of 5, where the answers come from, the floor before a number is shown, and who can see it.
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The Customer section sits near the bottom of KPIs, just above Not tracked. It carries one figure — Customer satisfaction, an average out of 5 — and a small bar chart of how the answers split by score. Every answer behind it came from a client who tapped a number in the review-request email after a job was finished.
This article says exactly what the card averages, why it can show a dash instead of a number, and how a client's answer gets there in the first place.
Overview
FieldQuo asks a client one question after a completed job — How did we do?, on a scale of 1 to 5 — and this card is the average of the answers for jobs completed in the period you picked at the top of the page. It is not a review score, not a Google rating, and not a guess: a client who was sent the survey and never answered is not counted at all.
The section's own subtitle says where the answers come from: “What clients say after the work is done — one question, sent alongside the review-request email.” The survey rides the same email as the review request, so a company that has not set up review requests collects no satisfaction data either.
What is on the screen
- Customer satisfaction — the average, printed as 4.6 / 5, with the number of answers under it (“9 jobs/quotes”). The hint reads: “Average of the one-question survey sent after a job. Only companies with a review link set today collect this — it rides the same email.”
- Answers by score — five bars, one per score from 1 to 5, with the count of answers beside each. It appears only once the average itself is shown.
- “{count} of these rated 1 or 2 — worth a follow-up call.” — an amber line under the bars whenever at least one answer was a 1 or a 2. That sentence is all FieldQuo does with a low score: no task, no text, no alert.
How a client's answer gets here
- Open Settings → Reviews. Paste Your review link, switch on Ask automatically, and pick a delay under When to ask — from 2 hours later to A week later. Without a review link nothing is sent, and so nothing is collected.
- Mark the job completed. Once the delay has passed, the client with an email address on file gets one review-request email from your company — never more than one per job, and never for a job that finished more than 30 days ago.
- The email carries a row of five numbered buttons. Tapping one opens a short page in your company's colours: How did we do?, the five scores, an optional comment, and Send. The page is in the language the email was sent in.
- Pressing Send records the score once. The link cannot be used to answer twice, and an email scanner opening it records nothing — only the Send press counts.
The email and the survey page carry your logo and brand colour, not FieldQuo's. A client who has unsubscribed from your review requests is skipped, and so is never asked the question. Full detail on the email itself: Review requests after a job.
What the number means, exactly
| Question | Answer |
|---|---|
| What is averaged | Every score from 1 to 5 recorded for a job completed inside the selected period. Rounded to one decimal. |
| What counts as a sample | Answers only. A survey that was sent and never answered is not in the count and does not drag the average down. |
| The floor | 5 answers. Below that the card shows a dash and “{n} of 5 so far — {remaining} more and this becomes reliable.” |
| No answers at all | “No client has answered the satisfaction survey yet. Once 5 have, this shows here.” |
| Low scores | A 1 or a 2. Counted and named under the bar chart; nothing else is triggered. |
The five-answer floor is the same one the dashboard uses for average job value and the margin figures: the average is the claim, and an average of three taps is an anecdote. The win-rate cards use a floor of ten because a percentage moves further on one flip; see The KPI dashboard for the two floors.
Who can see it
The whole KPI page is all-or-nothing: it needs the Job costing toggle, See prices, and view access to quotes, jobs (company-wide), invoices and requests. Of the shipped access levels that means Manager, administrators and the owner. Crew, Estimator and Dispatcher do not see the KPIs row, and typing the address gives a refusal, not a page with one card missing. The satisfaction card adds no gate of its own.
常见问题
We have dozens of Google reviews. Why is the card empty?
Reviews pasted into Settings → Reviews are testimonials for your website, not survey answers. This card only counts the 1-to-5 taps from the email FieldQuo sends after a job, and it needs five of them before it prints a number.
Can a client change their answer?
Before pressing Send, yes — the page has a Change your answer link. After Send the score is recorded once and the link is spent; opening it again says the answer was already received.
Does a bad score tell anyone?
No. The card prints how many answers were a 1 or a 2 and suggests a call. There is no notification, task or automatic message behind it.
Which period does a score belong to?
The period the job was completed in, not the day the client answered. Switching from This quarter to Last month changes which jobs are in the count.
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