Summary
This article covers how to set up Service Ratings, customize the requests and surveys your customers receive, review your ratings, and follow up with customers for public reviews.
Important
The Service Rating feature, including automated requests, manual sends, and follow-ups, requires the Pro Max plan.
Only Owners and Managers can open the Service ratings page and its settings page.
If you downgrade from Pro Max, already-collected ratings remain viewable and rating links already sent keep working, but new requests stop being sent.
Service Ratings are for internal use only. Ratings are stored in ZenMaid and are never posted to Google or any other review site. To ask a customer for a public review, send a Service Rating Follow-Up, or add a redirect link to the survey.
Cleaners do not receive notifications when a Service Rating is submitted. The account owner and active office managers receive an in-app "Rating completed" notification.
Ratings are tied to the service appointment, not the cleaner. The survey still shows the customer a "Cleaned by" line, and the Ratings page lists the assigned cleaners.
A rating can only be submitted once per appointment. A second attempt shows the thank-you page.
Requests cannot be sent on a recurring schedule. Automated requests are sent once per appointment, based on the timing you choose.
To rate only select customers, send requests manually from the appointment Actions menu. Manual requests can be sent more than once and always use the same rating link. A successful manual send also stops the automated request for that appointment.
Customers do not need to sign in to leave feedback. If they land on a sign-in page, the URL was likely cut off.
Rating links do not expire by time. An "expired" message means the link no longer matches an existing appointment, usually because the appointment or its recurring service was deleted, or the link was cut off or altered.
Ratings cannot be edited, deleted, hidden, or replied to, and cannot be entered on a customer's behalf.
Service Rating texts count toward your text message limit.
To turn the feature off, disable the Service Rating email and SMS communications in Settings.
This feature is available on the full web app only.
The emoji rating variable displays five clickable emojis that pre-select a 1- to 5-star score. SMS templates cannot use the emoji component.
Activating the Service Ratings Feature
From the ZenMaid Dashboard, hover over the More icon and select Service ratings.
On the Service Ratings page, click Turn on service ratings requests.
Side Note
Alternatively, go to Settings and select Service ratings under Features. On the Service ratings settings page, click Activate Service ratings.
Side Note
You can select from the following send options:
Never
On the evening of the appointment
One day after appointment
Two days after appointment
Three days after appointment
Four days after appointment
Five days after appointment
Six days after appointment
One week after appointment
The latest a Service Rating can be sent is one week after the appointment.
You also choose the time of day (hourly) and the appointment status that triggers the request. You can limit requests to the first appointment of a recurring service using the available checkbox.
Creating a Custom Rating Template
Go to Settings and select Email & SMS communications under Features.
Find the Service Rating option and click Edit on Emails or SMS. You can turn on emails, texts, or both.
Edit the message your customers read when asked to rate the service.
Side Note
You can select from the following send options:
Never
On the evening of the appointment
One day after appointment
Two days after appointment
Three days after appointment
Four days after appointment
Five days after appointment
Six days after appointment
One week after appointment
The latest a Service Rating can be sent is one week after the appointment.
You also choose the time of day (hourly) and the appointment status that triggers the request. You can limit requests to the first appointment of a recurring service using the available checkbox.
Customizing the Survey Your Customers Receive
Important
Written feedback is required by the system even though the form does not mark it as required. A customer who selects only stars sees "Please give some details on our service."
On plans below Pro Max, the survey editor is preview only.
Go to Service Ratings under Features.
Set the Introduction message and the Thank you message. Neither can be left blank.
After submitting, customers see the Thank you message you set.
Side Note
To maximize positive customer feedback, consider carefully whether or not to include a redirect link to your service rating survey. Clients who complete it will be taken to the website you select right after the 'Thank You' message.
While a redirect seems convenient, it can decrease the likelihood of receiving favorable public reviews. Customers who choose to review on their own tend to leave more genuine and thoughtful feedback.
Activating the Service Ratings Follow-Up Feature
Important
ZenMaid uses Google's database to locate and connect your Google Business Profile. If your business does not appear in search results, the cause is usually how your profile is configured in Google, such as not displaying a business address. ZenMaid cannot modify Google's listing requirements or visibility.
The Service Rating Follow-Up can only be sent manually.
The variable {{account.review_links_section}} includes every link added on the Service ratings settings page. In SMS follow-ups, {{account.first_review_link}} includes only the first link.
Go to Settings and select Service ratings under Features.
On the Service ratings settings page, locate the Follow-up message section.
Search for your company under Google Business Profile, or paste the URL of another review page. You can add up to six review links plus one custom link, one per platform. Supported platforms:
Yelp
Angi
Facebook
A custom review page.
Go to Settings and select Email & SMS communications under Features, then edit the Service Rating Follow-Up email and SMS templates.
Checking Ratings on Appointments
Open the appointment to see its rating and the feedback the customer left.
Check previous ratings from the contact sidebar or the contact's Service Ratings tab.
The Dashboard Service Rating banner shows your average score, rounded to one decimal, for appointments from the start of the day 30 days ago. It shows 0 when there are no ratings.
Tracking and Analyzing Your Ratings
Hover over More in the left-hand panel, then click Service ratings.
Review score counts for overall, this week, and this month, along with the percentage for each score.
Filter by score and by date range.
Side Note
"This month" refers to the calendar month, based on appointment date.
To export ratings, include the Rating (star score) and Rating Message (written feedback) fields in your export.
Sending a Ratings Follow-Up
Important
When sending review requests, we recommend reaching out to all customers equally, not only those who left positive ratings. Selectively requesting reviews may conflict with Google review policies and FTC endorsement guidelines.
Follow-ups require the Follow-Up template and at least one review link.
Go to More and select Service Ratings.
Locate the customer and click Send follow-up message. After the first send, the button reads Send another follow-up.
Choose email, SMS, or both.
If your review websites are not set up, follow the prompt to configure them.
Each rating shows a badge for every follow-up email or text sent, including failed sends labeled Email failed or SMS failed. Hover over a badge to see the recipient.
Contacting a Customer After a Review Was Left
Contacting a Customer Through ZenMaid
On the Service ratings page, locate the customer and click Open appointment.
In the appointment sidebar, click Actions and select Send Email.
Choose a template, edit the subject and body, then click Send Email.
Contacting a Customer Through Your Email Provider
On the Service ratings page, locate the customer and copy their email address.
Send the email from your own email app as usual.
Side Note
Email drafts for good and not-so-good reviews are available below as a starting point.
Email Drafts for Your Use
Good review email draft
Good review email draft
Key tips for customization:
Personalization: Use the client’s name and reference specific details about their service to make the email feel more personal.
Review Links: Make it easy for clients by including direct links to your Google and/or Facebook review pages.
Discount Terms: Clearly state how the discount will be applied [if applicable(e.g., on their next service)] and any expiration dates if applicable.
Follow-Up: If you don’t hear back, consider sending a polite follow-up email after a week.
Subject: Loved your [-Company Name-] Cleaning? Share the Love & Get 10% Off!
Body:
Hi [-Client Name-],
Thank you so much for your recent feedback! We’re thrilled to hear that you enjoyed your experience with [-Your Company Name-]. Your kind words mean the world to us and motivate our team to keep delivering exceptional service.
Would you be willing to share your experience with others by leaving a public review on Google or Facebook? Your review helps us grow and lets others know about the quality service we strive to provide.
As a token of our appreciation, we’re offering you 10% off your next service for taking the time to leave a review.
Simply click one of the links below to get started:
Leave a Google Review: [Insert Google Review Link]
Leave a Facebook Review: [Insert Facebook Review Link]
Once you've posted your review, just reply to this email letting us know, and we'll apply the 10% discount to your next booking.
Thank you again for choosing [-Your Company Name-]! We look forward to hearing from you and seeing you again soon.
Warmly,
[-Your Name-]
Not-so-good review email draft
Not-so-good review email draft
Key tips for this email
Acknowledge the Issue: Show empathy and take responsibility for the negative experience.
Seek Specific Feedback: Ask open-ended questions to understand the root cause of the problem.
Offer a Solution or Gesture: Provide a discount or other incentive to show you’re committed to making things right.
Subject: We're Listening: Your Feedback on Your Recent [-Your Company-] Cleaning
Body:
Hi [-Client's First Name-],
Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that your recent experience with [-Your Company Name-] did not meet your expectations.
We'd really appreciate it if you could share some more details about what specifically fell short of your expectations. This will help us understand where we went wrong and make the necessary improvements to ensure this doesn't happen again.
For example, could you tell us more about:
What aspects of the cleaning were unsatisfactory?
Was there a particular area that wasn't cleaned to your liking?
Your feedback is invaluable to us, and we take it very seriously. We want to learn from this experience and make things right. We're committed to continuous improvement, and your input plays a crucial role in that process.
Please feel free to reply to this email with any details you're comfortable sharing. We're also available to speak by phone at [-Your Phone Number-] if that's easier for you.
Sincerely,
[-Your Name-]
Troubleshooting Requests That Do Not Send
A request will not send when any of the following apply:
The customer has no email address.
The customer has no mobile-type phone number.
The customer has not given SMS consent.
The SMS quota is 0, and auto-renew is off
The appointment was deleted, or the account is inactive, paused, or on a locked plan.
The template does not contain the rating variable, which also marks the feature as not set up.
The scheduled send time passed more than four hours ago. There is no backfill.
A request was already sent successfully for that appointment, automatically or manually.
Keywords
Service rating
Customer feedback
Reviews
Ratings
Google review
Facebook review
Public review
Google Business Profile