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Post appointment feedback

This template can be used for reaching out to individuals and/or their primary contacts post a service being delivered. It provides both a way for organisations to capture feedback on the services they provide, in addition to giving clients an opportunity to bring any areas of concern to light.

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Pendula Text message preview

Setup guide

To apply this template in Pendula, simply select a scheduled flow and set this to run on a daily basis, we generally recommend sometime between 9am-12pm. This means that each day, it will only pick up the relevant appointment/service bookings based on the criteria specified below:

  • To ensure the communication goes out after the appointment date, set the appointment date to equals yesterday. We recommend using date formulas such as <selector>TODAY()-DAYS(1)<selector>
  • Appointment Status <selector>does not equal<selector> 'cancelled' (if this information is available)
  • Appointment/Service Type <selector>equals<selector> <description> (if you would like to segment out certain types of services from receiving reminders)
  • You'll need to ensure you have three placeholder fields for capturing service rating and feedback data in addition to call requests

What's the difference?

Broadcast
  • Direct to manual channel (phone call)
Conversation
  • Score or rate service by response
  • Capture general feedback by response
  • Enable call request
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Pendula Text message preview

Pendula flow

Outbound SMS

Suggested Copy:

Hi {{FirstName}},How was your experience with {{WorkerName}} yesterday? Reply POSITIVE or NEGATIVE. Your feedback helps us improve our services

Inbound reply

Suggested Keywords:

Positive; Good; Great; Happy

Field update

Field = Service Rating

Operator = equals

Value = Positive

Outbound SMS

Suggested Copy:

That's great to hear {{FirstName}}, is there any other general feedback you'd like to provide?

Inbound reply

Any Reply

Field update

Field = Service Feedback

Operator = equals

Value = $last.Reply

Outbound SMS

Suggested Copy:

Thanks {{FirstName}}, we really appreciate your feedback

Outbound SMS

Suggested Copy:

Hi {{FirstName}},How was your experience with {{WorkerName}} yesterday?Reply POSITIVE or NEGATIVE. Your feedback helps us improve our services

Inbound reply

Suggested Keywords:

Negative; Bad, Unhappy; Disappointed

Field update

Field = Service Rating

Operator = equals

Value = Negative

Outbound SMS

Suggested Copy:

We're sorry to hear it didn't go so well {{FirstName}}. Would you like one of our team to give you a call to discuss? Simply reply CALL

Inbound reply

Suggested Keywords:

Call; Phone; Help; Yes

Field update

Field = Call RequestOperator = equalsValue = True

Outbound SMS

Suggested Copy:

Thanks {{FirstName}}, we'll have someone reach out as soon as possible