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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

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Try it now

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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

Try it now

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Check your phone!
We've sent you an SMS, reply to start the customer journey.
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Try it now

By providing your information, you confirm that you agree to the storing and processing of your personal information by Pendula as described in the Privacy Collection Statement.
Check your phone!
We've sent you an SMS, reply to start the customer journey.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Try it now

By providing your information, you confirm that you agree to the storing and processing of your personal information by Pendula as described in the Privacy Collection Statement.
Check your phone!
We've sent you an SMS, reply to start the customer journey.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.