Understand customer surveys

Learn how the post-invoice survey benefits you and your business.

QuickBooks Online offers a post-invoice survey that lets you automatically collect customer feedback. This optional survey helps you understand if customers would like to work with you again, provide a 5-star rating and feedback, and refer your business to new customers.

Understand how the survey works

Once your customer pays their QuickBooks Payments invoice via the checkout page, they can rate your services, indicate whether they want to work with you again, and provide detailed feedback.

• If your customer says they would work with you again, they can also record which additional products or services interest them. They’ll also tell you when they’ll next need your services.
• Customers can rate your service on a 5 star scale.
  • If they rate your service below 4 stars, they can tell you how you can improve next time.
  • If they rate your service at 4 or 5 stars, they can share a brief testimonial about their experience with your company you could use later, and if they will recommend you to anyone else.
• Customers can also refer you to potential future customers, including their contact information.

Frequently asked questions

How often will my customers see the survey?

You can select between 30, 60, 90, 180, and 365 days.

How can I adjust the frequency of how often my customers see the survey?

1. Go to Settings ⛭ and select Account and settings.
2. Select Sales, then select Post-invoice/Feedback survey.
3. Select the frequency from the Manage survey frequency ▼ dropdown.
4. Select Save, then Done.

Can I customize my survey?

You can select the following settings:

Who gets copies of the survey?

Only you will see the results of your survey in your Customer Hub dashboard, or within your Customers' profile pages. We collect the survey results on your behalf and for your benefit—and not for anyone else.

Related links

• Turn customer feedback surveys on or off
• View customer feedback survey results