Receive customer feedback from QuickBooks Online post-invoice surveys

Learn how the post-invoice survey benefits you and your business and how to turn it off and on.

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. By using customer feedback, you can strengthen relationships and drive revenue growth.

Here’s how the post-invoice survey works.

For a better experience, open this article in QuickBooks Online. Launch side-by-side view

Understand how the survey works

Once your customer pays their QuickBooks Payments invoice via the checkout page, they can state if they want to work with your business again. 

• If they select any of the answers, (Yes, in 1 month, Yes, in 3 months, Yes, 6+ months, Yes I work with this business regularly, or No, Thanks) they can leave a comment on what additional products or services interest them before submitting their answer.

• After selecting Submit, they can rate the service they received from your company based on a 1-5 star scale.

1. If they rate your company 0–3 stars, the customer can answer the question, “What can we do better next time?”.

2. If they rate your company 4–5 stars, the customer can add comments on, “Share a brief testimonial about your experience with [your company name] to highlight what you found most valuable” and “Who would you recommend [your company name] to?”
   1. The customer can leave a testimonial that you can use in your public marketing in the future.
   2. The customer can also leave the contact information of the person they want to refer.

See your survey results

No matter what your customer says, you'll get a notification via email with their response.

• If your customer wants to work with your company again: You'll get an email saying, “|Customer_name| said they're interested in working with you again.” You can select View and create estimate to see the response in the Work Request area of the Customers & leads page.
• If your customer gives you a 1-5 star rating: You'll get an email saying, "|Customer_name| shared their review with you." You can select View and Send follow up email to read more.
• If your customer gives you 4-5 stars and a referral: You’ll get a message saying, “|Customer_name| shared their review with you.” You can select View and send outreach email to read more. You’ll also receive a message saying “|Customer_name|” shared the contact information of someone they believe could benefit from your business.” You can select View and send outreach email to read more.
• If your customer gives you a new work request, 4-5 stars, testimonial and referral: You’ll get a single email with buttons to go to the appropriate experience.

Note: These emails will take you to the Customers & leads dashboard in QuickBooks Online.

View your survey results in QuickBooks Online

You can view your customers’ survey results in QuickBooks Online.

1. Sign in to your QuickBooks Online account, then go to Customers & leads.
2. Select Overview.

You'll see the following widgets:

Work requests

• Select View request to see work request details. You may select Send an email, Create an estimate, or Create an invoice.
  • If you select Send an email, a pre-populated email appears.
  • If you select Create an estimate, an estimate page appears.
    

Review and testimonial

• Select View response to see feedback details. You can also select Send a thank you note for high or neutral (4–5) stars or Send an email for low (1–3) stars.
  • If you select Send a thank you note, an editable, pre-populated email appears.
  • If you select Send an email, an editable, pre-populated email appears.

Referrals

• Select View to see referral details. You can also select Send an email or Add as customer.
  
• If you select Send an email, you’ll be able to send an email using your email client. Once you select your email client, an editable, pre-populated email appears.
• If you select Add as customer, an editable customer panel appears.

Select About widget or Learn more to learn more about these widgets.

Turn the survey back on or off

Your customers will get the survey when they pay a QuickBooks Payments invoice. But you have the option to turn it off.

1. Select Settings ⚙️, then Accounts and settings.
2. Select Sales.
3. Select Edit, then switch off.
4. Select Save, then Done.
   

Note: Follow the steps above to turn the survey back on.

Frequently asked questions