Receive business referrals and 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 feature that allows you to automatically collect customer feedback. This optional survey helps you understand if customers would like to work with you again in the future (and when), provide a rating and feedback, and refer your business to new customers. By leveraging the customer feedback from this survey, you can strengthen relationships and drive revenue growth.

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Here’s how the post-invoice survey works.

Once your customer pays their QuickBooks Payments invoice via the checkout page, they'll be asked if they want to work with your business again.

• If they answer Yes, in 1 month, Yes, in 3 months, or Yes, 6+ months, they’ll also be asked to leave a comment on what additional products or services they want for their follow-up work before submitting their answer.
  
• If they answer No, they’ll be asked for additional feedback before submitting the survey. If they answer No:
  • They will be asked to rate the service they received from your company based on a 0-10 scale.
    • If they rate your company 0–6, the customer will also be asked, “What can we do better next time?” before submitting their answer.
      
    • If they rate your company 7–10, the customer will be asked, “Who would you recommend [your company name] to?” The customer can then leave the contact information of the person they want to refer (first name, last name, email, or phone number).
      
• If they answer Yes, I work with this business regularly, they will simply be able to submit the response.
  

How to 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, “You have a repeat customer.” You can select View request to see the response in the Work Request area of the Customers & leads page.
  
• If your customer gives you a 0–6 score: You’ll get an email saying, “You received some feedback.” You can select View rating to read more.
• If your customer gives you a 7–10 score but no referral: You’ll receive an email saying, “You received a high rating.” You can select View rating to read more.
  
• If your customer gives you a 7-10 score and a referral: You’ll get a message saying, “You received a referral.” You can select View referral to read more.
  

*If your customer answered, “Yes, I work with this business regularly”, you will not receive an email notification.

These emails will lead you to the Customers & leads dashboard in QuickBooks Online.

How to 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 the Overview tab.

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 to take action.
  • If you select Send an email, a pre-populated email appears.
  • If you select Create an estimate, an estimate page appears.
    

Customer feedback score

• Select View response to see feedback details. You can also select Send a thank you note for High or Neutral (7–10) scores or Send an email for Low (0–6) scores.
  • 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 next to a referral to see referral details. You can also select Send an email or Add as customer.
  
• If you select Send an email, you can 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. Learn how you can add and manage customers in QuickBooks Online.

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

How to turn the survey off or back on

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

1. Go to Settings and select Account and settings.
2. Select the Sales tab.
3. Next to Post-invoice survey, select the Edit icon, then switch the toggle off or on again.
4. Select Save, then Done.
   

Frequently asked questions