New popup survey after customer pays online

No need to worry about this, Lisa.

The Qualtrics pop surveys commissioned by Intuit QuickBooks are aimed at gaining insights into the common concerns of small business owners. These surveys are designed to help QuickBooks improve its products and services and ultimately support small businesses in achieving their goals. With a focus on understanding the unique challenges faced by small businesses, QuickBooks can provide tailored solutions that address their needs and help them succeed.

If you want to stop this, you may want to consider using browser extensions to detect and prevent pop-ups from appearing on your screen.

Moreover, you may want to check out this article to learn more about QuickBooks, its features, and its processes: Get started and adjust settings after you sign up for QuickBooks Online.

Feel free to get back to this thread if you have additional concerns or questions in mind. I'm always available to help. Take care.

With all due respect, none of the questions asked were aimed towards helping improve QB products that could lead to QB helping my small business. And unsolicited surveys to my customers that appear to come from my company are an intrusive, unauthorized violation of privacy. Adding extensions to keep pop ups off my screen doesn’t keep my customers from getting the surveys, so I’m not sure how that solves anything. At the very least, QB needs to request permission to do this. And it needs disclosed, loud and clear, to users. And exactly where does the information go when someone shares the email address and phone number of a potential lead? I filled that form out to test the survey and my company has received no notification about it at all. So who is collecting our lead data? You can certainly see how this is going to be a major issue when others like me start to figure this out. Who is selling the data? Who is benefitting from the data? It doesn’t appear to be the companies that you’re targeting. 

My customers  have advised me of the same. I am told it looks like a survey from my company, asks how we did, If they would use us again, and then asks for their contact information. The survey apparently looks like it’s coming from my company?!  

I, too, would like to know where that information is going. And I have not authorized anyone to submit surveys in my company’s name. Lastly, I would like copies of the information any of my clients submitted to you about  my company. Since it’s “”from” my firm, that shouldn’t be a problem. 

I just discovered this as well and I'm not thrilled it was put in place without our knowledge or consent. Invoices are a critical last "touchpoint" and I'd prefer QB not mess with what we already have in place. 

So, is the short answer "there is no way to turn this off"??

If so, this needs to be addressed immediately. 

This is important and something I'm not thrilled about. It feels like unnecessary pandering from my company and isn't reflecting the image we've worked hard to build. 

Please advise Intuit's plans to resolve this issue. 

I just received this today by email. Everyone may have this now but here is the instructions to turn off post surveys. 

Hello there,

On August 19, 2024, we will automatically turn on a post–invoice customer referral and feedback service for your customers to answer. This service will help you generate repeat business, referrals and customer feedback to help grow your business.

To turn this feature off:

1. The “Gear” icon in the upper right corner of QuickBooks Online
2. Select Account and Settings under Your Company
3. Select Sales Tab
4. Go to Post-Invoice Survey
5. Toggle the survey in the Off position
6. Click Save

As a valued customer, you can try this new feature free of charge for at least three months. We'll let you know in advance if there are any costs to continue using it. You can turn off this feature at any time in the Sales tab of Account and Settings.

Sincerely,

The QuickBooks Team

I am not sure if this will be a double post since the page was stuck for a second. My apologizes if so. 

The below is what I received from QuickBooks by email today. Everyone may already have this. 

Hello there,

On August 19, 2024, we will automatically turn on a post–invoice customer referral and feedback service for your customers to answer. This service will help you generate repeat business, referrals and customer feedback to help grow your business.

To turn this feature off:

1. The “Gear” icon in the upper right corner of Quickbooks Online
2. Select Account and Settings under Your Company
3. Select Sales Tab
4. Go to Post-Invoice Survey
5. Toggle the survey in the Off position
6. Click Save

As a valued customer, you can try this new feature free of charge for at least three months. We'll let you know in advance if there are any costs to continue using it. You can turn off this feature at any time in the Sales tab of Account and Settings.

Sincerely,

The QuickBooks Team

@ShangY Will Intuit be sharing more about how this is going to work?

• What questions will our customers be asked?
• Where do the responses go?
• What will Intuit be doing with our customers’ data and responses?
• Can we control how often our customers receive the survey? For example, will customers who receive invoices on a regular basis receive a survey every time?

Do you see this in your settings? I don't..

Thanks for reaching out and expressing your concerns, @ScottOMN and @ErikaG. I appreciate your proactive approach in seeking clarity about our survey system. I'm here to provide information about the Post-Invoice Paid Survey and Widget in QuickBooks Online (QBO).

Starting August 1, we'll gradually introduce a new survey widget feature for our QBO US and CAN customers. This feature will initially roll out to 10% of QBO users, enabling small business owners to track customer feedback. After payment of the invoice, a survey will be sent to ask if the client would like to engage with the business again.

Addressing your first concern, @ScottOMN, the customers will be asked:

• Would you work with [your company name] again?
• Which services would you be interested in next?

Regarding where the responses go, the data collected from these surveys is sent to a secure server for analysis. Intuit won't share or sell your customer's data with any third parties. We value your customer's privacy and take measures to protect their data. These responses will be used exclusively to help business owners assess whether and when there's a possibility that the customer will want to work with them again. 

Additionally, the Repeat Customers widget will allow you to see the feedback from clients who have expressed interest in working with you again. You can also use this feature to generate an estimate.

Currently, there is no option to control the frequency of surveys your customers receive. However, they have the option to turn off the survey. They received an email on Thursday, July 18, informing them that this feature could be disabled before the launch date of August 8. To do this, you (including @ErikaG) can follow these steps:

1. Navigate to the Gear icon and select Account and settings.
2. Open the Sales tab and scroll down to find the Post-invoice survey section.
3. Turn off by clicking on the toggle button, then Save.

I'm always here to help you every step of the way. Feel free to return to this thread if you have any other concerns. Have a great day!

The whole reason I started this thread is that a client told me months ago that he received a survey from my company. The form looked like my firm was asking the questions. We obviously were not.

QB representatives weren't able to tell me when it started, who was being asked, or most importantly, where that info (the answers) were going.

My company will be opting out.

Thanks.

It's crazy they did that without asking you. I guess you were a random guinea pig. Seeing what they just posted above of how it looks is definitely something I would not want my clients (who are all recurring monthly) to see.

Are we able to change the questions, even if we cannot change the answers?

How are we notified when a customer responds? Do we need to actively check the widget or is an email sent to someone internally?

While this looks interesting, we're likely not to use it as most of our invoices go to AP departments/people and not the decision makers for our services.

Thank you for your prompt response, ScottOMN. I'd gladly share some information about the new survey widget feature in QuickBooks Online (QBO).

As mentioned in the previous post, a new survey widget feature started rolling out on August 1st for our QBO US and Canada customers. In addition, you will receive an email notification on Thursday, July 18th, with an option to turn off this feature before its launch on August 8th.

When a customer makes an online payment for an invoice in QBO, a post-invoice survey will be sent to you automatically. This survey asks if they would like to work with your business in the future.

You can manage the notifications for these surveys by adjusting your settings in QuickBooks Online. Here are the following steps:

1. Log in to QuickBooks Online.
2. Navigate to the Settings (gear icon).
3. Select Account and Settings.
4. Go to the Sales tab.
5. Scroll down to the Online Delivery section.
6. Toggle the Post-Invoice Survey option to enable or disable it.

Moreover, you can set up email alerts to receive notifications when an invoice is paid. Here's how:

1. Log in to the Merchant Center.
2. Choose Settings & Alerts under Account.
3. Select Yes under Receive Credit Card Deposit Notification in the Email Alerts section.
4. Enter the email address where you’d like to receive the notifications.
5. Click Save when done.

This way, you’ll be notified whenever a customer completes a payment, and you can keep track of the surveys being sent out.

For more detailed information on the process, I recommend reading this article: Notification Emails for Recurring Payments.

You may also find this article beneficial for further information on managing your QuickBooks Payments account in the Merchant Service Center: Access and manage your QuickBooks Payments account.

Please tag my name in your reply on the Community forum for further inquiries about payment alert concerns in QuickBooks. I'm more than willing to assist you further. Have a pleasant day!