Customer surveys

What Customer surveys shows

Customer surveys is the subsection of Reputation that rolls up feedback your own customers have given you directly, as opposed to a public review on Google or Trustpilot. Where the Reviews tab is what a stranger reads on a review platform, Customer surveys is what a customer told you in a satisfaction survey your CRM or job-management tool sent them after their job closed. It is a small aggregate box: a handful of counts and one rate, not a list you scroll through.

Verinode does not send these surveys and does not invent a number here. Every count in this box comes from a customer survey response that has actually reached Verinode. Until at least one has, the box does not render at all, it shows a plain explanation instead.

Where to find it

Open Reputation from the sidebar at iq.verinode.ai/reputation. Customer surveys lives inside the How you're doing tab, the middle tab of the three-tab overlay (Reviews, How you're doing, Findings).

Click the How you're doing tile in the Overview row on Reputation home to open the overlay on that tab, then scroll down. The subsections run in this order: your Trust Score composite and profile card, the By platform list, How you compare (peer benchmarks), Carrier vs customer gap (only when Verinode has flagged one), Carrier scorecards, then Customer surveys, and finally your reputation task checklist. There is currently no separate entry tile on Reputation home that jumps straight to Customer surveys the way a platform tile jumps straight to that platform's reviews, so scrolling to it inside How you're doing is the way in.

What you see: the aggregate box

When Verinode has at least one customer survey response on file, the box shows six figures in two rows of three:

• Responses, the total number of customer survey responses Verinode has recorded for you, all-time. This is a straight count of every response tied to an invite marked as a customer (not a team member or a vendor contact), regardless of which survey it came from.
• Avg rating, the average reply rating across those responses. In the current build this figure is not wired up yet, so this tile reads as a dash rather than a number no matter how many responses you have. The underlying rating sits on the response record; Verinode just isn't rolling it into this average yet.
• Response rate, how many of the customer surveys Verinode can confirm were sent actually got a reply, as a percentage. This specifically divides responses by customer invites with a confirmed send, so it can behave differently from the Responses count above: a response that reached Verinode as a forwarded document, rather than through an invite Verinode itself tracked as sent, still adds to Responses but may have no matching "sent" record to divide into. When there is no sent-invite basis to compute a rate, this tile reads as a dash instead of 0%.
• Last 30d, how many customer responses arrived in the trailing 30 days, counted from when the response was recorded.
• Last 90d, the same count over the trailing 90 days.
• Surveys, the total number of survey records on your account, of any kind. This is broader than customer surveys specifically: if you've used the Quick Survey button to poll your team about a vendor, a carrier, or a certification, those survey records are included in this total too, alongside any customer satisfaction survey. Read this one as "how much survey activity exists on my account," not "how many customer surveys I've run."

Where this data comes from

Customer surveys are not something you create inside Verinode the way you create a Quick Survey to your team. They land here the way most of Reputation's compliance and satisfaction data reaches Verinode: you forward the completed survey (an export from your CRM's post-job satisfaction feature, a scanned form, a PDF) or upload it through Add Data, and Verinode's extraction reads the respondent's name, the scores, and any comments, matches it to a customer record where it can, and writes it as a survey, an invite marked as a customer, and a response.

Re-forwarding the same document does not create a duplicate. Verinode keys the underlying survey by a stable title built from the claim number when the document has one, or the customer's name when it doesn't, and keys the invite by that survey plus the customer's contact detail, so a second pass over the same document updates the existing record rather than doubling your Responses count.

See Forwarding documents and Connecting your data for the general mechanics of getting a document into Verinode, and Clients and carriers for how the customer-and-carrier relationship this data sits inside is organized.

How this feeds the carrier vs customer gap

Customer surveys is one of the two inputs behind the Carrier vs customer gap subsection that sits above Carrier scorecards in the same tab (visible only when Verinode has flagged a gap). Carrier scorecards tell Verinode what a carrier's own compliance metrics say about a job. Customer surveys and reviews tell Verinode what the person who lived through the job actually thought. When a carrier's scorecard reads clean but customer feedback on that carrier's jobs is running low, that divergence is worth knowing about before it eventually shows up in the carrier's own numbers too. See Carrier scorecards for the fuller walkthrough of that comparison.

Empty state

If Verinode has no customer survey responses on file yet, the subsection reads:

"No customer survey responses yet. Solicited feedback from your CRM appears here once responses land."

This is not a broken screen. It means no customer satisfaction survey response has reached Verinode yet, whether that's because your CRM's post-job survey feature isn't forwarding results, or because none have been uploaded through Add Data. Forward or upload one, and the aggregate box replaces this message on the next pass.

Best-practice example

Say your CRM sends a short satisfaction survey to every customer a week after job close, and someone on your team forwards the resulting PDF exports to Verinode as they come in. Over a quarter, Responses climbs to 34, Last 30d shows 9, and Response rate reads as a dash because Verinode has no record of exactly how many surveys your CRM actually sent, only the replies that were forwarded. That gap is worth closing: ask whoever owns the CRM's survey feature to also forward the send log or the invite count, not just the completed responses, so Verinode has both sides and can compute a real response rate instead of a dash. In the meantime, watch Last 30d and Last 90d against each other, if 30-day volume looks thin against the 90-day figure, that is the more reliable early signal that forwarding has lapsed.

Data sources

Related: Reputation section overview, Your Trust Score and How you're doing, Carrier scorecards, Clients and carriers, Forwarding documents, Connecting your data, The decision workspace.