Client surveys and retention

Find them under Marketing › Campaigns, on the Surveys tab. Create a survey for a client — optionally tied to a visit — with New survey, and pick how it goes out. Text messages are switched off for now, so the form starts on Email and text cannot be picked. You can also copy the survey’s link and send it yourself. Surveys are created one at a time; none are sent automatically after visits.

The client rates the visit from 1 to 5 stars, with optional detail scores, a 0–10 "would you recommend us" (NPS) question and a comment. A 3 or lower is flagged so a manager can follow up.

After answering, every client sees the same button to leave a Google review, whatever rating they gave — Google does not allow asking only happy clients for reviews. The button opens your clinic’s own Google listing once Rosie has matched the clinic to its Google Business Profile (checked weekly; Marketing › Growth shows whether it found your listing, and why not). Until then, no button shows.

The Surveys page shows responses in the last 30 days, the average rating, your NPS and how many are flagged.

The Retention tab (owners, managers and admins) shows each client’s value over the last 12 months, how your clients split into Active, Cooling, At-risk, Churned and Awaiting first visit, and your NPS trend over the last 90 days.