Know how every visit went, and keep the clients who matter

Ask how the visit went

Switch it on and a client is asked a couple of hours after a visit is finished, by text if they agreed to texts and otherwise by email. They give a rating out of five, a comment if they like, and, if you want it, how likely they are to recommend you. It only asks between 8am and 8pm, never twice for one visit, and not at all if a client has said they would rather not be asked.

Answers arrive in an inbox for the people who manage clients. A low score, by a line you choose, emails the team straight away. It is off until you turn it on, and it takes the place of the plain review request so nobody gets two messages.

• A star rating, a comment and an optional recommend score
• Texts or emails, never at night, never twice for one visit
• A low score emails the team at once
• Growth plan and above

Scores you can read at a glance

A scores page shows the average rating, the share of satisfied clients, the recommend score, how many asked answered, and how quickly your team replied and put things right. Each is set beside the same length of time just before, and broken down by person, service and postcode area, with a line you can set as your target.

A low score becomes a case with an owner

A poor rating can open a case on its own, or you can open one by hand from any answer. A case has a severity, an owner, a time to reply counted in working hours and a time to fix it. Late cases are flagged by the hour, and a case you close can lead to an improvement plan, so the same complaint does not come back.

• Cases that open on their own from a low score
• A reply time in working hours and a fix time
• Late cases flagged, with improvement plans to follow up

See who is at risk, with rules you can read

On the Scale plan every client gets a health score from 0 to 100. Everyone starts at 100 and each warning sign takes points off: an open complaint, a low score, going quiet, a regular booking that stopped, late payment, a declined quote. Regular and one-off clients are scored by different rules, and a sign that cannot be judged is left out rather than guessed. Under 40 is high risk, and the at-risk list tells you who to ring first.

The AI can read comments and sort them into topics, with names, emails, phone numbers and addresses removed first. It can add at most ten points to a score and can never be the only reason a client is high risk. A person can always check and correct what it read.

• A 0 to 100 score from rules written in plain words
• An at-risk list to work down
• AI sorts comments into topics, and a person has the last word
• Scale plan

Rules that act on their own, and questions you can ask

Also on the Scale plan, a rule says when something happens, who it applies to and what to do: make a task, open a case, give the client to someone, email your team or owner, or send the client a message. Anything sent to a client waits for a person to approve it unless you turn that off for the rule, and nothing is done twice.

The staff assistant can answer questions such as who needs a call this week, what clients are saying about a service, or which cases are late, and shows the records it used so you can check.

• When, if and then, with a delay if you want one
• Messages to clients wait for approval by default
• Ask the assistant, and see the records it used