Simple NPS loop for field service
Collect customer satisfaction scores with Toolfy reminders and Google Forms, then trigger follow-up tasks when NPS scores dip.
Simple NPS loop for field service
You don’t need fancy software to capture customer satisfaction. Use Toolfy reminders + a basic form to record scores and close the loop.
Step-by-step
- Create a Google Form with two questions:
- “How likely are you to recommend us? (0–10)”
- “Anything we could have done better?”
- Embed link in reminder
- In Toolfy Reminders, add a “Thanks for choosing us” reminder 2 hours after job completion.
- Include the form link + personalization tokens.
- Log responses
- Connect Google Form to a Sheet, then use Zapier to write scores back to Toolfy (customer note + tag
Promoter/Passive/Detractor).
- Connect Google Form to a Sheet, then use Zapier to write scores back to Toolfy (customer note + tag
- Trigger follow-up
- Workflow: when a detractor tag hits, create a task “Call customer” assigned to the owner.
- For promoters, auto-send the review link.
Metrics to watch
- Response rate (aim for 30%+)
- % promoters vs detractors
- Average score trend month over month
Why it works
- Takes under 1 hour to set up.
- Keeps all feedback inside Toolfy so technicians see it next visit.
- Gives you an early warning when service slips.
Need the Zapier recipe + token-ready reminder template? Email support@toolfy.io.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How do I set up a simple NPS system for my field service business?
What should I do when a customer gives a low NPS score?
What NPS metrics should I track for field service?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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