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Sending Surveys Growth+This feature requires the Growth+ plan or higher

EquipDash gives you two ways to get surveys in front of your customers: automatic triggers that send surveys based on booking events, and manual sharing for one-off requests. This page covers both approaches.

Automatic Sending​

Automatic sending is the most common approach. You set a trigger, and EquipDash takes care of the rest.

Available Send Triggers​

TriggerWhen It SendsBest For
After booking completesWhen the booking status changes to "Completed"General post-booking feedback
After equipment returnWhen all rented items have been returnedRental-focused surveys
After experience checkoutWhen a scheduled experience finishesTour and activity feedback
Manual onlyNever sent automatically — you choose whenAd-hoc feedback requests

Setting Up Automatic Sending​

  1. Open the survey in the Survey Builder.
  2. Click Settings in the top toolbar.
  3. A side panel opens titled Survey Settings.
  4. Choose a trigger from the When to send dropdown.
  5. Set the Delay before sending (hours) — the default is 24 hours (pulled from your company settings). Toggle Override to set a custom delay for this survey. You can set any value from 0 to 168 hours (one week).
  6. Click Save Settings.

The Survey Settings panel showing the When to send dropdown and delay options

Why Use a Delay?​

A short delay (e.g. 24 hours) gives customers time to reflect on their experience before responding. Sending immediately after checkout can feel pushy, while waiting too long means the experience is no longer fresh. We recommend starting with 24 hours and adjusting based on your response rates.

Survey Assignments and Triggering​

If your survey is assigned to specific products or experiences, it will only trigger for bookings that contain those items. If no assignments are set, the survey triggers for all qualifying bookings.

For example:

  • A survey assigned to "Mountain Bikes" and "Road Bikes" will only go out after bookings that include those products.
  • A survey with no assignments will go out after every qualifying booking.

Only Send After a Clean Return​

For surveys triggered After equipment return, you can stop the survey from going out when the customer returned gear in poor or damaged condition. This prevents a review request landing on a customer who had a rough experience with damaged gear — exactly the time you least want to push them toward a public review.

To enable the clean-return gate:

  1. Open the survey in the Survey Builder.
  2. Click Settings in the top toolbar.
  3. In the Survey Settings panel, turn on Only send after a clean return.
  4. Click Save Settings.

When this option is on, the survey is skipped for any booking where a return condition report records a condition of Poor or Damaged on any item. Bookings where all returned items are in Excellent, Good, or Fair condition are sent as normal.

This option only appears for surveys using the After equipment return trigger. It has no effect on other trigger types.

Sending Surveys by SMS​

Surveys can be delivered by email, SMS, or both. SMS delivery puts the survey link directly in the customer's messages app — no inbox to dig through.

To configure the delivery channel for a survey:

  1. Open the survey in the Survey Builder.
  2. Click Settings in the top toolbar.
  3. In the Survey Settings panel, locate the Delivery channel option.
  4. Choose Email only, SMS only, or Email and SMS.
  5. Click Save Settings.

SMS survey sends require your SMS wallet to have credits. Each SMS survey send consumes one credit per recipient. See SMS Wallet for details.

SMS survey sends are logged in the Sent tab alongside email sends, with the channel column showing SMS or Email.

note

SMS delivery for surveys requires the SMS add-on to be active on your account. Go to Settings → SMS to enable it. See Getting Started with SMS.

Manual Sharing​

If your survey is set to Manual only, or if you want to share a survey outside of the automatic triggers, you can use the share options in the survey builder.

  1. Open the survey in the Survey Builder.
  2. Click Share in the top toolbar.
  3. A modal titled Share Survey opens with the following options:
    • A survey link and Copy link button to copy it to your clipboard.
    • An Open survey in new tab link to preview the survey yourself.
    • Add to your website, with two choices:
      • Embed the survey (recommended) — a code snippet that places the live survey directly on your web page, so customers answer without leaving your site.
      • Scan-to-open QR code — a QR code customers scan with their phone, plus a snippet to display it on your website and a Download QR image button to print it (e.g. on flyers or at your shop counter).

Send the link to customers via email, text message, or any other channel. Embed the survey on a page to collect answers inline, or display the QR code at your shop counter or on printed materials so customers can scan it with their phone to open the survey.

tip

The QR code snippet contains the image directly, so it displays reliably on any website — including Squarespace — with no extra setup.

Tracking Sent Surveys​

You can see every survey email that has been sent from the Sent tab.

  1. Click Surveys in the left sidebar.
  2. Click the analytics icon (chart) on a survey row, or click the survey name.
  3. Select the Sent tab.

The table shows the following columns:

ColumnDescription
Sent DateWhen the survey was sent
CustomerThe customer's name and email address
BookingThe linked booking (if applicable)
ChannelHow the survey was delivered: Email or SMS
StatusPending, Sent, Responded, or Failed
ActionsResend icon to re-send the survey

The Sent tab showing survey emails with status and resend options

Resending a Survey​

If a survey email failed or you want to send it again:

  1. Go to the Sent tab.
  2. Find the entry you want to resend.
  3. Click the resend icon (paper plane) in the Actions column.

Tips for Better Response Rates​

  • Keep surveys short — 3-5 questions is the sweet spot. Response rates drop sharply with longer surveys.
  • Send within 24 hours — Customers are most likely to respond when the experience is still fresh.
  • Personalize the subject line — The email includes the customer's name automatically.
  • Follow up on detractors — When you respond to unhappy customers, they often update their feedback.