Captivated Professional Services
NPS Score & Review Automation
Right now, the only customers telling you how they feel are the ones angry enough to post about it.
We build workflows that ask every customer for a score after the job. High scores go straight to your Google review page. Low scores go straight to a manager, while there's still time to fix it.
Your Rating Is Written by Your Worst Days.
The customers who write reviews unprompted are almost never the average ones. That single fact distorts how every prospective customer sees your business.
The Feedback You Never Collect
Asking every customer how it went is a good idea that works, until you get busy. Without a system, that practice fades away, right about the time something actually goes wrong.
The Promoter Who Says Nothing
Did you know your promoters generate nearly 3x the lifetime revenue of detractors? They're also the quietest group you have. Unasked, they simply leave happy and tell nobody.
The Detractor Who Leaves Quietly
Roughly half of detractors churn within 90 days of a survey. If you never surveyed them, you don't even get the warning. You just notice, eventually, that they stopped coming back.
One Question. Two Very Different Outcomes.
This isn't a form builder you have to learn. We digitize your forms and build them directly into your account. You describe the outcome; we configure everything underneath it.
You tell us what you need, and we do the rest.
We Build the Survey Around the Moment
- A short text or form-based feedback request, triggered when the job is done rather than on a monthly schedule.
- Transactional surveys outperform periodic ones by ~10% (Bain)
- Written in your voice, a personalized survey reads like a conversation and not a research instrument.
Low Scores Reach a Human, Fast
- Ratings that fall below your threshold brings a manager into the conversation automatically.
- It asks the customer what went wrong and gives them somewhere to say it, privately, to you.
- You recover your customer, dodge the bullet of a poor review, and win the day!
High Scores Go Straight to Google
- Ratings at or above your threshold send a Google review request with a direct link to your listing.
- Reviews flow back into your Captivated Reviews dashboard, filterable by date, star rating, and location.
- The employee scoreboard shows who is driving reviews as well as their average rating.
Tested Before It Touches a Customer
- We run the full workflow with you before anything goes live.
- You approve the wording, the threshold, and the escalation path.
- Once the workflow is live, we stand by to assist with any future needs.
A Trusted Partner to Make Reviews Work for You
1200+
businesses served across a decade of business texting.
98%
of our customers would recommend Captivated to industry peers.
5 Star
Google reviews and SOC 2, HIPAA and CCPA credentials.
90%
report reduced admin effort and improved efficiency.
Live
U.S.-based support from real people.
88% of consumers trust online reviews as much as personal recommendations (Vendasta).
A single poor service interaction reduces a customer's likelihood to recommend by an average of 22 percentage points, while resolving an issue on first contact raises NPS by 15 to 25 points versus multi-contact resolution (Qualtrics XM Institute, 2025).
“We were doing everything by email, and that's just not how our couples prefer to communicate anymore. Between everyday communication and using Captivated Live Forms to send digital surveys via text, Captivated has given us a faster, easier way to connect with our couples that feels more natural and allows us to be more responsive.”
3 Steps to Knowing Where You Actually Stand
Request the service.
We'll confirm Workflows & Automations and Google Reviews are ready on your end.
One short conversation.
A 15 minute conversation where you tell us what score counts as happy, who hears about it when it isn't, and what that person should say.
We build, you test, it goes live.
Our team builds things out for you. You can test yourself, before we turn it on. Your review process never looked better.
What Changes When Every Customer Gets Asked
Feedback Collection
Without This Service:
Ad hoc, and the first thing dropped on a busy week
With Captivated:
Automatic, triggered at the end of every job
Practical Impact:
You measure the busy weeks, which are the ones that go wrong
Unhappy Customers
Without This Service:
Discovered publicly, after the review posts
With Captivated:
Escalated to a manager while the problem is still fixable
Practical Impact:
Recovery becomes possible instead of theoretical
Review Volume
Without This Service:
Whoever was motivated enough to post unprompted
With Captivated:
Every satisfied customer gets a direct link at the right moment
Practical Impact:
Your rating starts reflecting your average day
Visibility
Without This Service:
A general sense of how things are going
With Captivated:
Scored responses in a dashboard, by date, rating, and location
Practical Impact:
Problems show up as a trend before they show up as churn
The Bottom Line
Without it: your public rating keeps being written by your least representative customers, and the ones you could have saved leave without ever telling you why.
Frequently Asked Questions
No, and the distinction matters. We never suppress a review or discourage anyone from leaving one. Customers can post whenever they want, and many detractors still do. The workflow simply invites an unhappy customer into a conversation for a faster, more direct way to reach a human who can fix the problem. Asking how someone's experience went before asking for a review is ordinary good service.
Workflows & Automations enabled, Google Reviews enabled, and your Google My Business listing connected. If any of those aren't ready, we'll tell you before you pay rather than after.
Leveraging NPS Surveys to build your online reviews protects and strengthens your online reputation. In consistently collecting customer feedback, you identify dissatisfied customers for timely follow-up, while encouraging satisfied customers to share their experience publicly. Preventing even one damaging review or generating a small number of additional positive reviews far outweighs the investment by increasing customer trust and supporting future acquisition.
Absolutely, and you should. Most businesses adjust after the first month once they see the score distribution. You can edit it yourself, or text Support and we'll adjust it with you.
Then we'd likely recommend the feedback and escalation half without the review request. Knowing a customer was unhappy is valuable in any industry. We'll be straight with you about which half is worth your money.
Important Note: Live Forms Build is delivered by Captivated Professional Services and billed hourly, scoped and quoted before work begins. Requires the Forms feature enabled on your account. Captivated builds forms to your specifications; businesses remain responsible for the content and legal sufficiency of their documents, for obtaining appropriate consent, and for their own recordkeeping and retention policies.
Ready to Start Generating Real Reviews?
One short conversation. We'll build the workflow, test it with you, and hand it over running.
Already a customer? Text Captivated Support at 317-316-3600.
