A homeowner with a dead AC types "AC repair near me" and picks from the map pack. The shop with 4.7 stars and 180 reviews gets the call. The one with 3.9 stars sits there. SERVNORA asks every customer how the job went once the truck pulls away, hands your team the unhappy ones before they post, and shows which technicians are moving your rating up or down.
Free for 14 days. No credit card.
Where HVAC reputations actually leak
The review request depends on whoever remembers to ask. During install season your dispatchers are juggling permits, crane windows, and a parts backorder. Asking a customer for a Google review falls off the list every single day of that stretch, and by the time it's quiet again the customer has moved on.
Happy maintenance-plan customers never say anything. The customer on a twice-a-year plan who has used you for nine years writes no review at all. The one whose tech showed up late writes one immediately. Your public rating is being written by your angriest customers because they're the only ones typing.
A bad install follows you for years. One homeowner who got a loud system, a crooked line-set cover, or a quote that grew by $800 tells the neighborhood. You hear about it in a one-star review three weeks later, by which point the truck that caused it has done forty more jobs.
You can't see which techs are helping. Two of your guys get thank-you calls. One gets callbacks. Without technician-level feedback you coach on gut feel, and the tech who quietly costs you work keeps getting routed to the best neighborhoods.
What SERVNORA does the moment a job closes
The customer gets one question, not a survey. When you mark a job completed, SERVNORA sends a feedback request by email, or by text if you're on Growth. You set the delay so it doesn't land at 10pm, you set quiet hours, a per-customer cooldown, and a daily cap so nobody gets spammed.
Their rating decides what happens next. A 5-star answer gets a thank-you and a Google review invitation. A 3-star answer gets a follow-up. A 1-star answer opens a recovery case and notifies your team that day, before the customer has finished typing a public review about it.
Your team works a list, not a feeling. Recovery Cases show what's open, who owns it, and what it's worth. Review Opportunities show who was invited and who hasn't answered yet, so you know exactly who to nudge instead of guessing.
Technician scorecards settle arguments. Feedback ties back to the technician on the job, so when you review performance in a Monday meeting you're looking at who customers actually praised, not who tells the best story.
What's in the box
| Capability | What it does in an HVAC shop |
|---|---|
| Estimate Recovery & Recovery Score | Ranks open quotes by how likely they are to close, so a $14,000 system changeout doesn't sit behind a $189 capacitor swap in the follow-up queue. |
| Experience Recovery & Unhappy Customer Detection | Flags the low ratings as they come in and opens a recovery case with the job, the technician, and the customer attached. |
| Review Opportunities | Tracks who was invited to review Google, who clicked, and who ignored it. |
| Technician Scorecards | Per-tech feedback, ratings, and callback patterns over time. |
| Feedback requests by email and SMS | Templates you write once, sent on your schedule with quiet hours and cooldowns respected. |
| Advanced recovery analytics | Shows what's open, what's been recovered, and what it added to revenue. |
A week of this in a real HVAC operation
Tuesday: a furnace changeout finishes at 4pm, so the request holds until Wednesday morning under your quiet-hours rule. The customer rates it 5 stars, gets a thank-you and a Google link, and posts one that evening.
Thursday: an AC repair comes back a 2-star. A recovery case opens with the job attached. Your service manager calls before lunch. The customer gets a callback visit, the issue gets fixed, and the updated feedback replaces the first impression.
Friday: you open Estimate Recovery and see three quotes past 21 days, two of them over $6,000. Your CSR calls those three before she works the rest of the list. One books.
Pricing
Four plans, priced the same for every trade. Every one starts with a 14-day free trial.
| Plan | Price | What it's for |
|---|---|---|
| Starter | $99/mo ($79/mo annual) | Solo operators and small shops. 100 feedback requests a month, email requests, up to 3 team members. |
| Growth | $199/mo ($159/mo annual) | Companies running 500 feedback requests a month, SMS and email, Jobber integration, unlimited team members. |
| Scale | $349/mo ($279/mo annual) | 1,500 feedback requests a month, advanced analytics, webhooks, priority onboarding. |
| Enterprise | Custom | Custom volume, API access, dedicated account manager. Talk to sales. |
HVAC questions
How fast do reviews start showing up?
The feedback request goes out on the first completed job after you set it up. New reviews show up at whatever pace your customers actually answer, which for most shops means a handful in the first weeks and a steadier flow after that. We don't promise a multiplier, because we don't control what your customers type.
Will my technicians get blamed for bad feedback?
Scorecards tie feedback to the job and the tech who did it, which is the point: you find out which callbacks and complaints are one person's pattern instead of a whole crew's. Use it in coaching, not in public, and the numbers stay useful.
Does it work alongside Jobber?
Yes, on Growth and above. Jobber syncs estimates and customers both ways, so you're not re-keying job data to send a request. On Starter you can import with CSV.
What about the customer who answers at 11pm?
Quiet hours hold the request until morning. The customer who submits feedback at 11pm still gets handled: their rating routes like any other, and a negative one reaches your team the next time you're in the app.
Do I need a contract?
No. Every plan is month-to-month, you can cancel from settings, and the trial doesn't ask for a card.
Your competitors' rating is being written every day
Whether you add to it is a scheduling decision, not a talent one. Turn on feedback requests this week and every job you finish from here becomes a chance to move your rating, or to catch a customer before they write something you'll still be explaining next year.
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