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Work Order Surveys

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Captured 2026-10-12T13:27:01.122Z · Current capture · Publication date Unknown

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Work Order Surveys allow property teams to collect feedback from Tenants after a work order has been completed. Surveys can be automatically sent via email and push notification, and completed directly within the Cove Dashboard or mobile app.
This feature helps building administrators track satisfaction and identify areas for improvement in building maintenance and operations.

Setting Up a Work Order Survey

How Surveys Are Sent

Completing a Work Order Survey

Viewing Survey Responses

Managing Work Order Surveys

Example

Notes:

Only Tenants Admins receive Work Order Survey notifications.

Surveys can be tailored to specific tenants or issue types.

Email and push notifications are supported simultaneously.

Building Admins and Building Managers can review, filter, and export responses directly in the dashboard.

Setting Up a Work Order Survey
After enabling the feature, building admins can create surveys under Work Orders → Setup → Surveys.
Each survey includes the following fields:

Status: Active or Inactive

Tenants: Apply to all tenants or select specific tenants

Issue Type: Apply to all, none, or specific issue types (multi-select)

Survey Frequency: How often the survey should appear per tenant (e.g., every 1, 3, or 5 work orders)

Notification Settings: Choose whether to send email and push notifications when a survey is triggered (enabled by default)

⚠️ Important: Assigning a survey to an issue type automatically overwrites any existing survey linked to that issue type. Each issue type can only be associated with one active survey at a time.
How Surveys Are Sent
When a Work Order with a configured survey is completed:

The Created For user on the work order (typically the tenant) receives both an email and push notification asking for feedback.

The message reads: "How was your experience with your recently completed work order? We’d love your feedback.”

Clicking Take Survey in the email or tapping the push notification opens the survey in the Dashboard or mobile app.

Completing a Work Order Survey
Tenants can complete surveys in two ways:
Option 1: From Notification

Tap the push notification or click Take Survey in the email.

The full-screen survey form opens in the Cove app or dashboard.

Answer all questions and submit.

Option 2: From Work Order Detail View

Open the relevant Work Order in the dashboard.

If a survey is pending, a Take Survey button will appear in the detail view.

Click Take Survey to open the form in a side drawer and submit your feedback.

Viewing Survey Responses
Property teams can view, filter, and export Work Order survey responses in Work Orders → Setup → Survey Responses.
The responses table includes:

Work Order ID (linked to detail view)

Assignee

Category and Issue Type

Date Submitted

You can:

Search and filter by Work Order ID, Issue Type, or Assignee

Download the table for reporting and analysis

Within a Work Order Detail View

If a response has been submitted, it will appear under the Feedback Response section.

If no response exists, you’ll see an empty state: "No feedback submitted yet.”

Managing Work Order Surveys

Edit or duplicate surveys from the setup page to reuse question templates.

Deactivate a survey to stop sending notifications without deleting it.

Reassign or remove issue types as needed — the system automatically prevents duplicates.

Example
Scenario:
A property team wants to track satisfaction with janitorial requests and receive consistent tenant feedback, and they have connected with their CSM or Technical Support to turn on this capability.
Setup Steps:

Create a new Work Order Survey named “Janitorial Feedback.”

Set Survey Frequency to Every 3 Work Orders per Tenant, so tenants don’t receive a survey after every request.

Under Issue Type, select “Cleaning / Janitorial.”

Keep Send Email and Push Notifications checked.

Save the survey and activate it.

Result:

Every third janitorial work order completed for a tenant triggers an automatic email and push notification.

The tenant can complete the survey directly in the app or dashboard.

The property team can view results under Survey Responses, filter by issue type, and export data for reporting.

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Source ID: cove-42597211272596 · Capture ID: 4e951ef2c7a7f294f1979def20ec772d7dfea824e2d4ca5792d020be063f7362