Setting up customer interview questions

An interview is a set of structured questions the rep asks the customer during the Information tab. This article covers the admin-side question setup and how reps answer them on the appointment.

Where this lives: Admin → Appointment Format → Customer interview questions
For: Admin
Manager

Why this matters

The customer interview is the structured-questions half of the Information tab — the questions a rep asks every customer to capture context the contract and job-information sheet need. Where the meeting plan is a checklist of things to do, the interview is a list of questions to answer: how was the customer referred, what's the budget range, what's the timeline, what condition is the existing surface in, who's the decision-maker.

Captured answers flow through to the Job Information PDF the install crew reads, so the production team starts the job already knowing the context the rep gathered on site. Standardizing the questions also makes the answers comparable across appointments — useful when a sales manager wants to look at trends or a marketing manager wants to know which referral sources are converting.

Step 1 — Open the customer-interview editor

Navigate to Admin → Appointment Format, then open the Customer interview questions section. The list shows every question your company has configured, and the order they appear in to the rep on the appointment.

TODO(steps): walk through the actual UI for adding, editing, reordering, and removing questions. Cover the answer types — open-ended text vs. picking from a list vs. range-based answers — and how each renders on the appointment.

Screenshot coming soonMac — Customer interview editor in Admin/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-01-mac.png Screenshot coming sooniPad — Customer interview editor in Admin/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-01-ipad.png

Step 2 — How a rep answers interview questions on the appointment

TODO(steps): describe the appointment-side workflow. Where the interview appears in the Information tab, how the rep moves through the questions, whether they can skip, whether they can re-edit after the appointment is closed.

Screenshot coming soonMac — Interview questions on the appointment Information tab/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-02-mac.png Screenshot coming sooniPad — Interview questions on the appointment Information tab/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-02-ipad.png

Step 3 — What ends up on the job-information sheet

TODO(steps): explain how the captured answers are rendered on the Job Information PDF the install crew sees.

Screenshot coming soonMac — Interview answers as rendered on the Job Information PDF/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-03-mac.png Screenshot coming sooniPad — Interview answers as rendered on the Job Information PDF/screenshots/support-admin-and-company-setup-appointment-format-customer-interview-questions-03-ipad.png