How to Collect Customer Feedback After Appointments in Opencals
Opencals can ask your customers for feedback automatically after every appointment — a satisfaction rating, a quick recommendation, or an open comment on how the visit went. You build the questions once in the dashboard, decide which services they apply to, and Opencals emails the form to the customer once the appointment is over. This guide covers building those questions and getting them delivered.
Feedback questions live under Forms → Feedback. Create a question, pick its Type (Rating, Dropdown, Checkbox, text, or File Upload), choose whether it applies to all services or specific ones, and write the wording customers see in Translations. Opencals then sends the questions in the appointment feedback email automatically.
Before you start
You'll need admin access to your Opencals dashboard and at least one service set up so you have something to attach questions to. Feedback questions are asked after the appointment — if you want to ask questions during booking instead, see checkout questions.
Step 1 — Open the feedback questions list
Go to Forms → Feedback. The list shows every feedback question you've built, with four columns: Name (the internal name), Type, Required, and Saved languages. Each row has an edit action, and there's a Create feedback question button to add a new one.
| Name | Type | Required | Saved languages | |
|---|---|---|---|---|
| Overall Satisfaction Rating | Rating | Yes | EN, ES | |
| How Can We Improve | Multi Line Text Field | No | EN | |
| Would You Recommend Us | Dropdown | No | EN |
The Name column is your internal label — customers never see it. It's only there so you can tell your questions apart in this list. What the customer actually reads comes from the question's translations, which you set up in Step 4.
Step 2 — Create a feedback question
Click Create feedback question. Give it an Internal name, then pick a Type. Opencals offers six question types:
Question
Services
Rating
A star rating — the go-to for overall satisfaction, service quality, or an NPS-style score.
Dropdown
A single choice from a fixed list of options you define (e.g. 'Would you recommend us?' → Yes / Maybe / No).
Checkbox
A single tick box — useful for yes/no confirmations like consenting to a public review.
Single Line Text Field
A short free-text answer, such as a one-line comment.
Multi Line Text Field
A longer free-text box — best for 'How can we improve?' style open feedback.
File Upload
Lets the customer attach a file, with allowed file types, max size, and max files that you configure.
Tick Required if the customer must answer before submitting the form. Leave it off for optional questions — open comment boxes are usually best left optional so the form stays quick.
Keep it short
Feedback response rates drop fast as forms get longer. A single Rating plus one optional Multi Line Text Field ("Anything we could do better?") is often all you need — you can always add more questions later.
Step 3 — Choose which services it applies to
Every question has a Services card. The big toggle at the top is Show for all services — leave it on and the question is asked after every appointment, regardless of what was booked.
Services
Turn Show for all services off and an Assign services combobox appears. Pick the specific services this question should apply to — handy when, say, a consultation needs a different question than a walk-in service. If you turn the toggle off and don't assign any service, the question won't be shown to anyone until you either assign a service or switch Show for all services back on.
Step 4 — Write the customer-facing wording
Save the question, then use the Translations card to write what the customer actually reads. Each translation has a Title (required) and an optional Description. For Dropdown questions you'll also see an Options list here — that's where you type each choice.
Translations
Each language you add gets its own tab, so a customer booking in Spanish sees the Spanish wording and an English customer sees English. Add as many languages as you serve — the internal name and question type stay the same across all of them; only the wording changes.
Internal name vs. Title
The Internal name (Step 2) is your private label in the questions list. The Title (here in Translations) is the actual question the customer sees. They can be different — name it "NPS score" internally and title it "How likely are you to recommend us?" for the customer.
Step 5 — Turn on the feedback email
Feedback questions are delivered through the appointment feedback email. Opencals sends this email
after the appointment, and it includes a link ({{feedback_link}}) to the form built from your questions.
If that email is off, your questions are never sent.
Enable the appointment feedback email in your notification settings — see the full walkthrough in how to set up email notifications. Once it's on, every appointment that finishes triggers the email, the customer clicks through, and their answers flow back into Opencals against that appointment.
No email, no feedback
Building questions is only half the job. The feedback form only reaches customers if the appointment feedback email is enabled. If responses aren't coming in, check that email is turned on first.
Frequently asked questions
Frequently Asked Questions
Keep going
Add checkout questions
Ask customers questions during booking instead of after — same builder, different timing.
Set up email notifications
Turn on the appointment feedback email so your questions actually reach customers.
Customer feedback overview
See how Opencals collects reviews and ratings across your appointments.
Opencals pricing
Pay-as-you-go at $0.99 per booking or custom monthly from $15 — no per-seat tax.
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