Reviewing consultation and feedback form answers

Once a client sends their consultation form, the answers sit on their appointment and their profile. Answers you've asked to be flagged, like an allergy or a past reaction, are highlighted so nobody starts a colour without seeing them. Feedback forms sent in after a visit are read the same way, by the team members who can see clients' feedback.

#Spotting consultation forms on the calendar

Appointments on the calendar show a clipboard icon when a consultation form needs attention. Rest the mouse on it and it says which:

• Red clipboard: "Consultation form has answers to check". The client has sent a form with at least one flagged answer.
• Amber clipboard: "Consultation form not filled in yet".

No clipboard means no consultation forms for that visit, or every one is filled in with nothing flagged. Feedback forms never show a clipboard. The day sheet also lists each appointment's consultation forms, as "Check form" with how many answers to check, or "Form not filled in yet" (the Today page and day sheets).

#Seeing a client's consultation forms

• On an appointment: the Forms card lists the forms for that visit. A filled-in form shows a tick, or a warning sign and "2 answers to check" when something is flagged. Press View to read it.
• On the client's profile: the Forms tab has Waiting to be filled in at the top and Filled in below, newest first, each with its date, Online or At the salon, a Feedback badge for feedback, and any answers to check. Feedback whose link closed before it was answered is under Not answered.

Feedback forms only show in these places for people with "See clients’ feedback" (who can see feedback).

#Reading a filled-in consultation form

A filled-in form opens with three details across the top:

• Client: their name, which takes you to their profile.
• Filled in: the date and time, and Online, by the client or At the salon (with Mia).
• Appointment: the visit it was for, or "Not linked to one".

Below are the questions and answers as the client saw them. Questions a follow-up rule hid aren't shown, and anything left blank says "No answer". A rating reads "4 out of 5" or "8 out of 10". The signature shows as signed, or "Not signed".

#Flagged answers on a consultation form

When a form has flagged answers, a note at the top says how many ("2 answers to check – highlighted below. Have a quick chat with Sarah before starting."), and each flagged answer is highlighted with a warning sign. What gets flagged is set in the form builder (flagging answers).

To hear about flagged forms as they come in, turn on Forms with answers to check in your team alerts, or choose Feedback alerts for feedback forms (team alerts). A form can also alert the team about every one sent in, flagged or not (alerting the team).

#Seeing feedback added up in Reports

For feedback forms, Reports → Feedback adds every response in a period together: how many clients were asked and answered, how each question was answered, average ratings and Net Promoter Score, and the latest responses, each one ready to open. See the Feedback report.

#Adding flagged answers to the client alert

A client alert shows in red on every appointment and on the client's profile, so a flagged allergy follows them to every visit (client alerts).

1. Open the filled-in form and press Add to client alert.
2. FullColumn writes a short summary, such as "New client consultation (11 Oct): Do you have any allergies or sensitive skin? Yes; Nickel". If they already have an alert, it's added after it.
3. Tweak the wording if you like. An alert holds up to 300 characters.
4. Press Save alert.

If the summary is already in their alert, you're told "That’s already in their alert".

#Keeping photos from a form with the client

Photos a client adds to a form show as small pictures beside their question. Tap one to see it full size, and use the arrows to step through the others.

• Add to Sarah’s photos (or Add all to Sarah’s photos) copies them into the client's photos, captioned with the date and the form's name (client photos).
• A tick on a picture, and "In Sarah’s photos", show it's already there.

Form photos can only be seen by your team, signed in.

#Printing a consultation form

Press Print on a filled-in form. Only the form prints: your business name, the form's name, the details, every answer (flagged ones boxed and marked "(flagged)"), the photos, the signature, and the date it was printed. Choose your printer's "Save as PDF" to keep a copy as a file.

#How filled-in consultation forms are kept

A filled-in form is a record. It keeps the questions exactly as they were when the client answered, their answers, their signature, when it was sent, whether it was filled in online or at the salon (and with whom), and the internet address it came from. Changing or archiving the form later never alters it. Download everything includes every filled-in form, consultation and feedback, as a page you can print or keep, with that address on it (download everything).

#Common questions

#A client ticked "Yes" to allergies but nothing was flagged. Why?

That question isn't set to flag. Open the form in Settings → Forms, open the question and choose If “Yes” under Flag for staff. It applies to forms sent from then on; a form already filled in keeps the questions it was answered with.

#Can I edit a client's answers?

No. Filled-in forms can't be changed, so they stay a true record of what the client told you. Note anything new on their profile, or send the form again.

#Does a flagged form stop the appointment going ahead?

No. It's a heads-up for the team: talk it through with your client before you start.

#Where do I see forms that were filled in at the salon?

In the same places as ones filled in online. They're marked At the salon, with the team member who was signed in.