The Post-Tour Survey captures real-time feedback from prospects and influencers about their tour experience directly in WelcomeHome. Use survey responses to understand what's working, address concerns quickly, and drive stronger conversions—all without juggling separate tools or manual processes.
What You'll Get When Post-Tour Survey is Enabled
When WelcomeHome enables this feature for your account, the following are automatically added:
- A "Post-Tour Survey" message template – pre-built and ready to customize
- A "Post-Tour Survey" automation – configured to send surveys automatically after tours
- A Surveys tab in notifications – so you can opt in to survey alerts
- A Post-Tour Survey activity type – tracks each survey response on prospect profiles
- A Post-Tour Survey Results report – shows all survey responses across prospects and communities
- A {{post_tour_survey_url}} merge field – automatically sends unique survey links to respondents
Step 1: Customize Your Message Template
Before activating surveys, personalize the default template with your branding:
- Navigate to Marketing Messages and select the "Post-Tour Survey" template.
- Replace the WelcomeHome logo with your operator logo or preferred image.
- Make any other desired changes to the email or text message content.
Best practice: Keep your message concise and friendly. Surveys sent shortly after tours capture the most honest feedback.
Step 2: Configure Your Automation (Optional)
The "Post-Tour Survey" automation is pre-configured to send surveys once per prospect after their first completed tour. You can adjust these settings based on your needs:
Default settings:
- Triggers when a Tour activity is marked as completed
- Sends both email and text message
- Runs once per prospect (not after every tour)
- Does not send retroactively on past tours
Common changes you might make:
- Send surveys after every tour – Disable "Once per record" if you want respondents to receive a new survey each time they tour.
- Include historical tours – Enable this if you want to send surveys for tours that were already completed before you activated the automation.
- Change activity types – Update the automation to recognize your specific tour naming conventions (e.g., "Initial Tour," "Walk-In Tour").
Step 3: Activate Your Survey
- In the "Post-Tour Survey" automation, set the status to Active.
- Surveys will now automatically send to prospects and influencers after they complete a tour.
Note: Prospects and influencers must be named on the tour activity for the survey to send. If the activity has no named participants, no survey will be triggered.
Step 4 (Optional): Enable Google Review Requests
To ask high-satisfaction respondents to leave a Google review:
- Go to Community Setup and add your Google business review link.
- Respondents who answer 9 or 10 on the first question ("How likely are you to recommend touring our community?") will be prompted to leave a review.
To find your Google review link:
- Log in to your Google Business Profile Manager
- Click the Home tab
- Click "Get more reviews" to copy your unique URL
[SCREENSHOT: Community Setup showing Google business review link field]
View Survey Results
Survey Notifications
Opt in to receive instant alerts when prospects complete surveys:
- Go to Profile > Notifications > Surveys
- Choose to receive alerts via Push, Email, or both
Each notification includes:
- Respondent name and contact information
- Community and tour date
- Their rating on Question #1
- A link to full survey results
Post-Tour Survey Results Report
View all survey responses across your prospects and communities:
- Go to Reports > Surveys > Post-Tour Survey Results
- Filter by respondent or community as needed
- To see open-ended feedback, click "Edit Columns" and select additional questions
Survey Responses on Prospect Profile
Each survey response creates a "Post-Tour Survey" activity on the prospect's profile. Click "View survey" to see their full responses.
Frequently Asked Questions
Can I customize the survey questions?
No – all accounts receive the same eight-question survey, carefully designed by our Customer Insights team to capture actionable feedback about the tour experience.
Can I customize the survey appearance?
Yes – you can change the color of the survey action button. Go to Edit Account > CTA Button Color and enter a hex code of your choosing.
How do I preview the survey?
Create a test prospect with an email and/or phone number, complete a tour activity for them, and the automation will send them a survey request. This is the best way to see the experience your prospects will have.
Why wasn't a survey sent?
Check the following:
- The prospect/influencer is named on the tour activity
- The activity is marked as completed
- The prospect has an integrated email address on file
Can a respondent take the survey multiple times?
Only one response can be submitted per survey link. However, if a respondent takes multiple tours, they'll receive a new survey link for each tour (unless you've disabled "Once per record").
Can respondents skip questions?
No – with the exception of optional text fields, all questions require a response. This ensures you get complete, actionable data.
Do survey links expire?
No – respondents can complete the survey at any time.
If you have any questions, please contact support@welcomehomesoftware.com or call (866) 931-1640.