Skip to main content
⭐ Requesting feedback from patients

Automate your feedback requests whenever you choose

Abbey Garland avatar
Written by Abbey Garland
Updated over a week ago

ℹ️ Who this tutorial is for

Want to gather valuable client feedback and improve your services? Automate post-appointment feedback requests using Peptalkr to streamline the process and gain insights that help grow your practice.

Client feedback is essential for understanding what you're doing well and where improvements can be made. A simple, well-timed request can:

  1. Encourage positive reviews on platforms like Google and social media.

  2. Provide valuable insights to improve client experience.

  3. Identify unhappy clients early and address concerns before they escalate.

  4. Build stronger client relationships by showing you value their opinion.

With Peptalkr, you can automate feedback requests at the perfect time—whether immediately after an appointment or a few days later—so clients are more likely to respond.

👉 You'll need to ensure you have read our Feedback form guide so you understand how feedback is collected, and where it is stored.

📋 What you'll need to do


  1. 💌 Create a Transactional email

  2. ⚡️ Connect an Email trigger to it

💌 Transactional Emails

⚡ Email Triggers

Automated emails sent in relation to specific Cliniko appointments or invoices. Can be marketing OR non-marketing content.

Specify the who, what, and when of your transactional email, giving you complete control over patient targeting. Only used for Transactional email.

📱 Wanting to send this as an SMS? Just skip ahead to Step Two - these instructions are applicable to both email and SMS.

🎨 The email template


Peptalkr provides several pre-built appointment templates, including various templates suitable for collecting feedback:

  1. An NPS rating template with buttons for each number

  2. A "personal letter" template from their treating practitioner

  3. A plain email appearing to come from reception

When you create a transactional email, you can use any of these as a starting point for your feedback email, customising the subject line, sender details, email content and design to suit your needs - or create your own from scratch or any other template.

⏱️ The timing


The best time to ask for feedback depends on your practice. Some common approaches include:

Immediately after the appointment — While the experience is fresh.
1-3 days later — Giving them time to reflect.

🚨 Important: Each interval requires its own 💌 Transactional Email and Trigger.

💌 Step One: Create a transactional email


Go to the Email manager tab > Transactional Emails to create your feedback email.

🔗 Check out our guide to creating a transactional email if you have never done this before, or need a refresher on this this process.

Once you have created and pressed Finish on your Transactional Email and you see the Ready to start triggering message - it’s time to connect a trigger.

→ Feedback request subject line examples


Here are some subject lines for common intervals:

Email

Subject Line

Email #1
Sent from the business

Rate your experience

Email #2
Sent from reception

Was everything OK?

Email #3
Sent from practitioner

How did I do, [patientfirstname]?

→ Sender name and email


You can choose the Name and Email address that sends each email.

Reactivations are powerful when sent by the treating practitioner or admin/reception! But change it up for best results.

🔗 Check out our guide to setting a sender name and email here.

⚡️Step Two: Connect a trigger


Go to the Email triggers tab to complete this step (or the Send SMS tab if doing as an SMS).

🔗 Check out our guide to creating an email trigger if you have never done this before, or need a refresher on this this process.

→ Trigger settings


When you create a trigger, you'll be walked through the steps to configure your trigger to your specific needs.

To demonstrate, here are some examples of settings:

Example 1: New patient feedback

Setting

Value

Trigger Name

Feedback - New Patients

Trigger Type

Automated Recurring

Marketing Type

Non-marketing

Triggering Event & Timing

After an appointment; 1 hour
❌ Do not tick the recall box

Filters

Select your new patients either by:

  1. Targeting 'Initial' appointment types ~or~

  2. Setting the appointment count to 'Exactly 1'

Frequency

Every time the conditions are met

Template

Select the email you created in Step One

Example 2: 5th appointments feedback

Setting

Value

Trigger Name

Feedback - 5th Appointment

Trigger Type

Automated Recurring

Marketing Type

Non-marketing

Triggering Event & Timing

After a certain number of appointments; over all time; exactly 5

Filters

Select relevant filters if you want to narrow your targeting. Leave filters blank to target everyone.

Frequency

Every time the conditions are met

Template

Select the email you created in Step One

✅ Ready to turn on


💡 Helpful Tips:

  • Keep your email short and simple — clients are more likely to respond.

  • Consider sending SMS requests for quicker feedback collection.

  • Offer an incentive (if legal in your jurisidiction)

  • Use [variables] to personalise the sender name, subject line and the content inside your emails to make them feel "not so automated".

🎯 Final Checks:

✔️ Test your email before enabling automation

✔️ Check delivery reports to monitor email success

🚀 That’s it! Repeat this process as many times as needed until you cover all scenarios where you wish to send a feedback request.

Did this answer your question?