---
sourceDocument: Zurich Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Collecting agent feedback

# Collecting agent feedback {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use Field Technician Feedback to collect feedback of field service agents from the
customers by sending a survey link through email and SMS.

When agent marks the work order task as complete, the customer receives a survey link through
email and SMS to provide feedback. Customers can provide feedback on a field service agent by
rating the agent and posting their comments if any.

The system calculates the average rating of an agent and store it in the wm_agent_rating table.
The Geolocation tracking map displays the calculated rating of an agent to the customers who are
tracking the agent.

The Process agent rating, Daily Data Collection job runs every night to refresh the data so
that an updated agent rating is calculated and displayed on the Geolocation tracking map for
customers.
**Related concepts**   

* [Configuring Field Service Management Customer Experience](https://www.servicenow.com/docs/4GkwU61AClyZfel_DcPjAg#Configuring-cust-exp "Configure the Field Service Management Customer Experience application to enable sending notifications to your customers through email and SMS.")