Customer experience
Let customer feedback shape what comes next
A thoughtful handoff and an honest conversation can reveal what customers value, what needs attention, and what you could make better.
Finish the delivery experience with a useful handoff. Make sure the customer knows how to use what you built, where their accounts live, and who to contact when they need help. Then invite them to reflect on the experience.
Leave room for an honest answer. Ask what felt clear, what was difficult, and what could be better next time. Treat private feedback, permission to publish a testimonial, and a review on a public platform as separate requests.
Respect the rules of the review platform you use. Google's policies prohibit review incentives and selectively asking for positive reviews. Invite honest feedback without offering a discount, gift, or other benefit in return for a review.
If a customer's words would help someone understand your service, ask to share them. Confirm the exact quote and attribution, and retain that approval before publishing it on your website.
Use automation to remind your team when to follow up and prepare a draft request. Have a person review the customer list, communication permission, and final message. Look for useful feedback, concerns you can resolve, and ideas you can bring into the next experience.
ANOTHER IDEA TO EXPLORE