---
name: client-feedback-system
description: "Designs structured client feedback systems with mid-project check-ins and post-project reviews for service businesses."
allowed-tools: Read Write Glob
metadata:
  author: matthewhitcham
  version: "1.0"
---

# Client Feedback System

## When to Use This Skill

Use this skill when you need to:
- Build a structured system for collecting client feedback at key project stages
- Create mid-project check-in templates that catch issues early
- Design post-project review surveys that generate testimonials and insights
- Use feedback data to improve your services and close more deals

**DO NOT** use this skill for product review collection (use customer-review-strategy), employee feedback, or complaint management. This is for service provider client feedback loops.

---

## Core Principle

FEEDBACK COLLECTED AT THE RIGHT TIME PREVENTS PROBLEMS, GENERATES TESTIMONIALS, AND REVEALS EXACTLY HOW TO IMPROVE — BUT ONLY IF YOU ACT ON IT.

---

## Phase 1: System Design

### Required Inputs

| Input | What to Ask | Default |
|-------|------------|---------|
| **Service type** | "What service do you deliver?" | No default — must be provided |
| **Typical project length** | "How long is a standard engagement?" | 4-8 weeks |
| **Client volume** | "How many clients do you work with per quarter?" | 5-10 |
| **Current feedback process** | "Do you currently collect feedback? How?" | No formal process |
| **Primary goal** | "Is your main goal testimonials, service improvement, or retention?" | Service improvement + testimonials |

**GATE: Confirm service type and engagement flow before designing touchpoints.**

---

## Phase 2: Feedback Touchpoints

### Three-Point Feedback System

```
## Feedback Touchpoints

### Touchpoint 1: Kickoff Confirmation (Day 1-3)
Purpose: Confirm expectations alignment
Format: Quick email or 2-question form
When: After kickoff meeting or onboarding

### Touchpoint 2: Mid-Project Check-In (Midpoint)
Purpose: Catch issues before they become problems
Format: 5-minute form or brief call
When: At the project halfway mark

### Touchpoint 3: Post-Project Review (Completion + 7 days)
Purpose: Assess satisfaction, collect testimonials, identify improvements
Format: Structured survey (10-15 questions)
When: 5-7 days after final delivery
```

### Kickoff Confirmation (2 Questions)

```
Subject: Quick check-in — are we aligned?

Hi [Name],

Now that we've kicked off [project], I want to make sure we're on the same page.

Two quick questions:

1. After our kickoff conversation, do you feel confident we understand
   your goals and expectations? (Yes / Mostly / Not quite)

2. Is there anything else you want to make sure we know before we
   dive into the work?

Thanks,
[Your name]
```

### Mid-Project Check-In

```
## Mid-Project Check-In — [Project Name]

1. How satisfied are you with communication so far? (1-5)
2. Do you feel the project is on track to meet your expectations? (Yes / Somewhat / No)
3. Is there anything you'd like us to do differently for the remainder of the project?
4. Any concerns or questions that haven't been addressed?
5. On a scale of 1-10, how likely are you to recommend us at this point?
```

### Post-Project Review

```
## Post-Project Review — [Project Name]

### Overall Experience
1. Overall satisfaction with the project outcome (1-5)
2. How well did we understand your goals? (1-5)
3. How would you rate our communication? (1-5)
4. How would you rate the quality of deliverables? (1-5)
5. Was the project completed on time? (Yes / No — explain)

### Specific Feedback
6. What did we do particularly well?
7. What could we improve for future projects?
8. Did the outcome meet, exceed, or fall short of your expectations?

### Testimonial & Referral
9. Would you be willing to provide a testimonial? (Yes / No)
10. May we use your feedback in our marketing materials? (Yes / Anonymously / No)
11. Is there anyone you know who could benefit from our services?

### Future Work
12. Would you consider working with us again? (Yes / Maybe / No)
13. Are there other areas where we could help your business?
```

---

## Phase 3: Acting on Feedback

### Feedback Analysis Framework

After each project, categorize feedback:

| Category | Action | Timeline |
|----------|--------|----------|
| Process improvement | Update SOPs and templates | Within 2 weeks |
| Communication adjustment | Change cadence or format | Next project |
| Deliverable quality | Revise standards or add review steps | Immediately |
| Positive feedback | Convert to testimonial, share with team | Within 1 week |
| Service gap | Evaluate whether to add this to your offering | Quarterly review |

### Testimonial Extraction

When a client gives positive feedback, follow up:

```
Subject: Thanks for the kind words — quick favor?

Hi [Name],

I really appreciated your feedback about [specific positive comment].

Would you mind if I used a version of that as a testimonial on my website?
Here's a polished version based on what you shared:

"[Drafted testimonial — 1-2 sentences based on their feedback]"

Feel free to edit it however you like, or I can use your original words.

Thanks again,
[Your name]
```

---

## Phase 4: System Implementation

### Automation Options

| Tool | Best For | Cost |
|------|----------|------|
| Google Forms | Simple surveys, free | Free |
| Typeform | Better UX, conditional logic | From $25/month |
| Email templates | Personal touch, small volume | Free |
| CRM with survey feature | Automated triggers | Varies |

### Implementation Checklist

- [ ] Feedback templates created for all three touchpoints
- [ ] Triggers defined (when to send each form)
- [ ] Reminder system for follow-up if feedback is not received
- [ ] Feedback review process scheduled (monthly or quarterly)
- [ ] Testimonial permission and usage tracking system
- [ ] Improvement actions documented and tracked

### Quarterly Feedback Review

Every quarter, review all collected feedback:
- Identify recurring themes (positive and negative)
- Update your service process based on patterns
- Refresh your testimonials page with new quotes
- Calculate your average satisfaction score and track trends

---

## Anti-Patterns

- **Collecting feedback and ignoring it** — the fastest way to lose credibility is asking for input and changing nothing.
- **Only asking at the end** — post-project feedback cannot fix a project that went wrong. Mid-project check-ins save relationships.
- **Too many questions** — a 30-question survey gets abandoned. Keep mid-project to 5 questions, post-project to 13 max.
- **Only collecting when things go well** — feedback from difficult projects is the most valuable. Always ask, even after tough engagements.
- **No testimonial extraction process** — clients give you gold in feedback responses but you never turn it into marketing. Systematize it.

---

## Recovery

- **Client gives negative mid-project feedback:** Schedule an immediate call. Address the concern with a specific corrective action plan.
- **Low survey response rates:** Shorten the survey, make it mobile-friendly, and send a personal follow-up asking for their input.
- **Harsh post-project feedback:** Thank them sincerely. Ask for a brief call to discuss specifics. Use it to genuinely improve.
- **Client declines to give a testimonial:** Respect it. Ask if they would provide anonymous feedback instead.
- **No patterns in feedback:** You may not have enough volume yet. Keep collecting consistently and review quarterly.
