| 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
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.
