Review & NPS Pipeline
An automated post-service pipeline that reaches out to clients after every job, collects reviews and NPS scores, surfaces recurring feedback themes, and feeds that data directly into how the business makes decisions.
100%
Jobs followed up post-service
4.2x
Review submission rate increase
What wasn't working.
The client had happy customers and almost no reviews to show for it. When a job was done, the relationship just ended. Nobody reached out to ask how it went. Satisfied clients moved on without leaving anything behind, and the occasional unhappy one would post something publicly because there was no internal channel to capture it first. Beyond reviews, there was a deeper problem: the business had no structured way to learn from clients. Service improvements were based on gut feel and internal discussion, not on what clients were actually saying. NPS was not tracked at all.
Built a post-service pipeline that activates automatically when a job is marked complete. A short, well-timed message goes out to the client — not a generic survey, but a specific check-in tied to the job they just had done. Responses flow into a dashboard that tracks NPS score over time, surfaces recurring themes in the feedback, and flags any responses that need immediate attention. Positive responses are guided toward leaving a public review. Critical feedback goes straight to the team with context, not into a spreadsheet somewhere. Every quarter, the client gets a report showing what their customers are consistently saying — both good and bad — with recommendations on what to act on.
Key Features
- Post-Service Outreach Automation
- NPS Tracking & Trending
- Review Collection Pipeline
- Feedback Theme Analysis
- Internal Escalation Routing
- Quarterly Client Insight Reports
Before
Client satisfaction was assumed, not measured. Reviews came in sporadically and without any process behind them. Negative feedback had no structured channel and occasionally surfaced publicly. Service decisions were made without structured input from clients. NPS was not being tracked.
After
Every completed job triggers an automated follow-up. NPS is tracked monthly and trended over time. The team gets early warning on dissatisfied clients before anything goes public. Review volume increased substantially in the first 60 days. Quarterly feedback reports are now a standing input into service planning.
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