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ToolDeck

Agency & Client Ops

Client Feedback Request Automator

Post-project feedback collected automatically — and acted on, not just stored.

Saves about ~30 min per week

What it does

  • Sends a feedback request at project close
  • Collects scores and comments via a short form
  • Routes negative feedback to you immediately
  • Summarizes feedback trends monthly

How it works

  1. Project closes
  2. Feedback form sent
  3. Negative feedback notified instantly
  4. Monthly trend summary prepared

What's included

  • Feedback form
  • Negative routing
  • Monthly trends

Set it up yourself

Follow these 4 steps in order. You will need accounts for: Gmail.

Step 1: Write the feedback form

  1. Create a short form: NPS (0-10), what went well (text), what could improve (text).
  2. Keep it under 2 minutes.
  3. Add a 'permission to share as testimonial' checkbox.
  4. Test the form.
  5. Link it in the feedback email.

Watch out: Keep it genuinely short — a long feedback form gets half-done answers, and half-done answers build bad data.

Step 2: Set the trigger

  1. Send the form 2-3 days after project close (same trigger as case studies).
  2. One gentle nudge after 5 days.
  3. Route the spreadsheet responses into a 'Feedback' sheet.
  4. Test the flow with a dummy close.
  5. Never auto-send to a client with an open dispute.

Watch out: The nudge discipline (one) applies here too — feedback collection that feels pushy damages the relationship you're measuring.

Step 3: Route the negative

  1. Flag NPS < 7 or any negative comment immediately.
  2. Email/alert yourself right away with the full response.
  3. Reply within 24h thanking them and acknowledging the point.
  4. Log the follow-up.
  5. Test the routing.

Watch out: The 24h personal response is what turns a complaint into a retention story — automation hands you the flag, you do the talking.

Step 4: Monthly summary

  1. Monthly rollup: average NPS, top positive themes, top improvement themes.
  2. Feed the improvement themes into your process review.
  3. Track NPS trend by month.
  4. Post the summary to your team.
  5. Act on at least one theme per month.

Watch out: The monthly 'act on one theme' is the whole point — collecting feedback and not changing anything is worse than not collecting it.

Frequently asked questions

What does the Client Feedback Request Automator automation do?

Post-project feedback collected automatically — and acted on, not just stored. Sends a feedback request at project close

How much time does Client Feedback Request Automator save?

It is estimated to save ~30 min per week. Actual savings depend on your volume.

Which tools does Client Feedback Request Automator use?

It works with Gmail.

What does Client Feedback Request Automator include?

Feedback form, Negative routing, Monthly trends.

Can I set up Client Feedback Request Automator myself?

Yes. The do-it-yourself guide on this page walks through 4 steps, from getting access to testing the finished automation.