How do client satisfaction surveys work?

Every survey asks one thing first: how likely the client is to recommend you to a colleague, from 0 to 10. That is your Net Promoter Score — the share who answer 9 or 10, less the share who answer 0 to 6. Then come 3 to 5 questions of your own (a rating from 1 to 5, a yes or no, or a written answer) and room for a comment. Until your admin or a manager writes your own under Questions & settings, you ask four standard ones.

A survey goes to a client contact — someone on the owner's side with access to the job. It never goes to a partner, a vendor, a subcontractor, one of your own people or an AI assistant. When a client accepts the turnover on their portal, they are asked automatically; your admin can switch that off. Mid-job, the job's project manager or supervisor, your admin or a manager sends one from Client satisfaction, or from Closeout with Send a survey. The same person is asked mid-job at most once every 60 days.

The client sees the survey on their portal and in their notifications, answers it in a minute on a phone, and only they can answer it — once. Nobody at your firm can answer for them, and their answers are never changed. A survey nobody should answer can be cancelled with a reason; it stays on the record as cancelled.

The answers are read by your admin and managers, and by each job's project manager and supervisor for their own job — not by the rest of the crew, not by other clients, and not by subcontractors or vendors. Client satisfaction shows the score by job and by month; your admin or a manager can file a survey under one of your target accounts, and Target accounts shows each account's score. Your management review counts the answers and the score for its period, without names.