Client satisfaction feedback

You find out when
they stop calling.

Twenty-one questions against a named project, asked by a form rather than by the person who ran the job.

An operative working on site, the work a client is forming an opinion about

In plain terms

Client satisfaction feedback asks a customer, in a structured way, what they thought of a specific piece of work. In construction it matters because the relationship is usually assessed by the person who ran the job, standing in front of the client, which is the one arrangement guaranteed not to produce the truth.

Unibuild sends a twenty-one question form against a named project, covering the quality of the work, whether instructions were followed, health and safety on site, cost and budget management, six dimensions of overall satisfaction, whether it finished on time, whether they would use you again, and five free-text questions. Every question is optional.

How satisfaction is usually measured

Asked at the end of the job, by the person who ran the job.

Standing in front of the client. Nobody tells that person the truth.

The next tender

Goes somewhere else. You hear why afterwards, second hand.

A supervisor, in March

The good feedback

Arrives as an email to one person, gets a thank-you, is never seen again.

Unusable at tender

The PQQ asks

For evidence of client satisfaction. Two days of searching mailboxes.

Best you get is a screenshot

The contracts manager

Thought the relationship was good. It was, until it was not.

Nobody measured it

A verbal answer

Given politely, on site, to somebody's face, at the moment they are leaving.

Worth nothing

Repeat work

Assumed, until the framework is retendered and you are not on the list.

Found out too late

The underlying issue A client will tell a form things they will never tell your contracts manager So ask with a form

Twenty-one questionsAgainst a named projectQuality of workInstructions followedHealth and safety on siteCost and budgetSix satisfaction dimensionsFinished on timeWould use againFive free-text answersAll optionalFrom the client portalFrom a QR on the site posterKeyed in by staffDistribution list emailedClient acknowledged Twenty-one questionsAgainst a named projectQuality of workInstructions followedHealth and safety on siteCost and budgetSix satisfaction dimensionsFinished on timeWould use againFive free-text answersAll optionalFrom the client portalFrom a QR on the site posterKeyed in by staffDistribution list emailedClient acknowledged

What the module does

Six decisions that get a form actually filled in.

Against a named
project

Not a general satisfaction survey about your company. A form about one job, which is the only version a client has anything specific to say about.

So the answer is about work they actually remember
And it can be compared job to job rather than year to year
Attached to the project, not to a marketing list
Which is also what a tender wants to see

Specific, so answerableLive

Twenty-one questions,
all optional

Quality, whether instructions were followed, health and safety on site, cost and budget management, six dimensions of overall satisfaction, on time, would they use you again, and five free-text boxes.

Every one of them optional, on purpose
A client who answers three still leaves you something
Rather than abandoning a form that demands all of it
The free-text is usually where the real answer is

Something beats nothingLive

Three ways
to reach them

From the Feedback item in their own portal, from a QR code printed on that project's site poster, or keyed in by your staff from a PDF the client sent back by email.

Because different clients respond to different things
A facilities manager who never logs in still has a phone
And a client who prefers email is not excluded
All three land in the same place

Met where they areLive

Not asked by the
person who ran it

A form removes the social pressure that makes verbal feedback worthless. Nobody tells a contracts manager to his face that his supervisor was the problem.

The awkward answer becomes possible to give
Which is the only kind worth collecting
Asked once, properly, rather than continually
And recorded rather than relayed

The answer they would not sayLive

Your team gets it,
the client is thanked

On submission your distribution list is emailed the complete response and the client receives an acknowledgement, so nobody is waiting to find out and nobody feels ignored.

The whole response, not a score
To a list, so it does not sit in one inbox
The client knows it arrived
Which is most of why they answer the next one

Seen, and acknowledgedLive

Evidence when
a tender asks

Held as records against projects rather than as praise in somebody's inbox, so evidence of client satisfaction is something you retrieve rather than reconstruct.

Two days of mailbox searching becomes a filter
With the project and the date attached
Rather than a screenshot of an email
Which is what a buyer actually wanted

Retrieved, not reconstructedLive

Ask your last three clients what they actually thought.

Not the contracts manager's impression of what they thought. Most firms have never had the answer in writing, which is why the next tender is a surprise.

Book a demo → 30 minutes. The demo runs on our own data.

Why most feedback schemes produce nothing

Six reasons a satisfaction form goes unanswered.

The form is easy. Getting a busy client to fill one in, honestly, is the actual problem, and it is a design problem rather than a persistence problem.

Because it was about the company

A general satisfaction survey asks somebody to summarise a relationship, which is hard and vague. A form about one named project asks them about a fortnight they remember clearly, and that is the difference between a reply and a deletion.

Because every field was mandatory

A twenty-one question form with everything required is a form that gets abandoned at question nine. Making all of them optional means a client who only wants to answer three still leaves you three, and three real answers beat a perfect form nobody submitted.

Because the wrong person asked

Feedback collected verbally by the person who delivered the work is not feedback, it is politeness. The whole value of a form is that it removes the social cost of saying something awkward, and that is worth more than any question you could add to it.

Because it only arrived one way

A facilities manager who never logs into a portal will scan a QR code on a poster. A client who prefers email will send a PDF back. Offering the portal, the poster and a member of staff keying it in is not redundancy, it is the reason the response rate is not zero.

Because nobody acknowledged it

A client who fills in a form and hears nothing does not fill in the next one. An automatic acknowledgement is the minimum, and a human follow-up on anything critical is what turns a complaint into a retained account.

Because it went to one inbox

Feedback emailed to a single person disappears when that person is busy, on leave or has left. Sending the complete response to a distribution list is what makes it something the business has rather than something an individual received.

Your clients are one half. Your own people are the other.

The same module carries a confidential channel for your workforce, and the things they will not say out loud are usually the things you most need to hear.

See the employee channel → Or call the office on UK hours

Questions

Asked by whoever
owns the relationship.

What does the form actually ask?+

Twenty-one questions against a named project: the quality of the work, whether instructions were followed, health and safety standards on site, cost and budget management, six dimensions of overall satisfaction, whether the job finished on time, whether they would use you again, and five free-text questions inviting them to say what they actually think. Every question is optional, which is deliberate.

Why is every question optional?+

Because a twenty-one question form with everything mandatory is a form that gets abandoned at question nine. A client who only wants to answer three still leaves you three, and three real answers are worth more than a perfectly complete form that was never submitted. The free-text boxes are usually where the useful answer turns up.

How does the form reach the client?+

Three ways, because different clients respond to different things. From the Feedback item in their own client portal, from a QR code printed on that project's site poster, or keyed in by one of your staff from a PDF the client sent back by email. A facilities manager who never logs into a portal will still scan a code on a wall. All three land in the same place.

Who sees the response?+

Your distribution list is emailed the complete response, not a score, so it does not sit in one person's inbox waiting for them to come back off leave. The client receives an acknowledgement at the same time, which sounds like a courtesy and is actually most of the reason they will answer the next one.

Is this not just a survey tool we could buy separately?+

You could, and the difference is that this one is attached to a project record rather than to a mailing list. The response sits with the job it is about, alongside the programme, the variations and the paperwork, so when a tender asks for evidence of client satisfaction you retrieve it rather than reconstruct it. A standalone survey tool gives you a chart; this gives you a record against a named piece of work.

Can the client write anything else in the system?+

Almost nothing, and that is deliberate. This form and a call-out request are the only two things a client can submit anywhere in the platform. Everything else they see is read-only. It means the feedback form carries real weight in the relationship rather than being one channel among many, and it means a client portal cannot become a second inbox for your team to manage.

What do we do when the feedback is bad?+

That is a management question rather than a software one, and we would rather say so. What the platform gives you is the complete response, quickly, to a list of people rather than one, against a named project and with a date. The firms that get value from this are the ones who ring the client the same week about anything critical. A form that collects complaints nobody acts on is worse than no form, because now they have told you.

The platform