Customer Feedback Requests

We start by deciding what you want to learn. Are you checking satisfaction after a delivery, quality of service after a visit, ease of buying, or the performance of a particular staff member or branch? Each aim needs different questions. We list the moments that deserve a request: after a product is delivered, after an appointment, after a support chat closes, after a project milestone or a month into a subscription. For each moment we choose the delay. A delivery request may go a day after the parcel arrives, a clinic request the same evening and a project request after handover. We avoid sending requests at night or on festival days. Next we write the questions. Short messages get more answers, so we ask a single rating question first, such as a one-to-five score or a simple happy, neutral or unhappy choice, using quick-reply buttons. After the rating we ask one open question that depends on the score: “What went well?” for high scores and “What could we have done better?” for low ones. We keep the tone friendly, address the customer by name and say how long it will take, usually less than a minute. We write in English and Hindi where needed. Because the requests are sent outside a customer-initiated window, they use approved templates; see approved template message setup. We confirm that each customer can receive service messages and that opted-out customers are excluded; see opt-in and opt-out management. We then build the workflow. The trigger is a status in your order system, calendar or CRM, such as “delivered” or “completed”. The system sends the template, records the rating and comment against the customer and order, thanks the customer and closes the loop. For low scores the workflow notifies a manager with the customer’s details and comment, and offers the customer a callback or a chat with a person; see customer support workflows. For high scores we may separately invite the customer to leave a public review, with equal wording for all scores in line with platform rules. We limit frequency so that nobody receives more than one request in a set period. We store results in your CRM or a sheet, with fields for date, product or service, staff, branch, rating, comment and follow-up status; see CRM workflow automation. We build a simple monthly summary showing average score, response rate, common themes in comments and the number of problems resolved. We help your team respond professionally to criticism, and we review the wording of questions after the first month. We cannot make customers reply, and response rates differ widely by business, but a short, timely request gives you a steady stream of useful signals.