Process: Feedback Collection

Process: Feedback Collection

Owner: Customer Feedback Analyst (Fiona) Type: Manual Frequency: Ongoing (per delivery + periodic surveys)

Purpose

Defines how client feedback is gathered across all channels and at all stages of the client relationship. Ensures consistent, thorough, and timely capture of client sentiment so that no feedback is lost and all voices are heard.

Overview

Identify Feedback Source -> Select Collection Method -> Gather Feedback -> Record & Classify -> Confirm Receipt

Feedback Channels

Channel Trigger Method Cadence
Post-delivery survey Every completed delivery Survey (sent by Fiona) Within 3 business days of delivery
Periodic satisfaction survey Ongoing client relationships NPS + satisfaction survey Quarterly
Post-delivery review Every completed delivery Extract from Dana's review report Per delivery
Client calls/meetings Ad hoc (client-initiated or scheduled) Structured note-taking As they occur
Support tickets Client reports an issue Extract from ticket system As they arrive
Email/written feedback Client sends feedback unprompted Capture and classify As it arrives
Intake expectations New engagement begins Extract from Camille's intake documents Per engagement

Steps

1. Post-delivery survey

The primary structured feedback mechanism. Sent after every delivery without exception.

When: Within 3 business days of the client acknowledging delivery.

Actions:

  • Send the post-delivery survey (see template below) to the client contact
  • Allow 5 business days for response
  • If no response after 5 days, send one follow-up reminder
  • If no response after the reminder, note "no response" in the feedback record — do not chase further
  • Record all responses in the feedback log

Survey template:

# Post-Delivery Feedback — [Client Name]

Thank you for choosing Talent Factory. We'd appreciate your honest feedback on this delivery.

**Digital employee delivered:** [Name/description]
**Delivery date:** [Date]

## Satisfaction (1-5 scale: 1 = very dissatisfied, 5 = very satisfied)

1. Overall satisfaction with the delivered digital talent: [ ]
2. The digital talent meets the requirements we agreed on: [ ]
3. The delivery was on time: [ ]
4. Communication during the project was clear and timely: [ ]
5. The onboarding/handover process was smooth: [ ]

## Open questions

6. What worked best about this engagement?
7. What could we have done better?
8. Would you recommend Talent Factory to a colleague? (0-10 scale)
9. Any additional comments?

2. Periodic satisfaction survey (NPS)

For ongoing client relationships, a lightweight check-in to track sentiment over time.

When: Quarterly, for all clients with active digital talents.

Actions:

  • Send the NPS survey to all active clients
  • Track response rates — target > 60% response rate
  • Record scores in the satisfaction tracker

NPS survey template:

# Quarterly Check-In — [Client Name]

**Date:** [Date]

1. On a scale of 0-10, how likely are you to recommend Talent Factory to a colleague? [ ]
2. What is the primary reason for your score?
3. Has anything changed in your satisfaction since our last check-in?
4. Is there anything we could do better?

3. Extract feedback from internal sources

Not all feedback comes directly from the client. Internal sources often contain valuable signal.

Actions:

  • After every post-delivery review by Dana: extract the "Client satisfaction" dimension rating and any direct client quotes
  • After every support ticket resolution: extract client sentiment indicators (satisfied, neutral, frustrated)
  • At intake time: extract client expectations from Camille's intake documents — these become the baseline for measuring satisfaction later
  • From Max's maintenance logs: extract any client-reported issues or complaints

Output: Feedback entries added to the feedback log, tagged with source.

4. Ad hoc feedback capture

Feedback that arrives outside structured channels (calls, emails, informal conversations).

Actions:

  • When any factory role receives unsolicited client feedback, route it to Fiona
  • Fiona records it in the feedback log with: date, client, source, channel, verbatim quote or summary, sentiment (positive/neutral/negative)
  • Acknowledge to the reporting role that the feedback has been captured

5. Record and classify

Every piece of feedback, regardless of source, is recorded in a standardized format.

Feedback log entry:

## [Date] — [Client Name]

- **Source:** [Post-delivery survey / NPS / Dana review / Support ticket / Ad hoc]
- **Channel:** [Survey / Email / Call / Meeting / Internal report]
- **Sentiment:** [Positive / Neutral / Negative]
- **Category:** [Quality / Communication / Timeline / Onboarding / Capability / Support / Other]
- **NPS score:** [0-10, if applicable]
- **Satisfaction scores:** [1-5, if applicable]
- **Verbatim/Summary:** [Direct quote or faithful summary]
- **Action needed:** [Yes / No — if yes, describe]

Storage: departments/client-services/customer-feedback-analyst/feedback-log/

Naming convention: YYYY-MM-[client-name].md (one file per client per month, append entries)

Quality Gate

Feedback collection is healthy when:

  • Every completed delivery has a post-delivery survey sent within 3 business days
  • Survey response rate tracked and reported (target > 70%)
  • NPS surveys sent quarterly to all active clients
  • All feedback entries in the log follow the standardized format
  • No post-delivery review from Dana lacks a corresponding feedback record
  • Ad hoc feedback routed to Fiona is captured within 1 business day

Escalation

  • Client expresses urgent dissatisfaction (score 1-2 or angry email): Escalate immediately to Dana (Delivery Manager) and Clara (CTO) — do not wait for the analysis cycle
  • Survey response rate drops below 50%: Escalate to Dana — consider adjusting survey approach or timing
  • Multiple no-responses from same client: Flag to Dana for relationship check