Client satisfaction tracking, with a dashboard for each team member
Client feedback arrived in a survey tool, partly copied by hand, and nobody saw their own score. Now every answer files itself, appears on the client’s record and feeds a dashboard where each team member follows their results.
In figures
- 11surveys across the journey
- 40team members following their own score
- 2businesses tracked in one dashboard
The client
A services group takes its clients through a journey in several steps, from the audit call to the end of the programme, and also tracks how satisfied the owners and guests of its rental management business are. At each key step, a satisfaction survey is sent to the client.
The starting point
Answers arrived in the survey tool, and some were copied into a spreadsheet by hand. Nothing linked an answer to the client’s record: negative feedback stayed invisible to the team following that client, and no team member could see their own score.
Why it was a problem
Without feedback per step and per person, there was no way to know when the journey disappointed, to recognise the best-rated team members, or to react in time to an unhappy client.
What was built
The approach
- One survey per key momentThe surveys were refined with the teams involved, to ask the right questions at the right time.
- Link each answer to the right clientEach client gets a personal link: their answer attaches to their record without guessing from the name, even when two clients share one.
- A self-service dashboardEach team member picks their survey and period, and sees their own results without asking anyone.
- Reliability firstEach update runs on its own: an incident on one step does not block the others, and missed answers are recovered.
What was delivered
- 11 satisfaction surveys, one per step of the journey, across the group’s two businesses.
- A personal link for each client, which attaches their answer to their record automatically.
- Every answer collected automatically into a single database.
- A dashboard filtered by survey, month or year: overall score, response rate, each team member’s score and comments.
- Each piece of feedback posted on the client’s record in the client file, and on the record of the person following them.
- The client record updated automatically from some answers, such as the progress reported at midway.
- End-of-survey screens that point the client to the next step of their journey.
What changed
- Each team member sees their own score and their clients’ comments.
- Management compares the steps and spots where the journey disappoints.
- Feedback appears on the client’s record as soon as it is given: the team can react straight away.
- No answer is copied by hand any more.
- Each answer is attached to the right client, with no risk of confusing two people with the same name.
Where these figures come from
Figures taken from the project log: 11 surveys connected across two businesses, and 40 team members linked to the surveys that concern them. Automatic collection has run since September 2025, and the link to client records since July 2026.
For confidentiality, neither the client nor the software used is named. The diagram uses made-up data.