Customer feedback software

Know which job the feedback belongs to and who is dealing with it.

FeedbackPilot is for service businesses that have outgrown a shared inbox or a spreadsheet of form responses. It keeps the customer, completed job, private feedback and follow-up record together so the next promise does not disappear into messages or memory.

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What stays clear

  • Job context stays attachedThe customer, completed work and private response remain part of the same follow-up record.
  • Your team controls every messageFeedbackPilot collects hosted responses and prepares records or drafts. Your business sends customer messages and public replies itself.
  • Complaints stay privatePrivate feedback is not published, rewritten or reused as a testimonial without a separate permission decision.
  • Review decisions follow one ruleCompleted-job, contact, opt-out and open-issue checks are applied without using the private score to choose customers.

Where teams lose track

Most feedback problems start after the form is submitted.

The response arrives without enough context

A comment such as “still waiting” is hard to act on when the team cannot immediately see the job, date, customer or outstanding promise.

The follow-up lives in somebody's head

A team member may promise a call, invoice or return visit, but there is no clear owner or due date for anyone else to see.

Recurring issues look like isolated complaints

Missed paperwork, arrival updates or handover problems can repeat because each response is handled on its own and never becomes an improvement task.

What the process looks like

From a completed job to a recorded next action.

  1. 01

    Ask focused post-job questions

    Start with an editable form and ask only what helps the business understand the completed service and any outstanding issue.

  2. 02

    Match the answer to the customer and job

    See the service context beside the response rather than treating it as an anonymous form entry.

  3. 03

    Give the next action an owner

    Record what needs to happen, who is responsible, when the customer will hear back and how the outcome will be checked.

  4. 04

    Decide separately what happens next

    A resolved job may lead to a review-request draft. A useful customer comment may lead to a separate permission request. A repeated issue may become an improvement action.

Worked example

One response, with every next step kept in the same record.

The customer and job details below are made up so the example can show the workflow without using real customer information.

Fictional example

The job record

Sam Taylor

Annual boiler service · completed 18 July

  1. 01

    Form

    The office shares the post-job feedback form

    Once the boiler service is complete, the office sends Sam the hosted feedback link. The form asks how the visit went and whether anything still needs attention.

    Form shared
  2. 02

    Response

    Sam says the service was good, but the invoice has not arrived

    The response stays linked to Sam and the completed boiler service, so the office can see the job behind the feedback without searching through a separate inbox.

    Follow-up needed
  3. 03

    Follow-up

    Alex sends the invoice and records the outcome

    Alex takes ownership, sends the missing invoice, confirms that it arrived and records the issue as resolved before considering any review request.

    Resolved
  4. 04

    Improvement

    Repeated invoice delays become an improvement task

    If other customers report the same problem, the team creates an improvement for the end-of-job invoice handover, assigns an owner and records the next action.

    Owner assigned

Examples by service type

See the same process in familiar jobs.

Plumbers

See the job, customer feedback and outstanding promise together, whether it is a return visit, invoice, part order or simple explanation.

View the plumbing business example

Cleaning businesses

Keep each response attached to the right clean, agreed scope and customer so the team can resolve a missed area, access problem or recurring service issue quickly.

View the cleaning business example

Electricians

Link feedback to the actual electrical work so diagnostic visits, installations, reports and outstanding actions are clear to both the office and the engineer.

View the electrical business example

Use the process

Guides and templates for the next step.

Common questions

What service businesses usually ask.

What would I use FeedbackPilot for after a job?

Collect the customer's private feedback, see it beside the job, assign any follow-up and keep the result in one place. You can then make separate decisions about review-request drafts, testimonial permission or internal improvements.

Can I start from an existing form?

FeedbackPilot includes editable preset forms and supports custom forms. Keep the first form short and focused on the questions your team will genuinely act on.

What happens when a customer reports a problem?

Assign an owner, next action and follow-up date. Record what was completed and how the outcome was checked rather than simply marking the response as handled.

Does it replace my job-management software?

No. FeedbackPilot is focused on the feedback-to-follow-up workflow. It should sit alongside the system you use for scheduling, quoting, certificates or detailed job records.

Try the workflow with one real type of job.

Create a form, submit a test response and assign the next action so you can judge whether the workflow fits your business.

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