Review management for trades

Collect the feedback, fix the job issue, then decide whether a review request is appropriate.

FeedbackPilot helps trades and local service businesses run a consistent process after completed work. It keeps private feedback and open follow-up visible, applies the same eligibility checks to every customer and prepares wording for the owner to review and send manually.

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What stays clear

  • The score does not choose the customerA positive or negative private rating is not the rule that decides who receives a public review link.
  • Open issues pause outreachA missing report, return visit or unresolved complaint is handled first, regardless of the customer's score.
  • You approve every requestNothing is sent automatically. The owner reviews the wording, customer and timing before using the message.
  • Public reviews stay manualFeedbackPilot does not import, post or reply to Google reviews automatically.

Where teams lose track

A review request should not be the first thing the business thinks about.

The score becomes more important than the job

A low rating can trigger panic while the actual problem, such as a missed visit, late invoice or unfinished task, receives no clear owner.

Different staff use different rules

One person asks every customer, another asks only obvious supporters and somebody else sends repeated reminders. The business cannot explain or audit the process.

Manual messages leave no decision record

The owner may know a request was sent, but not why the job was eligible, which wording was used or whether the customer had already opted out.

What the process looks like

From a completed job to a recorded next action.

  1. 01

    Collect post-job feedback

    Use the same feedback process for customers rather than showing a public review link only after a positive answer.

  2. 02

    Finish any open service follow-up

    Assign the complaint, missing document or promised action to an owner and verify the outcome before unrelated outreach.

  3. 03

    Apply one written eligibility rule

    Check job completion, contact route, opt-out status, request frequency and open issues. Do not use the private score as a condition.

  4. 04

    Approve and send the wording manually

    FeedbackPilot prepares the draft and decision record. The business chooses the channel, checks the final message and sends it.

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 is review gating in plain English?

It is using the customer's sentiment or private score to decide who is encouraged to leave a public review. A fairer process uses the same job, contact and open-issue checks for everyone.

Can I ask after a complaint has been resolved?

Recheck the same eligibility rule once the issue is genuinely closed. Do not make support conditional on leaving, changing or removing a review.

Will FeedbackPilot send review requests for me?

No. It prepares a draft and records the decision. Your business reviews and sends the message through its own chosen channel.

Does the software guarantee compliance with platform rules?

No. It supports a clearer and more consistent process, but the business remains responsible for its communications and the current rules that apply.

Test the review workflow without sending anything to a customer.

Use one sample job to try the feedback, service follow-up and review request draft process.

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