SATISFACTION PROGRAM Client
PLAN OVERVIEW: For all projects exceeding $500,000, establish a structured, three-tiered client feedback process. Begin with a quick 1-5 star rating at the end of the first week, followed by a concise online survey at the one-month mark to confirm initial satisfaction and gauge project progress. Each quarter, conduct a more in-depth, interview-style evaluation led by a member of LJV’s executive team, focusing on our core values—Purpose, Priority, People, and Productivity—to gain richer insights and reinforce client trust and alignment. WEEK 1: QUICK SURVEY Objective: Capture immediate impressions and initial satisfaction. Format: A single, 1-5 star rating delivered via email or text link. Content Example (Email/Text): Subject Line: Quick Check-In: How Did We Do This Week? Message: “Thank you for starting your project with LJV Development. We’d love a quick, one-question check-in: On a scale of 1-5 stars (1=poor, 5=excellent), how satisfied are you with our MONTH 1: SIMPLE, ONLINE SURVEY Objective: Assess early satisfaction with communication, progress, and responsiveness at the one-month mark. Format: A short, online survey (4-5 questions). Combination of 1-5 scale questions and one open-ended comment field. Content Example (Email with Survey Link): Subject Line: One Month In: Your Feedback Matters Message: “ It’s been about a month since we began your project with LJV Development. We want to ensure we’re meeting your expectations. Please take a moment to complete this quick survey: kickoff and initial communication this week?” (Client selects their rating and clicks submit.) 1.On a scale of 1-5, how satisfied are you with the project’s progress so far? 2.On a scale of 1-5, how effectively are we communicating updates to you? 3.On a scale of 1-5, how responsive have we been to any questions or concerns? Optional: Please share any comments or suggestions on how we can improve your experience. 4. Thank you for your time and honesty. Your input helps us serve you better.” (Client completes the survey online.)
QUARTERLY: INTERVIEW-STYLE FEEDBACK SESSION
Objective: Conduct an in-depth conversation to evaluate alignment with LJV’s core values (Purpose, Priority, People, Productivity) and gather actionable insights. Format: A scheduled 30-minute call (phone or video) led by an LJV executive team member. The executive will use a semi-structured script to guide the discussion, ensuring key areas are covered while allowing for open dialogue. INTERVIEW SCRIPT OUTLINE: Introduction (2-3 minutes) “ Hi [Client Name], thank you for taking the time to speak with me today. As we’ve reached another quarterly milestone in your project, I’d like to understand how we’re performing, especially in terms of our core values at LJV Development: Purpose, Priority, People, and Productivity. Your feedback will help us refine our approach moving forward.” Purpose (Clarity of Vision & Goals) (3-5 minutes) “How clear do you feel our understanding of your project goals and vision has been so far?” 1. “Have we kept you informed about how each deliverable aligns with your larger objectives?” 2. “Is there anything we could do to better ensure the final outcome meets the purpose you set out for this project?” 3. Priority (Focus on What Matters Most) (3-5 minutes) 4. “Do you feel we’ve concentrated on the most critical elements of your project?” 5. “Where do you see room for us to improve in terms of focusing our efforts or resources?” 6. “Is our prioritization helping move the project closer to your key goals, or is there a different focus you’d like to see?” People (Relationships & Collaboration) (3-5 minutes) 7. “How satisfied are you with the professionalism, expertise, and communication style of the team members you’ve interacted with?” 8. “Do you feel heard and understood throughout the process?” 9. “How could we improve communication or collaboration with your team to ensure a smoother workflow?” Productivity (Efficiency & Results) (3-5 minutes) 10. “How would you rate our efficiency in delivering milestones and addressing any issues promptly?” 11. “Do you feel we’re on track to meet deadlines and quality expectations?” 12. “Is there anything we can do to improve productivity or meet your timelines more effectively?” Open-Ended Feedback (3-5 minutes) 13. “Is there anything we haven’t covered that you’d like to discuss?” 14. “Any suggestions or ideas that could help us enhance your overall experience or results?” Conclusion (2 minutes) “Thank you very much for your candid feedback. We’ll use this information to continue improving how we serve you. We truly appreciate your partnership and look forward to delivering even better results moving forward.”
IMPLEMENTATION NOTES: Week 1 Survey: Automated delivery ensures quick, high response rates and immediate data. Month 1 Survey: Keep it concise to maintain strong participation. Quarterly Interview: Scheduling in advance, providing a brief agenda, and assuring confidentiality will encourage honest, constructive feedback. After each feedback round, review input internally, make any necessary adjustments, and keep clients informed about how their feedback is being implemented. This three-tiered approach ensures continuous feedback loops at key intervals, addressing immediate impressions, early-stage satisfaction, and deep-dive strategic insights aligned with LJV’s values.
CLIENT SATISFACTION PROCESS:
1. Initial Setup (Before Kickoff) Actionable Steps: Use Procore’s Directory tool to ensure all project team members and client contacts are listed with accurate roles and permissions. Confirm HubSpot and Procore integration readiness to capture stage-specific feedback automatically. Create a feedback strategy for each stage of the project (e.g., bidding, pre- construction, construction, post-construction, warranty) with tailored questions. Upload critical documents (e.g., drawings, contracts) in Procore’s Document Management tool, organized by category, to ensure accessibility. Client Communication: Share the project team structure and introduce key contacts. Provide an overview of the feedback process and its importance to client satisfaction. 2. Weekly Feedback Collection (Real-Time Check-Ins) Actionable Steps: Use Procore’s Forms tool to send brief weekly surveys during construction, asking clients about progress satisfaction and any immediate concerns. Monitor responses in Procore dashboards for quick resolution of issues. Implement a 24-hour resolution policy for all flagged concerns. Survey Examples: "How satisfied are you with the progress this week?" (Emoji-based sentiment tracking: ). "Were any issues resolved to your satisfaction?" 3. Milestone Communication (Monthly Updates) Actionable Steps: At key project milestones, send comprehensive update emails using the HubSpot workflow, summarizing: Progress made Upcoming activities Changes in scope/timeline. Include a feedback form link for client input. Store milestone communications in Procore’s Project Links for transparency. Client Communication: Ensure updates are clear, concise, and emphasize proactive issue resolution.
4. Quarterly In-Depth Feedback and Reviews Actionable Steps:
Send stage-specific surveys covering core values: Purpose: Were goals and deliverables met?
Priority: Was focus maintained on critical areas? People: How effective was the collaboration? Productivity: Was progress efficient and aligned with expectations? Conduct client review meetings to discuss feedback trends and align on project adjustments. Generate quarterly Procore reports on client satisfaction metrics and address improvement areas. Metrics to Track: Client satisfaction score (goal: 95% or higher). Feedback implementation rate (goal: actionable feedback addressed within two weeks). 5. Post-Project & Warranty Period Actionable Steps: Conduct a final walkthrough and collect client feedback on the overall experience. Follow up 30 days post-completion with a satisfaction survey focusing on warranty service. Automate reminders for quarterly warranty feedback via HubSpot workflows. Client Communication: Share how feedback is incorporated into continuous improvement efforts.
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