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.
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