Clients don’t complain.
They just don’t renew.
By the time a client says they are unhappy, the decision is often made. A two-minute check-in after each milestone, sent as a private link to the person you work with, tells you how the work is landing while there is still time to change course.
Up and running in three simple steps
Check in at every milestone
After the kickoff, the first delivery, the monthly report. A few short questions, sent as that client contact’s own private link, on the channel you already use with them.
Hear it while it’s fixable
Set the answer that worries you, such as a low score or “not on track”, and get a browser notification the moment a client gives it.
Act, and keep a record
Call the client, fix the brief, change the plan. Write down what you did against their response, so the next account manager knows the story.
What an alert looks like
Low score: Monthly client check-in
A low score was just submitted. For: Sam Lee | Feedback: How is the project going?: 2 | What should we change?: The last report didn’t answer what we asked for.
just now
Rather not do it yourself? We'll set it up for you.
On every paid plan, setup is free. Create your account, choose Free Setup in your menu, and we'll get in touch. After a short call we build your forms, QR codes, links and alert rules, and you approve them before anything goes live. On the free trial, ask and we'll help where we can.
Feedback is worth most when it comes early
Early feedback is cheap to act on
A wrong brief caught after the first draft costs a revision. The same problem caught at the end of the quarter costs the account. Asking at each milestone moves the bad news to the point where it is still small.
Silence is not satisfaction
A client who stops replying quickly or skips the monthly call is often already looking elsewhere. A regular check-in gives them an easy, private way to tell you, so you do not have to read between the lines.
Keeping a client beats winning a new one
A pitch takes weeks and may not land. A retained client keeps paying, refers others and is easier to grow. Hearing about problems in time is the cheapest retention work an agency can do.
5% → 25%+
A small retention lift, a big profit lift
Source: Reichheld (Bain & Company), via Harvard Business Review, 2014
3 scores
NPS, CSAT & CES on every plan
Short check-ins, sent to the right person at the right time
One private link per client contact
Bring in your client list by hand, by spreadsheet or from your CRM, and send each person their own single-use link. Every answer arrives with a name on it, and a forwarded link cannot be answered twice.
Sent where your clients already talk to you
Paste the link into an email, a Slack message or a project update, or send it on WhatsApp with the message already written. No app, no login for your client.
Alerts on the answers that matter
Not only low scores. A client can rate the work 4 out of 5 and still say the timeline is slipping. Set a rule on that answer and you hear about it straight away.
Short, so busy clients finish it
Two or three questions, with follow-ups that only appear when an answer needs one. Or send it as a chat, one question at a time, like replying to a message.
Know it was handled
Hand a worrying response to the account lead. They cannot mark it done without writing what they did, and you can read it from anywhere.
Scores you can track over time
See how satisfaction and loyalty move across the year, filter by date and questionnaire, and export everything to CSV for your own reporting.
Client feedback for agencies: frequently asked questions
When should an agency ask clients for feedback?
At each milestone, not only at the end. Good moments are a week or two after kickoff, after the first delivery, and after each monthly report or review call. Each one is a point where a wrong brief or a missed expectation is still cheap to fix.
Feedback at renewal or in an end-of-project survey tells you what went wrong. Feedback at a milestone gives you a chance to change it.
Why does timely client feedback matter so much?
Because problems grow quietly. A client who is unhappy with the first draft and says nothing is a revision away from being happy. The same client, still unhappy three months later, is often already talking to another agency.
Asking early and regularly turns a lost account into a fixable conversation. It also shows the client you care about how the work lands, not only whether it shipped.
How often should we check in with a client?
Often enough to catch a change, rarely enough not to be a chore. For retainers, once a month after the report works well. For projects, after each milestone. Keep it to two or three questions so it takes a minute to answer.
Will busy clients actually answer?
They are far more likely to answer a short check-in sent at the right moment than a long survey weeks later. Send it right after a delivery or a call, from the person they work with, as a link in the email or message they already expect.
The form opens in the browser with no app or login, and a low answer can open one follow-up question, so a happy client is done in seconds.
Can we see feedback client by client?
Yes. Add your client contacts to the customer list by hand, by spreadsheet, or pushed in from your CRM, and send each person their own single-use link. Every response arrives with that person’s name on it and is searchable by name.
How do we find out quickly when a client is unhappy?
Set a rule, such as a score of 2 or lower or an answer like “not on track”, and you get a browser notification the moment a response matches it. You can then call the client while the issue is still small.
Is client feedback kept private?
Yes. Responses reach you privately and nothing is posted anywhere automatically. Inviting clients to leave a public review is optional, and if you switch it on, every client who answers is invited, not only the happy ones.
Who sets it up?
We can. On every paid plan, setup is free: create your account, choose Free Setup in your menu, and after a short call we build your check-in forms, links and alert rules. You approve them before any client sees them. On the free trial, ask and we’ll help where we can.
Read: Create your accountLast reviewed 2026-10-04.
Hear it in week three, not at renewal
Give every client a two-minute way to tell you how it is going, and fix what is slipping while the account is still yours. Free for 30 days, no card required.