The Feedback Gap

Most agencies have no idea where they stand with clients. You assume things are fine because nobody's complaining. But silence isn't satisfaction. It's just silence.

You've tried sending feedback surveys. Open rates hover around 20%. Response rates are worse. The clients who do respond are either thrilled or furious. The quiet middle stays quiet.

Meanwhile, small frustrations pile up. A missed deadline here. A confusing report there. Nothing worth mentioning in the moment. But six months later, your client takes a call from another agency and suddenly you're in a retention battle you didn't see coming.

You can't fix problems you don't know about. And you can't celebrate wins you're not measuring.

Feedback That Gets Responses

SmartMetrics puts feedback requests right inside your client portal. No separate survey links. No emails that get buried. Clients see the request when they log in.

Keep it simple. A quick rating. A single question. Clients respond in seconds because you're not asking them to fill out a 15-question form.

Time it right. Trigger feedback requests after project milestones, at the end of each month, or on a custom schedule. Ask when the work is fresh, not three weeks later when they've forgotten the details.

Track responses over time. See how satisfaction trends across your client base. Spot patterns before they become problems.

Incentives That Work

Sometimes clients need a nudge. Not because they're unhappy, but because feedback falls to the bottom of their to-do list.

Attach incentives to your feedback requests. A discount on next month's invoice. A free add-on service. A gift card. Whatever motivates your clients to take two minutes and share their thoughts.

Set clear terms. "Complete this feedback form and get $50 off your next invoice." Clients see the offer, respond, and you fulfill automatically or manually. Simple.

Incentives work especially well for testimonials and reviews. Happy clients mean to leave reviews. They just forget. Give them a reason to do it today.

Testimonials on Demand

You need testimonials for your website. Case studies for proposals. Reviews on Clutch or Google. But asking feels awkward, and even willing clients procrastinate.

Build testimonial requests into your feedback flow. When a client gives positive feedback, prompt them to share it publicly. Make it one click to post on the platform that matters most to you.

Offer an incentive for public reviews. Clients who love your work are happy to say so when you make it easy and give them a small thank-you.

Collect written testimonials directly. Clients type their feedback once, you get a polished quote ready for your website. No more copying and pasting from random emails.

How Agencies Use This

Post-project check-ins: After delivering a campaign or completing a milestone, send a quick feedback request. Catch any concerns while you can still address them.

Monthly pulse checks: Schedule automatic feedback requests at the end of each month. Track satisfaction trends and spot declining scores early.

Testimonial campaigns: Run a quarterly push for testimonials. Offer a meaningful incentive. Collect a batch of fresh quotes and reviews you can use for the next six months.

Review generation: Identify your happiest clients and send targeted requests for Google or Clutch reviews. Include clear instructions and an incentive. Watch your review count grow.

Churn prevention: When feedback scores drop, you know immediately. Reach out, address concerns, and save the relationship before it's too late.

Why This Beats Survey Emails

Survey emails die in inboxes. They compete with a hundred other messages. They require clients to click a link, load a page, and fill out fields. Most people don't bother.

Client Feedback lives where your clients already are. They log into their portal to check reports or review updates. The feedback request is right there. Quick. Easy. Done.

Adding incentives changes the math entirely. A $25 gift card feels generous for two minutes of work. Clients respond because there's something in it for them, not just for you.

You get higher response rates, more honest answers, and a systematic way to collect the testimonials and reviews that help you win new business.

Get Started

Create your first feedback request in under a minute. Choose your questions. Set an incentive if you want. Publish it to your client portal.

Responses flow into your dashboard. No spreadsheets. No manual tracking. Just clear data on what your clients think.