Client Satisfaction Survey Guide

Document Type: Procedure
Version: 1.0
Last Updated: February 2026
Distribute To: Project Managers, BD Team, Executives

Purpose

Establish procedures for measuring client satisfaction to improve service quality, strengthen relationships, and generate referrals and repeat business.

Why Client Satisfaction Matters

Business Impact:

Repeat business (often 60-80% of revenue for successful contractors)
Referrals
References for new pursuits
Early warning of problems
Continuous improvement data
Competitive differentiation

What Gets Measured:

Quality of work
Communication
Schedule performance
Budget management
Problem resolution
Team professionalism
Overall satisfaction

Survey Types

When to Survey:

Survey Type	Timing	Purpose
Project midpoint	50% complete	Course correction
Project completion	At substantial completion	Performance assessment
Post-occupancy	6-12 months after	Long-term satisfaction
Annual relationship	Annually for repeat clients	Relationship health

Project Completion Survey

Survey Template:

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         PROJECT COMPLETION SURVEY
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Client Company: _______________________
Project Name: _______________________
Completed: _______________________
Survey Date: _______________________
Respondent: _______________________
Title: _______________________

Thank you for partnering with [Your Company] on this project.
Your feedback helps us improve and serve you better.

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OVERALL SATISFACTION:

How satisfied are you with the overall project experience?

☐ Very Satisfied (5)
☐ Satisfied (4)
☐ Neutral (3)
☐ Dissatisfied (2)
☐ Very Dissatisfied (1)

Comments: _________________________________________________

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QUALITY:

1. How satisfied are you with the quality of work?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

2. How satisfied are you with attention to detail?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

3. How satisfied are you with the final punch list process?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

Quality comments: _____________________________________________

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COMMUNICATION:

4. How satisfied are you with overall communication?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

5. How satisfied are you with responsiveness to questions/concerns?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

6. How satisfied are you with meeting effectiveness?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

7. How satisfied are you with progress reporting?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

Communication comments: _______________________________________

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SCHEDULE:

8. How satisfied are you with schedule management?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

9. How satisfied are you with meeting milestone dates?
   ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

10. How satisfied are you with coordination of subcontractors?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

Schedule comments: ____________________________________________

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BUDGET & COST:

11. How satisfied are you with cost management?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

12. How satisfied are you with change order process/fairness?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

13. How satisfied are you with invoice accuracy?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

Budget comments: ______________________________________________

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SAFETY & PROFESSIONALISM:

14. How satisfied are you with job site safety?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

15. How satisfied are you with job site cleanliness?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

16. How satisfied are you with team professionalism?
    ☐ 5  ☐ 4  ☐ 3  ☐ 2  ☐ 1

Professionalism comments: ______________________________________

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TEAM EVALUATION:

Please rate the performance of our team members:

Project Manager: [Name]
☐ Excellent  ☐ Good  ☐ Satisfactory  ☐ Needs Improvement

Comments: _________________________________________________

Superintendent: [Name]
☐ Excellent  ☐ Good  ☐ Satisfactory  ☐ Needs Improvement

Comments: _________________________________________________

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LIKELIHOOD TO RECOMMEND:

How likely are you to recommend [Your Company] to others?
(Net Promoter Score question)

0  1  2  3  4  5  6  7  8  9  10
Not at all likely          Extremely likely

☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐

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FUTURE BUSINESS:

Would you use [Your Company] for future projects?
☐ Definitely yes
☐ Probably yes
☐ Maybe
☐ Probably no
☐ Definitely no

If you have upcoming projects, would you like us to contact you?
☐ Yes - Contact: _______________________
☐ No

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OPEN FEEDBACK:

What did we do best on this project?
___________________________________________________________
___________________________________________________________

What could we improve?
___________________________________________________________
___________________________________________________________

Any other comments?
___________________________________________________________
___________________________________________________________

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Thank you for your valuable feedback!

May we use your name and company as a reference?
☐ Yes  ☐ No  ☐ Ask first

May we use your feedback in marketing materials?
☐ Yes  ☐ No  ☐ Ask first

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Mid-Project Check-In Survey

Shorter Format:

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         MID-PROJECT CHECK-IN
================================================================

Project: _______________________  Date: _______________

How are things going overall?
☐ Excellent  ☐ Good  ☐ Fair  ☐ Poor

Top areas of satisfaction:
1. _______________________________________________________
2. _______________________________________________________

Areas needing improvement:
1. _______________________________________________________
2. _______________________________________________________

Any concerns we should address immediately?
___________________________________________________________

Anything else on your mind?
___________________________________________________________

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Survey Administration

Process:

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         SURVEY ADMINISTRATION PROCESS
================================================================

1. TIMING:
   - Send within 1 week of substantial completion
   - Follow up if no response in 1 week
   - Maximum 2 follow-ups

2. WHO SENDS:
   - Company executive (not PM) - shows importance
   - Or BD team member

3. METHOD:
   - Email with online survey link (preferred)
   - Phone interview (for key clients)
   - In-person (for major projects)

4. CONFIDENTIALITY:
   - Responses shared internally with PM
   - Aggregated data for company metrics
   - Individual attribution only with permission

5. RESPONSE TRACKING:
   | Project | Sent | Response | Score |
   |---------|------|----------|-------|
   |         |      |          |       |

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Analyzing Results

Survey Scorecard:

================================================================
         CLIENT SATISFACTION SCORECARD
================================================================

Period: _______________________

RESPONSE RATE:

Surveys sent: _____
Responses received: _____
Response rate: _____%

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SCORES BY CATEGORY:

| Category | This Period | Prior | Target | Trend |
|----------|-------------|-------|--------|-------|
| Overall satisfaction | | | 4.5 | ↑↓→ |
| Quality | | | 4.5 | ↑↓→ |
| Communication | | | 4.5 | ↑↓→ |
| Schedule | | | 4.0 | ↑↓→ |
| Budget | | | 4.0 | ↑↓→ |
| Professionalism | | | 4.5 | ↑↓→ |

NET PROMOTER SCORE:

Promoters (9-10): _____  (____%)
Passives (7-8): _____  (____%)
Detractors (0-6): _____  (____%)

NPS = ____% Promoters - ____% Detractors = _____

NPS Benchmark:
  Below 0: Improvement needed
  0-30: Good
  30-50: Excellent
  50+: World class

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SCORES BY PROJECT MANAGER:

| PM | Projects | Avg Score | NPS |
|----|----------|-----------|-----|
|    |          |           |     |

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COMMON THEMES:

Positive:
1. _______________________________________________________
2. _______________________________________________________

Improvement areas:
1. _______________________________________________________
2. _______________________________________________________

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Follow-Up Actions

Action Protocol:

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         SATISFACTION FOLLOW-UP PROTOCOL
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SCORES 4.5+: PROMOTERS
- Thank client personally
- Ask for referral/testimonial
- Ensure future opportunities pursued
- Celebrate with team

SCORES 3.5-4.4: SATISFACTORY
- Thank client
- Address specific concerns mentioned
- Look for improvement opportunities
- Follow up on any issues

SCORES BELOW 3.5: CONCERNS
- Executive call/visit within 48 hours
- Understand specific issues
- Develop action plan
- Communicate plan to client
- Implement and follow up
- Consider service recovery gesture

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ACTION LOG:

| Client | Issue | Action | Owner | Due | Status |
|--------|-------|--------|-------|-----|--------|
|        |       |        |       |     |        |

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Using Feedback

Continuous Improvement:

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         FEEDBACK IMPLEMENTATION
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QUARTERLY REVIEW PROCESS:

1. Compile all feedback for quarter
2. Identify patterns and trends
3. Prioritize improvement areas
4. Develop action plans
5. Assign ownership
6. Track implementation
7. Measure impact

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IMPROVEMENT INITIATIVES:

| Theme | Frequency | Root Cause | Action | Owner | Status |
|-------|-----------|------------|--------|-------|--------|
|       |           |            |        |       |        |

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SHARING FEEDBACK:

With project teams:
☐ Debrief at project closeout
☐ Share scores and comments
☐ Recognize positives
☐ Address improvement areas

Company-wide:
☐ Aggregate metrics in company meetings
☐ Recognize top performers
☐ Share client testimonials
☐ Track trends over time

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Client Relationship Management
Project Closeout Procedures
Quality Control Procedures
Lost Client Analysis

Template provided by support.construction. What gets measured gets improved—measure satisfaction.

Purpose​

Why Client Satisfaction Matters​

Business Impact:​

What Gets Measured:​

Survey Types​

When to Survey:​

Project Completion Survey​

Survey Template:​

Mid-Project Check-In Survey​

Shorter Format:​

Survey Administration​

Process:​

Analyzing Results​

Survey Scorecard:​

Follow-Up Actions​

Action Protocol:​

Using Feedback​

Continuous Improvement:​

Related Documents​