This Customer Satisfaction Survey is a simple way to get past guesswork and find out, directly from your clients, how well you’re actually performing across the whole project experience.
It’s designed for you to use at the end of a project or key engagement so you can see what’s working, what’s not, and where there’s room to add more value.
What this survey actually measures
The survey hits three kinds of insight:
- Why they chose you
- “What made you choose us as your __________?”
This tells you which parts of your positioning and value proposition actually landed in the real world (not just in your marketing deck).
- “What made you choose us as your __________?”
- How you performed across the project
Clients rate you from 1 (Very Low) to 5 (Very High) on key topics like:- Project start / kick-off
- Price and project financials (value for money)
- Communication (regularity, quality, responsiveness)
- Project management
- Design / solution quality
- Schedule / timeliness
- Overall quality of materials and workmanship
- Where you can grow and how likely they are to recommend you
- “In what way do you think your experience with us could be improved?”
- “What else would you like to see us do to add more value for you?”
- And a 1–10 recommendation score (classic “Would you recommend us?” question).
This combination tells you:
- Why you won the work
- How it felt to work with you
- Whether they’d come back or refer you
- What they’d actually pay you for next
Why you should bother using it
Most firms rely on “no news is good news.” That’s how you end up with:
- Clients who look happy on the surface but never return
- Silent frustration about communication or schedule
- Missed opportunities to upsell or expand services
This survey gives you:
- Hard data on where your delivery is strong or weak
- Language you can reuse in testimonials and case studies
- Early warning if a client is quietly unhappy
- Concrete ideas for new services or improvements straight from the people who pay you
If you’re serious about improving quality and profitability, this is the kind of feedback loop you can’t skip.
When to deploy it
Here are a few practical use cases for you inside Empower:
- At project completion
- Example: After finishing a build-out, implementation, or advisory engagement.
- Send the survey as part of your “project close-out pack” alongside final documents and next steps.
- Use the results in your internal project review: What will we keep, fix, or stop next time?
- After major milestones
- Example: After design sign-off, after phase 1 of a rollout, or after a big deliverable lands.
- If scores start dropping mid-project (say, around communication or schedule), you can intervene before the relationship goes sideways.
- Quarterly or annually for key accounts
- Example: Long-term retainer clients, managed services, or ongoing maintenance relationships.
- A regular satisfaction pulse lets you spot slow declines in trust or value before they decide to “go out to bid.”
- Following a service recovery event
- Example: You had a major delay, mistake, or conflict and worked hard to fix it.
- Use a slightly tailored version of this survey to see if your recovery actually restored confidence, or if you’re still on thin ice.
How to deploy it (without overcomplicating things)
A few simple ways to roll this out:
- As a PDF or form link in your standard project wrap-up email
- “As part of improving how we work, we’d appreciate it if you took a few minutes to complete this.”
- As part of a live debrief call
- Walk through the questions with the client and capture their scores and comments directly.
- This can surface nuance you’d never get in a form.
- As a branded online form
- Take the same questions and mirror them in your survey tool of choice.
- Keep the core structure: open questions, 1–5 ratings on key topics, and the 1–10 recommendation score.
The doc gives you the backbone; you can tweak the wording of the categories to fit your industry while keeping the same core questions.
If you use this tool properly, it’s more than just a survey – it’s a recurring reality check on how well your business is actually delivering on its promises, and a steady source of insight on how to make the next project smoother, more profitable, and more referable than the last.