Growth
Feedback collected a month later is nostalgia. Gaffer sends a short survey after the job completes, captures the response against that job and customer, and gives you the satisfaction signal that tells you which engineers and which work types are actually landing well.
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Triggered by job completion, recorded against the job it asks about.
Surveys go out when the job completes, which is when the customer has an opinion and before it fades into a general impression.
Responses are recorded against the specific job and customer, so feedback is attributable to work, engineers and job types rather than being one aggregate score.
A happy response is the right moment to ask for a public review, which is how Gaffer's review automation uses the signal.
Job surveys sit with your customer surveys, reviews and churn risk scoring in one platform.
Job surveys ask about one specific job at the point it finishes. Customer surveys — NPS and CSAT — measure the relationship over time. You want both, because a customer can be broadly happy and still have had a bad visit.
Response rates are much higher immediately after completion than weeks later, and higher for short surveys than long ones. Sending at completion is the single biggest factor.
It surfaces as a signal you can act on while the customer is still recoverable, rather than becoming a complaint or a public review. Gaffer's churn risk scoring and save plays use dissatisfaction as one input.
That is the intent. Review automation asks for a public review after positive feedback, rather than asking every customer indiscriminately and collecting the bad ones too.
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