After-the-Job Feedback
Most business owners do not find out what a customer thought until the customer quietly stops calling. By then the reason is gone, and the chance to fix it has gone with it.
The customers who tell you are the ones who already trust you enough to be honest. The ones who do not tell you just leave — and you never know why.
The answer is not to chase feedback from the customers who complain loudest. It is to ask every customer, every time, so that the quiet ones get heard too.
The short answer
LOOKUP sets up an automated feedback request that goes to every customer after every job, collects the responses in one place, and turns them into actions the business can work through. Nothing is filtered, routed or suppressed — every response is seen, and every negative one is tracked to a follow-up.
What you actually get
A feedback request after every job
Every customer receives a short feedback request automatically once their job is marked complete. No one is selected in or out — the request goes to everyone, every time, so the responses reflect what actually happened rather than what was convenient to ask about.
Every response in one place
All responses arrive in a single view, regardless of which staff member did the job or which location the customer used. The business sees the full picture in one place rather than piecing it together from individual emails, text messages and conversations.
A plain view of what is working and what is not
Responses are organised so patterns are visible — which services, which staff and which stages of the job generate consistent praise and which generate consistent problems. The view is designed to be read, not decoded.
Negative feedback as a trackable follow-up
A response that flags a problem is not hidden or buried — it becomes a tracked item with an owner, so someone in the business is accountable for following it up. The point is to catch the problem early and act on it, not to make it disappear.
Positive feedback you can use, with permission
When a customer says something good, the system asks whether they would be happy for their words to be used. Only with their explicit permission is any feedback shared — and the customer decides where and how.
Setup, configuration against your existing systems, and ongoing management included.
The problem this solves
You find out too late
By the time a customer tells you something went wrong — if they ever do — the job is finished, the team has moved on, and the detail is lost. Feedback captured at the time the job closes is specific and actionable in a way that a complaint three months later cannot be.
Small issues become relationship issues
A customer who was mildly annoyed by something small does not usually raise it. They simply remember it the next time they need a quote, and quietly go elsewhere. Catching the small thing early stops it accumulating into the loss of the relationship.
The same mistake repeats
Without systematic feedback, the same problem can affect customer after customer before anyone in the business notices a pattern. A feedback system surfaces the pattern early, so the cause is fixed once rather than apologised for repeatedly.
You are running on anecdote
Most businesses judge service quality by the customers who volunteer their opinions — the loudest ones, the angriest ones, the ones who happen to mention it. That sample is not representative, and decisions made on it are decisions made on noise.
Problems surface publicly instead of privately
A customer who has no easy way to tell you directly will sometimes tell the internet instead. Giving every customer a direct, private channel means the business hears about problems first, and has the chance to put them right before they become public.
Configured to how your business actually works
The feedback trigger is set up against whatever system already records completed work in your business — a closed ticket, a completed job, an issued invoice, or a scheduled service visit marked as done. The request goes out automatically when that event occurs, without anyone on your team having to remember to send it.
LOOKUP configures this during onboarding, mapping the trigger to your existing workflow so it fits how you already operate. You do not need to change the way you record completed work — the feedback request simply fires when that record is created.
Why the negative feedback matters most
A customer who tells you privately that something went wrong is doing you a favour. They are giving you the chance to fix it before it costs you the relationship — and before it surfaces somewhere you cannot control.
Negative feedback is not hidden or suppressed. It is tracked, assigned and followed up. The person responsible for the follow-up sees it, the customer hears back, and the issue is worked through rather than buried.
Over time, patterns across responses tell you more than any single complaint. If the same issue appears across different customers, different staff and different jobs, the cause is systemic — and that is what you need to fix, not the individual symptom. The feedback system exists to surface those patterns so you can act on the cause.
How LOOKUP helps
Setup and configuration
LOOKUP configures the feedback request, the trigger, the response collection and the follow-up workflow during onboarding. The system is set up to match how your business records completed work, so it operates within your existing process rather than alongside it.
Integration with your existing systems
The trigger is mapped to the system you already use to record jobs, tickets or service visits. LOOKUP coordinates with your existing job management, field service or ticketing platform rather than replacing it — the feedback request fires when that system marks work as complete.
Ongoing management
LOOKUP manages the feedback system on an ongoing basis — monitoring that requests are going out, that responses are being captured, and that the follow-up workflow is working as intended. If a trigger breaks or a response goes untracked, it is picked up and fixed.
Reporting you will actually read
Responses are presented in a plain, readable format that shows what is working, what is not, and what needs following up. The reporting is designed for a business owner or manager to scan and act on — not to be decoded or exported into another tool before it is useful.
Ready to hear what your customers actually think?
Book a strategy session to talk through how after-the-job feedback would work in your business — what triggers it, where responses land, and how follow-ups get owned.
