Client Satisfaction Survey
Document ID: WBL-DEL-CSS-[ID]-v1.0 Project: [PROJECT NAME] Client: [CLIENT NAME] Survey Issued: [DATE] Response Requested By: [DATE + 7 DAYS] Return to: [PM EMAIL]
A note from your project team:
Thank you for working with Webility. This short survey takes approximately 5–8 minutes and directly informs how we serve future clients. Your responses are reviewed by senior leadership — not just the project team — and are used to improve our processes, training, and service quality.
There are no wrong answers. Honest, specific feedback — including critical feedback — is far more valuable to us than polite non-answers.
If you prefer to complete this over a brief call, let us know and we'll schedule 20 minutes with our Account Director.
Section 1 — Net Promoter Score
1.1 Overall Recommendation
On a scale of 0–10, how likely are you to recommend Webility to a colleague, partner, or fellow business owner?
(0 = Not at all likely; 10 = Extremely likely)
☐ 0 ☐ 1 ☐ 2 ☐ 3 ☐ 4 ☐ 5 ☐ 6 ☐ 7 ☐ 8 ☐ 9 ☐ 10
What is the primary reason for your score?
Section 2 — Project Outcome
2.1 Outcome Satisfaction
How satisfied are you with the final deliverable(s)?
| Deliverable | Very Satisfied | Satisfied | Neutral | Dissatisfied | Very Dissatisfied | N/A |
|---|---|---|---|---|---|---|
| [Deliverable 1 — e.g., Website design & build] | ☐ | ☐ | ☐ | ☐ | ☐ | ☐ |
| [Deliverable 2 — e.g., Brand identity] | ☐ | ☐ | ☐ | ☐ | ☐ | ☐ |
| [Deliverable 3 — e.g., AI automation system] | ☐ | ☐ | ☐ | ☐ | ☐ | ☐ |
2.2 Goals Met
Did the project meet the goals you set at the start?
☐ Exceeded expectations — delivered more than expected ☐ Fully met expectations — everything we set out to achieve was delivered ☐ Mostly met expectations — some goals were met but not all ☐ Partially met expectations — significant gaps between goals and delivery ☐ Did not meet expectations — significant issues with delivery
Please explain your answer (especially if "mostly" or below):
2.3 Value for Investment
Overall, how would you rate the value of what was delivered relative to the investment?
☐ Excellent value — significantly exceeded what we paid for ☐ Good value — fair return on investment ☐ Acceptable — roughly what we expected for the price ☐ Poor value — would have expected more for the investment ☐ Very poor value — significantly less than we expected
Comments:
Section 3 — Process & Communication
3.1 Project Management
Rate the following aspects of how the project was managed:
| Aspect | Excellent | Good | Fair | Poor | N/A |
|---|---|---|---|---|---|
| Clarity of scope and deliverables from the start | ☐ | ☐ | ☐ | ☐ | ☐ |
| Adherence to the agreed project timeline | ☐ | ☐ | ☐ | ☐ | ☐ |
| Proactive communication about issues or delays | ☐ | ☐ | ☐ | ☐ | ☐ |
| Quality of written status updates | ☐ | ☐ | ☐ | ☐ | ☐ |
| Meeting preparation and follow-through | ☐ | ☐ | ☐ | ☐ | ☐ |
| Handling of feedback and revision requests | ☐ | ☐ | ☐ | ☐ | ☐ |
| Transparency around scope changes and costs | ☐ | ☐ | ☐ | ☐ | ☐ |
| Ease of working through the onboarding process | ☐ | ☐ | ☐ | ☐ | ☐ |
3.2 Communication
How would you describe the communication experience overall?
☐ Proactive — we were always informed before we had to ask ☐ Responsive — our questions were answered promptly ☐ Acceptable — mostly good, some gaps ☐ Reactive — we often had to follow up for updates ☐ Poor — communication was a source of frustration
Is there a specific communication strength or weakness you'd like to highlight?
3.3 Timeline
Did the project deliver on time?
☐ Yes — delivered on or ahead of the agreed timeline ☐ Mostly — minor delays that were communicated and acceptable ☐ Partially — delays were significant but explained ☐ No — material timeline overrun that was not adequately communicated ☐ Not applicable (this was not time-sensitive)
If there were delays, what was the primary cause? (Check all that apply)
☐ Webility's team was the primary cause ☐ Delays in our team providing content or approvals ☐ Third-party dependencies (e.g., platform, API, external provider) ☐ Scope expansion during the project ☐ Other: _______________________________________________
Section 4 — Team Performance
4.1 Team Ratings
| Team Member | Role | Professionalism | Responsiveness | Quality of Work | Overall |
|---|---|---|---|---|---|
| [PM NAME] | Project Manager | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 |
| [DESIGNER NAME] | Designer | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 |
| [DEVELOPER NAME] | Developer | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 |
| [OTHER] | [ROLE] | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 | 1 2 3 4 5 |
(1 = Poor; 5 = Excellent)
Is there a team member you'd like to specifically recognize?
Is there a team member whose performance you feel should be addressed? (Your response goes directly to senior leadership, not the team member)
Section 5 — Specific Feedback
5.1 What worked exceptionally well?
(We want to know specifically — what should we definitely keep doing?)
5.2 What did not work well?
(Be candid — this is the feedback that improves our service. Please be specific.)
5.3 What is the single most important thing we should change or improve?
5.4 Was there any moment in the project where you considered terminating the engagement?
☐ No ☐ Yes — please describe: _______________________________________________
5.5 Was there anything we did not deliver that was in scope and you expected?
Section 6 — Future Work & Relationship
6.1 Ongoing Needs
Which of the following services are you likely to need in the next 12 months? (Check all that apply)
☐ Website updates or redesign ☐ New website (new product / brand / location) ☐ Branding refresh or extension ☐ AI automation or process automation ☐ Website Maintenance Plan ☐ Managed Hosting ☐ Content strategy or copywriting ☐ SEO or digital marketing ☐ Additional integrations or platform work ☐ Training for new team members ☐ None — no planned digital work at this time ☐ Other: _______________________________________________
6.2 Likelihood to Return
If you have a future digital project, how likely are you to engage Webility?
☐ Definitely — you are our go-to agency ☐ Very likely — you would be in our shortlist ☐ Uncertain — depends on scope and price ☐ Unlikely — we would look elsewhere first ☐ Definitely not — please explain: _______________________________________________
6.3 Referrals
Do you know of any companies that could benefit from Webility's services?
☐ Yes — I'm happy to provide an introduction: Name/Company: _______________________________________________ ☐ Yes — you can use my name when reaching out: Company: _______________________________________________ ☐ No — not at this time
Section 7 — Public Testimonial (Optional)
7.1 Written Testimonial
We would be grateful for a written testimonial to share on our website, proposals, and marketing materials. This is completely optional.
Are you willing to provide a testimonial?
☐ Yes — here it is:
☐ Yes — please draft one based on this survey and send it to me for approval ☐ No — not at this time
Attribution permissions (if providing a testimonial):
☐ Use my full name, title, and company name ☐ Use my first name and company name only ☐ Use my title and company name only (no personal name) ☐ Anonymize completely (e.g., "A Marketing Director at a Toronto-based SaaS company")
Headshot permission (if using on website): ☐ You may use my professional photo (I will provide or you may use LinkedIn) ☐ No photo please
7.2 Case Study
Are you willing to participate in a case study?
A case study would involve a brief follow-up conversation and would be shared on our website and in proposals. We will send the draft to you for approval before publishing anything.
☐ Yes — I'm open to this ☐ Yes, but anonymized (company name / industry without client name) ☐ No — not at this time
7.3 Review Platforms
Are you willing to leave a public review?
(Voluntary — takes 2 minutes. Choose your preferred platform:)
☐ Google Business Profile: [Webility LLC GOOGLE LINK] ☐ Clutch.co: [Webility LLC CLUTCH LINK] ☐ LinkedIn recommendation: Connect with [ACCOUNT DIRECTOR NAME] ☐ Other platform: _______________________________________________ ☐ Not at this time
Section 8 — Final Comments
Is there anything else you'd like to share with the Webility team — positive, negative, or otherwise?
Thank you.
Your time is genuinely appreciated. This survey is reviewed by our leadership team, and your feedback shapes how we train our people and run our projects.
If you'd like to discuss any aspect of your experience in a conversation rather than in writing, contact our Account Director directly:
[ACCOUNT DIRECTOR NAME] [EMAIL] | [PHONE]
Webility — WBL-DEL-CSS-[ID]-v1.0 Survey responses are treated as confidential and used for internal quality improvement only, unless the respondent provides explicit permission for public use (Section 7).