Feedback Loop Ownership Audit (Retention)

Feedback Loop Ownership Audit (Retention)

1. 01

   Map the client's current feedback capture points across email, SMS, and on-site touchpoints

   Identify where requests are sent manually or not at all. Tools like Senja or Trustmary can automate these, but you need a baseline of existing volume and channel mix first.

2. 02

   Quantify the response rate and review volume for the last 90 days per channel

   Use platform analytics or manual tallies. A typical agency client might see 5-10% email response rates, while SMS or QR code prompts often double that. This data drives the business case for automation.

3. 03

   Assess the client's current review display and whether social proof is visible on key conversion pages

   Check if testimonials appear on product pages, landing pages, or checkout. Tools like ShowTrust or Testimonial offer embeddable walls, but if the client already has a wall, evaluate its freshness and relevance.

4. 04

   Identify gaps in the feedback loop, such as missing response management or lack of review syndication

   Collection alone doesn't close the loop. If the client isn't responding to reviews or syndicating them to Google or industry platforms, that's an upsell opportunity for monitoring and response services.

5. 05

   Calculate the potential revenue impact of improved social proof using client conversion data

   If the client's conversion rate is 2% and testimonials typically lift it by 10-15%, a 1% increase on $500k in monthly revenue is $5k. Use these numbers to justify the retainer increase.

6. 06

   Review the client's current tool stack for overlaps or missing capabilities

   Many clients already have a review tool like Loox or Junip for ecommerce, but lack a unified testimonial platform. Determine if consolidation or addition is needed, and note any white-label options for agency branding.

7. 07

   Document the audit findings in a one-page summary with prioritized recommendations

   Include quick wins (e.g., enabling automated email requests) and longer-term plays (e.g., video testimonial collection via Boast). This becomes the basis for a retention conversation.