--- title: "Client feedback" slug: workspace/feedback url: https://projectri.com/docs/workspace/feedback section: workspace audience: workspace app_route: "/[slug]/[user]/feedback" permissions: [survey.view, survey.manage] mobile: "/feedback" updated: 2026-09-08 source: Projectri documentation --- # Client feedback CSAT and NPS scores from clients, the low ones that still need somebody to pick them up, and the rules for who gets asked and how often. ![Client feedback](https://projectri.com/docs-shots/workspace-feedback.png) ## What it is Two instruments, kept separate. **CSAT** asks about one thing just after it happened, on a 1–5 scale. **NPS** asks about the firm overall, rarely, on a 0–10 scale. The page has three tabs: the scores and what people wrote, an inbox of low scores waiting for somebody to pick them up, and the settings that decide who is asked and how often. ## How to get there **Feedback** is in the main navigation, at the end of the client run — Pipeline, Estimates, Quotes, Contracts, Feedback — and in the ⌘K page search. - `survey.view` — read the scores and comments, and acknowledge an alert. Without it the page reads *"You cannot see client feedback."* `survey.view` is deliberately excluded from the blanket viewer grant: what a client actually thinks of the account is not something an outside collaborator should find in a nav bar. - `survey.manage` — configure triggers, cadence and alert thresholds. Without it the **Who gets asked** tab is not drawn. The page opens on **Needs a reply** if anything is waiting, and on **Scores** otherwise. A `#scores`, `#alerts` or `#settings` fragment on the URL opens that tab, once, on first load. ## How to use it ### Read the scores 1. Open the **Scores** tab. The picker beside *What they said* switches between **Satisfaction (CSAT)** and **Recommendation (NPS)**. The two are never averaged together — the mean of a 1–5 and a 0–10 renders fine and means nothing. 2. The first tile is the headline: a CSAT mean out of 5, or an NPS. 3. The second tile is the **Response rate** — how many were asked and how many answered. 4. The third is **How the answers split**: the 5-to-1 distribution for CSAT, or promoters / passives / detractors for NPS. A 4.0 made of all-4s and a 4.0 made of half-5s and half-3s are two different services, and the mean hides that. 5. Underneath, every comment with its score, who left it and how long ago. An anonymous response says **Anonymous** rather than showing a blank name. 6. The range is the last 180 days. ### Work the alert inbox 1. Open **Needs a reply**. Each row is a score at or below the threshold, with the comment attached and the client named. 2. Press **Client** to open that client's record. 3. Press **I have this** to acknowledge it. The row leaves the inbox. 4. If somebody acknowledged it first, you are told so — theirs stands. 5. A response with no comment reads *"They scored it and left no comment."* It still matters; that is the one worth a call. Acknowledging needs `survey.view`, not `survey.manage` — owning a bad score is the account owner's job, while deciding who gets surveyed at all is a different authority. ### Decide who gets asked 1. Open **Who gets asked** and pick the instrument. 2. Each trigger has its own row: **When a support ticket is resolved**, **When a milestone completes**, **When a project completes**, **On a schedule**. NPS does not offer the ticket trigger at all — it asks about the firm overall, and firing it on every closed ticket both misreads it and spends the once-a-quarter budget on a password reset. 3. Tick **Ask this** to enable the trigger. 4. **Wait (hours)** is how long after the event the invitation is queued — 0 to 720. 5. **Not again for (days)** is the fatigue cap for that person. CSAT cannot go below **7 days**, NPS below **90**. 6. **Alert at or below** is the score that lands in the inbox. It must sit on the instrument's own scale — 1 to 5 for CSAT, 0 to 10 for NPS. Leave it blank for no alerts. 7. **Answers are anonymous** is offered for NPS only. CSAT is about one ticket and the ticket knows who raised it, so an anonymous CSAT would be a promise that cannot be kept. 8. **Save**. The button is disabled until something changes, and the reason a value is refused is shown underneath before the request is sent. ## What it affects - **What clients receive.** An enabled trigger queues an invitation for the client contact after the wait, and the scheduled sender emails it. The score buttons are in the email itself — clicking one records the score immediately and only then offers a comment box. - **Fatigue caps are enforced at the point of asking,** not at the point of configuring. A contact asked inside the window is skipped, and a second invitation of the same kind that is queued but not yet sent blocks a third — otherwise a ticket resolved, reopened and resolved again stacks three emails that all arrive at once. - **The notification bell.** A score at or below the threshold notifies the client's account owner, or every admin if the client has no owner, with the comment quoted and a link to the client. - **Support tickets.** Resolving a ticket is one of the events that can schedule a CSAT, if that trigger is enabled. - **Nothing here changes a client record.** The page reads scores and writes survey configuration. ## On mobile The **Feedback** screen in the Expo app carries the same three tabs. The alert inbox is the reason it is worth a phone: a CSAT of 1 with a comment attached is a call somebody owes the client today, and **I have this** is one tap from a notification. The settings tab writes on mobile too — four numbers and two switches, each refused before a request is sent. The alternative is a firm that leaves surveys off because the decision to turn them on was only available at a desk. ## Limits and gotchas > [!NOTE] > An NPS built on fewer than **10 responses** is withheld rather than annotated. > The tile shows a dash and says how many more are needed. A caveat beside a big > number gets screenshotted without the caveat. - **A rising score with a falling response rate is not a win.** When fewer than a quarter of invitations are answered — and at least five were sent — the page says so: the unhappy clients stop replying first, so the mean rises precisely because the people who would have dragged it down have given up. - **7 and 8 are passives, not mild promoters.** Getting the NPS bands wrong inflates the number by roughly the passive share, which is usually the largest band. - An invitation expires **30 days** after it is created — long enough that a holiday does not lose the response, short enough that a year-old mailbox cannot vote. - An invitation to a contact who has since been removed or deactivated is abandoned rather than retried forever. - A threshold of 0 on a 1–5 instrument is accepted by the server and can never fire, so the form refuses it: a switch that is on and does nothing is worse than one that will not be set. - Only company-wide rules are edited here. A per-client override is a setting on the client, not a second list on this page. - An alert whose subject — the ticket, milestone or project — has since been deleted keeps its row and loses only its link. The client still said it. ## Related - [Clients](/docs/workspace/clients) — where an alert sends you, and where the account owner is set. - [Support](/docs/workspace/support) — resolving a ticket is the commonest CSAT trigger. - [Portfolio](/docs/workspace/portfolio) — the delivery view of the same accounts. - [Notifications](/docs/features/notifications) — how a low score reaches somebody. ## Related - [Clients](https://projectri.com/docs/workspace/clients.md): The account record for every client and prospect — contacts, projects, contracts, meetings, portal logins and an activity trail, one client at a time. - [Support](https://projectri.com/docs/workspace/support.md): The internal ticket queue — raise, triage, reply to and resolve support tickets, with SLA state, escalations, work orders and a route into the knowledge base. - [Portfolio](https://projectri.com/docs/workspace/portfolio.md): Every project on one timeline, in swimlanes by client or department, with milestones, active sprints and what is running late. - [Notifications](https://projectri.com/docs/features/notifications.md): What Projectri tells you about, on which of the five channels, what you can turn off, and the difference between a channel and a subscription.