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Client Experience Tracker
Client name
*
Project address (or project name for non-listing projects)
*
Original shoot date
Client contact date
*
New client?
*
A
Yes
B
No
Photographer (if applicable)
Video editor (if applicable)
Photo editor (if applicable)
Who handled communication?
Stage of issue (at what point did the problem occur)
How did we find out?
Request or issue type (check all that apply)
Missed photo
Photo angles/composition
Photo editing
Video quality
Video editing/pacing/style
Other service issue (3D tour, floor plan, etc.)
Delivery time or delay
Access/lockbox/house not ready
Scheduling
Billing/pricing confusion
Other
Severity
*
Outcome (check all that apply)
*
Simple edit
Advanced edit
Reshoot
Credit added to account
Policy clarification only
Reshoot offered, client declined
Other
Was the client happy in the end?
*
A
Yes
B
No
C
Other
Extra internal time spent
Total hours/minutes spent by the team, including admin/communication time. Rough estimate.
Preventable by us next time?
A
Yes
B
No
C
Unsure
D
Other
Notes, details, and other information
*
What happened, how was it resolved, and how will we prevent it next time?
Submit