Case Study
Customer Feedback Collection & Routing for HVAC Company
ComfortZone HVACPublished May 27, 2026
The Challenge
ComfortZone had no system for collecting customer feedback after service calls. They knew word-of-mouth mattered but had only 12 Google reviews after 3 years in business. When complaints came in, they arrived via random texts and emails with no tracking — the same issues kept recurring because there was no pattern visibility.
The Solution
We set up an automated feedback loop. Two hours after each service call, the customer receives a Typeform survey via text. Positive responses (4–5 stars) get an automatic follow-up asking for a Google review with a direct link. Negative responses (1–3 stars) trigger an immediate Slack alert to the owner with the customer's details for same-day follow-up. All responses log to Google Sheets for monthly trend analysis.
Results
Google reviews
Before
12 total
After
85+ in 6 months
Average rating
Before
3.8 stars
After
4.7 stars
Complaint response time
Before
2–5 days
After
Same day
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