A feedback collection bot: raising service quality
Feedback collected manually by phone reaches a handful of customers. A bot that asks with a short message at the right moment gets several times more responses.
When to ask
1–3 hours after delivery, or right after a visit to a specialist, while the impression is still fresh. A request a week later is almost always ignored because the details are forgotten.
Do not ask right after payment: the customer has not received the service yet and cannot judge the outcome, only the purchase process.
Keeping the form short
A single star or 1–5 rating plus an optional text field is the most you should ask for upfront. A ten-question survey gets completed by a tiny fraction of users.
If the rating is low, ask one follow-up: what went wrong. If it is high, thank them immediately and, optionally, invite a public review on a map or review site.
Handling negative feedback
A low rating should go to the responsible manager instantly, not just sit as a number in a report. A fast response to dissatisfaction often saves the customer and turns a complaint into loyalty.
Do not hide negative ratings from your reporting — they show exactly where service is actually failing, unlike averaged figures.
Cost
A feedback bot forwarding ratings to a chat: 2M–3.5M UZS. With analytics by time and service category and automatic escalation of negative ratings: 4M–6.5M UZS.