How customer feedback works

The Reputation System captures customer feedback at two moments and feeds it into your Builder Level and the public ratings on your profile. The article describes how it works.

Two moments

• After the site visit. A short prompt to the customer asking how the visit went, with a rating. Captured even if the customer doesn't end up choosing you.
• After project completion. A more substantial prompt — overall rating, free-text review, and a Project Net Promoter Score (NPS) question.

Why we care about how many customers respond

Public ratings need to be based on enough feedback to be meaningful. A builder rated on three reviews gives a different signal than one rated on thirty. The more customers who respond, the more reliable the ratings — which protects builders from outlier negative reviews and gives prospective customers a more accurate view.

What you can do to help

• Mention the feedback prompt in your wrap-up conversation. Customers respond when they remember the exchange. A quick "you'll get a feedback prompt from Beams in the next day or two — really helpful if you can take a moment with it" usually lands.
• Reference it again at sign-off. The end-of-project feedback is the more substantial one. A natural mention while you're handing over closes the loop.
• Don't try to coach the rating. Asking for feedback is fine; asking for a five-star review specifically isn't. Reviews are more valuable when they're authentic — and customers are sharper than people think.

Related articles

• Reviews — what customers see and how to respond
• The two scores — Lead Responsiveness and Project-Delivery