Customer satisfaction, NPS and feedback programmes · Sales
Ask customers how it is going before they tell you by leaving.
A hospital sends one satisfaction form at discharge and calls it done, missing every patient who kept coming back after that first stay. A single annual survey with a low response rate tells you little about how satisfaction is actually trending.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
Customer satisfaction, NPS and feedback programmes are the systematic collection of customer sentiment through surveys, net promoter score and other structured feedback, run consistently rather than occasionally. GullySales sets up the surveys, the timing and the process for actually acting on what comes back.
This service builds a proper feedback programme: the right survey for the right moment, sent consistently, and a process for closing the loop with customers who respond. Feedback becomes a genuine listening mechanism, not a box-ticking exercise nobody reads the results of.
The problem
Does this sound like your business?
What owners tell us on the first call, in their words.
“Feedback is collected once a year, if at all”
A single annual survey, often with a low response rate, is treated as the full picture of customer sentiment for the entire year.
“Survey results are collected and never reviewed”
Responses sit in a spreadsheet or a tool's dashboard, and nobody has a regular process for reading them, let alone acting on them.
“Nobody follows up with a dissatisfied respondent”
A customer leaves a poor score with a specific complaint, and nobody from the business ever actually reaches out to address it directly.
What we do
Everything that is included.
Each deliverable, and what it gets you. Nothing here is an extra.
Survey design and timing
The right survey, transactional, relationship NPS or satisfaction check, sent at the moments that actually reveal something useful.
Response rate improvement
Survey design and timing adjusted to improve genuinely low response rates, rather than accepting them as inevitable.
Sentiment trend tracking
Scores tracked over time, so satisfaction can be seen trending up or down, not judged from a single snapshot.
Closed-loop follow-up
A defined process for reaching out to dissatisfied respondents directly, turning feedback into an actual conversation.
Regular review and reporting
Feedback reviewed on a set cycle, with findings reported in plain terms to whoever can act on them.
How the result is measured
- Survey response rate
- NPS or satisfaction score trend
- Closed-loop follow-up completion
- Detractors converted to neutral or promoter
Recorded as a baseline before work starts, so every later report has an honest comparison.
Who it is for
This is written for you if these sound familiar.
- A bank branch that only hears from a customer when something has gone wrong enough to complain
- Companies running an NPS or satisfaction survey that nobody actually reviews or acts on
- Businesses wanting to track satisfaction trends over time rather than a single snapshot
- Companies that have never closed the loop with a customer who left critical feedback
Not for
It is not the right fit if.
- You need deeper, qualitative research into customer needs and perceptions. That is customer research and voice of customer
- You already run a well-functioning, regularly reviewed feedback programme
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
The numbers this work is meant to move, such as enquiries, quotations, orders, visits or renewals, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is a reply, a follow-up, a page, a listing or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the work runs
- 1
Review current feedback practice
A look at any existing surveys, their response rates and whether results are ever actually reviewed.
- 2
Design the programme
Survey types and timing set to capture meaningful, ongoing sentiment rather than an annual snapshot.
- 3
Run and close the loop
Surveys sent on schedule, with dissatisfied respondents followed up directly rather than left unanswered.
- 4
Review and report
Trends reviewed regularly and reported clearly, with findings feeding into other retention and service work.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Engagement options
Ways to work with us.
Pick the size of commitment that fits. Every option starts with your brief and a conversation.
Option 1
The conversation on its own
A call after you send your brief. It says honestly whether you need outside help, and many fixes are ones your own team can make.
Option 2
One fix, scoped
Start with the fix that matters most, such as reply time or follow-up. The fee is in writing before anything starts.
Option 3
An ongoing programme
We run the work, report against the baseline, and you renew on the numbers. The term and the reporting are agreed in writing first.
Option 4
Guidance for your own team or agency
We plan, brief and check the work of your in-house team or current agency, instead of replacing them.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
What is a good survey response rate to aim for?
Is NPS the right metric for every business?
What happens when a customer leaves a low score?
How often should we survey customers?
How much does it cost?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
What if we are not happy with the work?
By industry
Customer satisfaction, NPS and feedback programmes, written for your industry.
Related services
Often bought with this, or instead of it.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.