Adair HomesDiscussion draft · Prepared by Betcher Consulting Group

01 · A better way to listen and follow up

Customer Feedback That Moves the Journey Forward

A proposed survey and review program for Adair Homes

  1. 1Understand the customer’s experience.
  2. 2Identify what they need next.
  3. 3Turn feedback into timely follow-up.

Recommendation

Start with one branch and two short surveys. Learn from the results before expanding.

Try the survey

02Ask at meaningful moments

Four milestones where feedback can help

  1. Milestone 1

    Appointment completed

  2. Milestone 2

    Property evaluation completed

  3. Milestone 3

    Order ratified

  4. Milestone 4

    Home closed / handover

Private feedback

Understand the experience and identify support needs.

Starting gap: at least 30 days between private surveys.

Public reviews

Invite customers to share their honest experience.

Starting gap: at least 60 days between public review requests.

Each milestone is a potential opportunity, not a commitment to send both requests every time. The 30 and 60 day gaps are starting recommendations for discussion. They are not approved settings or HubSpot defaults.

03The customer experience

What the customer sees

A short, friendly email after the appointment, followed by a five-question survey. Proposed copy for discussion. Not configured as a live survey.

Step 1. The email

FromAdair HomesTo[Customer first name]SubjectHow was your appointment with Adair Homes?

Hi [First name],

Thank you for meeting with our team. Would you take two minutes to tell us how your appointment went and what would help you next?

Thank you,
The Adair Homes Team

Select the button to open the survey. Nothing is sent or saved.

Step 2. After submission

Five short questions, one at a time. The customer’s thank-you message appears here after submitting.

Step 1. The email

FromAdair HomesTo[Customer first name]SubjectHow was your appointment with Adair Homes?

Hi [First name],

Thank you for meeting with our team. Would you take two minutes to tell us how your appointment went and what would help you next?

Share your feedback

Thank you,
The Adair Homes Team

Step 2. The survey, questions 1 to 2

Your appointment feedbackIllustrative survey demo
1. Overall, how satisfied were you with your appointment?
2. How clear are the next steps in your homebuilding journey?

Step 2 continued. Questions 3 to 5

Your appointment feedbackIllustrative survey demo
3. What would be most helpful right now?

4. Is there anything you would like us to know? (Optional)

Share any comments here
5. Would you like someone from our team to contact you?
Submit feedback

Step 3. After submission

Your appointment feedbackIllustrative survey demo

Thank you

Thank you for sharing your feedback. Your responses will help our team understand your experience and what would be useful next.

04From feedback to follow-up

Every answer has a next step

  • When the customer says

    Low satisfaction or unclear next steps

    Then: The assigned owner receives a follow-up task.

  • When the customer says

    Wants help scheduling a property evaluation

    Then: The owner follows up if one is not already booked.

  • When the customer says

    Requests contact

    Then: The owner receives a next-business-day follow-up task.

Illustrative example
Task: Follow up on appointment feedback
Purpose
Customer reported unclear next steps and asked to be contacted.
Assigned to
Customer’s assigned owner (branch manager if unassigned)
Due
Next business day

Try the survey demo above to see how answers change the proposed task. When several answers trigger follow-up, the owner receives one coordinated task, not duplicates.

05Ask for reviews without repeated chasing

Ask at milestones. Stop after completion.

Invite at an eligible milestone. Stop asking once that platform’s review is confirmed or the customer tells us they have completed it.

  • If the review remains incomplete, another request may occur at a later eligible milestone, once the proposed frequency limit is met.
  • A link click shows interest, not a completed review.
  • Customer-reported completion stops reminders but stays separate from verified completion in reporting.
  • Completion on Google stops future Google requests.
  • A different platform may be considered later, subject to the shared frequency limit.
  • A global review opt-out stops all review requests.
  • Review eligibility never depends on the survey score or whether the customer answered the survey.

Review status, tracked per platform

Statuses describe what we know. They are not mandatory sequential steps.

StatusWhat it means
Not requestedNo review invitation has been sent for this platform.
RequestedOne invitation was sent at an eligible milestone.
ClickedThe customer opened the review link. This shows interest, not a completed review.
Customer-reported completedThe customer told us they posted a review. Reminders stop. Reported separately from verified.
Verified completedStaff confirmed the review is posted. Future requests for that platform stop.

06Recommended pilot

Start small, then learn

Proposed pilot

Proposal
  • One branch
  • Post-appointment feedback survey
  • Stalled-next-step survey for customers who attended an appointment but have not scheduled a property evaluation
  • A named follow-up owner
  • Manual review verification initially
  • Review of pilot results after 30 days

Decisions for this meeting

Timing and frequency limits shown are proposals.

  1. 1Which branch should pilot?
  2. 2Who owns follow-up?
  3. 3Are the suggested timing and frequency limits appropriate?
  4. 4Which public review platform should come first?
  5. 5What HubSpot survey capabilities are available in Adair’s account?

How we will measure success

Response rate and satisfaction by milestone and branch; reasons customers stall; follow-up completion; and review invitations, clicks, customer-reported reviews and verified reviews as separate measures.

Appendix

Supporting detail

A. Existing survey types and suggested purposes

The existing Typeform questions were not accessible during this review. These recommendations are based on each survey’s stated purpose.

SurveySuggested purpose
Post AppointmentUse the demonstrated survey. Measure experience and clarity, and offer a useful next action.
30-Day Post AppointmentSend only when the next milestone has not occurred. Ask what changed, the main obstacle and the preferred next step.
NurtureAsk about timing and what information is useful now. Offer a pause or reduced contact frequency.
Non-Responsive LeadOne primary question: continue planning, reconnect later or stop outreach. Do not assume dissatisfaction.
Responsive Lead, No AppointmentAsk what is preventing a visit: timing, location, readiness, budget or unanswered questions. Offer scheduling help.
Appointment Canceled or No ShowUse neutral wording: would you like to reschedule? Make the reason optional. Exclude contacts already rebooked from this recovery survey.
Attended, No Property EvaluationAsk about land readiness and the main barrier to an evaluation. Exclude contacts with an evaluation already scheduled from this survey.
B. Workflow and suppression rules
  • Route unassigned responses to a designated branch manager.
  • Treat a request for a property evaluation as a request for help, not a confirmed booking.
  • Recheck the customer’s current stage immediately before any send.
  • Keep at least 30 days between private surveys and 60 days between review requests (proposed).
  • Already rebooked: exclude from the canceled/no-show recovery survey.
  • Evaluation already scheduled: exclude from the no-evaluation-scheduled survey.
  • These exclusions apply to those specific surveys, not to every feedback survey.
  • Keep the milestone, response date, branch and customer context. Retain response history instead of overwriting it.
  • Respect valid send permissions and the global review opt-out.
C. HubSpot subscription and seat requirements
  • Native custom surveys require Service Hub Professional or Enterprise, and an assigned Service Hub seat for survey creation.
  • Confirm Adair’s subscription, permissions and workflow options before building.
  • If custom surveys are unavailable, assess keeping Typeform with mapped responses, or using HubSpot forms.
  • Validate with a test contact before enabling any customer sends.
D. Sources and assumptions
  • Supplied July 2026 review campaign, pages 1 to 5.
  • HubSpot Knowledge Base, “Create a custom survey.”
  • Google Maps, “Prohibited and restricted content” (selective review solicitation).
  • Seven Typeform links were attempted, but their questions could not be retrieved. Recommendations are proposed replacements, not a question-by-question audit.
  • Nothing described here has been built, connected, verified or activated in HubSpot.