Picture this: a client begins to fill out a feedback survey. Maybe they’ve just wrapped up a project with your firm. They open the survey email, click the link, and start typing. The first few questions show promise—perhaps even a thoughtful critique that hints at an underlying concern. But then… radio silence. They never hit “submit.”
You're left staring at a half-filled response, knowing something’s there but not having permission to follow up directly. It's like being ghosted mid-conversation—awkward, uncertain, and full of “what-ifs.”
So what now? Do you reach out and risk overstepping? Or let the moment pass, hoping for another chance to reconnect?
Why Partial Feedback Is a Big Deal
At Client Savvy, we see this scenario more often than you might think. Traditional feedback platforms often discard partial responses, only logging data once the “submit” button is clicked. That’s a lot of insight going straight to the void.
Our innovative CX platform, Client Feedback Tool, works differently. It captures real-time input, even if the survey is never finalized. This allows you to spot red flags early, act on emerging issues, and potentially turn a risky situation into a relationship-strengthening opportunity.
Partial feedback isn’t just background noise—it’s a signal waiting to be understood. The key is learning how to tune in. What might seem like a missed opportunity can become a powerful moment to engage, rebuild trust, and deepen relationships.
The Dilemma: To Acknowledge or Not Acknowledge
When a client offers incomplete feedback, you’re caught in a gray area. It’s a bit like overhearing a private conversation. You weren’t exactly invited in—but now that you’ve heard it, what do you do?
There’s no one-size-fits-all answer, but there are thoughtful strategies. Let’s walk through three smart ways to respond:
1. Acknowledge the Partial Feedback
This is the most transparent path. You reach out to the client—let’s call him Jim—and let him know you noticed he started to complete the survey. You gently ask if he’d be open to sharing more of his thoughts.
What that might sound like:
“Hi Jim, I noticed you began the feedback survey but didn’t get a chance to finish. Your input is incredibly valuable to us, and if you’re open to it, I’d love to hear the rest of your thoughts.”
✅ Pros:
- Shows attentiveness and genuine care.
- Builds credibility by demonstrating you’re engaged and responsive.
- Some clients may be flattered that their partial thoughts sparked your interest.
⚠️ Cons:
- Can feel intrusive if the client believed their unfinished response was private or retractable.
- Risks putting someone on the defensive.
Pro Tip: Before going this route, check with a colleague who knows the client well. Are they receptive to direct communication? Or are they more reserved, needing a lighter touch?
2. Play It Coy: Reach Out Without Mentioning the Feedback
If you’re concerned about crossing a line, you can take a subtler approach. Instead of referencing the partial feedback directly, initiate a separate conversation around the project or experience. This gives the client space to bring up their thoughts if they choose.
Example outreach:
“Hi Jim, just checking in about your experience with the Fort Wayne Garages project. We’re always looking for ways to improve and would love to hear your perspective.”
✅ Pros:
- Respects the client's agency.
- Keeps the door open for honest feedback without pressure.
- Works well for conflict-averse personalities who need gentle nudges.
⚠️ Cons:
- If the client suspects you did see the feedback, this might come across as manipulative.
- The issue may never resurface, leaving root problems unaddressed.
3. Draw Out the Concern Gently
Sometimes, it’s clear that something is bothering the client—they started to say it, after all. In this case, you can frame the conversation in a way that surfaces the concern organically.
For example, if you suspect the client was unhappy about budget overruns:
“Jim, I know we originally proposed $7.78 million, and the final cost ended up being a bit higher. I imagine that might’ve been frustrating. How did that impact you?”
Once they open up, offer proactive solutions:
“Would it help to do a pre-proposal discovery phase next time? We could refine the scope and budget with more precision upfront.”
✅ Pros:
- Shows empathy, maturity, and a genuine desire to improve.
- Helps the client feel seen and heard—even if they didn’t “submit” their concerns.
⚠️ Cons:
- Requires finesse. Too forceful, and you’ll shut down the conversation. Too vague, and you’ll miss the issue entirely.
Pro Tip: Practice active listening. Don’t rush to solutions—sit with the discomfort a bit. Let the client lead you toward what matters most to them.
When To Do Nothing
Yes, this is a valid option too. Sometimes, silence is the message. If your gut—and your team—tells you the relationship can recover without direct engagement, it might be wise to wait for a better time. Focus on delivering great results moving forward, and trust that another feedback opportunity will come.
Wrapping It Up: Silence Into Strategy
The next time a client ghost-surveys you, take a breath. It’s not the end of the relationship—it might just be the beginning of a deeper one.
Use partial feedback as a cue, not a verdict. Decide how to respond based on what you know about the client, the project, and the broader relationship dynamics.
Whether you choose to:
- Engage directly,
- Start a new conversation more discreetly, or
- Draw out their thoughts with care and curiosity,
…your north star should always be the same: build trust, deepen understanding, and improve how you serve.
Need help navigating tricky client situations like this one?
At Client Savvy, we specialize in designing feedback programs that turn silence into signals—and signals into stronger client relationships.
Let’s chat. answers@clientsavvy.com | 866.433.7322
