Client Feedback and Google Reviews After Every Engagement
Ask every client how the engagement landed with a short rating in their portal, or send them to your Google reviews instead, after their first engagement or after every one.
Most testing firms find out how an engagement landed when the client renews, or does not. Asking at the moment the report arrives costs the client a minute and tells you what you need to know while there is still time to act on it. It also builds the reviews a prospective client reads before they ever speak to you.
What the client is asked
Once a report is delivered, the client’s dashboard asks for their view of it, with Leave Feedback beside each delivered engagement they have not rated. The form is short: an overall rating, how communication went throughout, whether they would recommend you, and comments in their own words, which they can let you quote as a testimonial.
Everything they send is kept in your own database and listed on the Feedback page, so you can see how every engagement landed, and spot the one that did not. The prompt sits on their dashboard beside everything else your clients see.
Or your Google reviews instead
Settings, Feedback decides what the client is asked:
| Feedback collection mode | |
|---|---|
| Built-in Feedback Only | Every delivered engagement asks for the portal’s own rating and testimonial. |
| Google Review First, Then Built-in | A client’s first delivered engagement asks for a Google review; every engagement after it uses your own form. |
| Google Review Always | Every delivered engagement sends the client to your Google review page. |
The Google modes need only your review link, from your Google Business Profile. Test this link opens it to check, and Where do I find this? shows where Google keeps it. A Google Places API key is optional: add one and the reviews are read back into your Feedback page too, with the key stored encrypted in your own database and never given to Pental.
The Feedback module can be switched off under Settings, Feature Modules, for a firm that collects feedback elsewhere. The prompt then leaves the client’s dashboard.
For what happens on the client’s side after the report, see what happens after a penetration test.
Ask for Feedback Your Way
Choose the built-in form or your Google reviews under Settings, Feedback on the trial.
Also Worth Reading
What Your Clients Actually See in the Portal
The client portal shows a client their own engagements, the findings you release, the documents you deliver and the checklists you share, and nothing else. What is on each screen, and what controls it.
WorkflowImporting Scanner Output as Findings
Bring a Nessus, Burp, OpenVAS, Qualys, Nmap or SARIF export into a phase of an engagement as findings: one for each issue with every host listed, in your library’s wording where it has the issue, and nothing written until you have seen it.
WorkflowChecklists and Runbooks for Every Phase of a Pentest
A library with one checklist for each kind of phase, suggested on matching phases, ticked by your testers, shown to the client if you choose, and moved in and out as Excel, Word or JSON.
Setup guide
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