Case Study: How ViewingFeedback Automated Review Collection From Its Own Customers

ViewingFeedback exists to solve a feedback collection problem: after a property viewing, get the buyer or tenant to actually say what they thought, and get that feedback in front of the vendor without the agent chasing anyone down. It's an automation-first product built by a team that thinks about response rates and follow-up timing for a living.

Which made it a little conspicuous that, for a while, their own customer review process was completely manual.

The gap between the product and the process

ViewingFeedback's customers are estate and letting agencies — the kind of business that lives on local reputation and Google reviews. But asking those agencies for a review of ViewingFeedback itself was an occasional task someone remembered to do after a good support call, not a system. There was no trigger, no follow-up, and no tracking of who'd already been asked.

It's a common pattern: a team builds excellent automation for the feedback loop that is their product, and never gets around to applying the same thinking to the much smaller feedback loop of their own customer reviews.

Automating the ask, not just the reminder

ViewingFeedback added Plaudit to trigger a review request off usage milestones rather than the calendar — a branch completing onboarding, or an account passing its renewal date with an active listing volume above a set threshold. The request goes out by email with a direct link to their Google Business listing, with one automatic follow-up if it goes unopened.

The mechanics are the same ones ViewingFeedback already applied to their own product: ask at a moment tied to real value, keep the ask to one click, and follow up once rather than nagging. They just hadn't pointed that thinking at their own review pipeline before automating it.

The result

Review volume on ViewingFeedback's Google listing became something that happened by default rather than by memory — new reviews appear on a rolling basis tied to actual account milestones, instead of arriving in bursts whenever someone on the team remembered to ask. For a company competing on trust with agencies who are themselves being judged on reviews, having a current, active review profile matters as much as the product itself.

The takeaway

If your product automates something for your end users, it's worth checking whether you're doing the equivalent for the much smaller audience of people who actually pay you. The two problems look similar but rarely share tooling — which is usually why the second one stays manual long after the first one didn't have to be.