Choose a moment and a specific question
Decide what you want to learn before designing the survey. A short follow-up after a project may ask about communication and the handover; a service review may focus on whether the answer resolved the problem. Use neutral wording and provide a sensible way to say that a question does not apply. Keep the request proportionate so customers understand why their time is being asked for.
Plan what happens after a response
Assign someone to review themes and follow up where appropriate. A low score without context can be misleading, so consider comments, response rates and the type of interaction alongside the number. Explain how feedback will be used and avoid collecting sensitive information that is unnecessary for the purpose. If survey delivery is automated, check timing and frequency so one customer does not receive several overlapping requests.