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Account manager feedback template

Learn how clients see the person they talk to most

Three questions to send twice a year: how the account manager does on responsiveness, understanding the business, honesty when things slip and new ideas, a recommendation score and what clients want more of. Usertick reads every written answer.

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What this account manager survey tells you

An account manager feedback survey asks clients about the person who holds the relationship, which a project survey rarely separates out. This template asks three questions in about a minute: a grid on responsiveness, understanding of the business, honesty when things slip and new ideas, a 0 to 10 recommendation score, and what clients would like more of.

It is written for an email twice a year, set away from project deadlines so the answer is about the person. Usertick can send it to each client contact, with a button that opens the survey, or you can paste its link into an email from a senior person at your agency, so the request doesn't come from the person being reviewed.

Each written answer is read as it arrives and filed under a category such as team and people or communication, with a type and an urgency, and each response gets a customer risk reading. Results draws the grid as a heat map with row averages and shows the recommendation score with its detractors, passives and promoters, compared with the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
About a minute
Written for
Email to client contacts, twice a year, away from deadlines
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, and a button in the email opens the survey on its own page. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Matrix · Optional

How would you rate your account manager on the following?

Why ask it
The four rows cover what separates a strong account manager from a busy one, including honesty when things slip, which is hard to raise face to face.
What you learn
A heat map with one row per item and the average for each row, so a manager strong on Responsiveness and weaker on Bringing new ideas has a clear coaching point.
Make it yours
Use one survey per account manager if you want to compare them, since Results doesn't split answers by link tag.
Question 2 of 3 · NPS

How likely are you to recommend working with your account manager?

Why ask it
A recommendation score aimed at the person tells you whether the relationship itself is an asset, apart from any single project.
What you learn
The NPS score, promoters at 9 to 10 minus detractors at 0 to 6, with a bar of detractors, passives and promoters and a score line over time across review periods.
Make it yours
Talk to every detractor yourself, as the account manager's lead, within two weeks of the answer.
Question 3 of 3 · Text · Optional

What would you like them to do more of?

Why ask it
Asking what to do more of keeps the answer constructive and gives the account manager something specific to act on.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as an idea, praise or a complaint, and flags the urgent ones, in any language.
Make it yours
Go through the themes with the account manager in their next one-on-one, together with the grid.

What the answers show

Results turns each question into numbers you can follow week by week.

How likely are you to recommend working with your account manager?

Your NPS from promoters and detractors, compared with the period before and split by device.

How would you rate your account manager on the following?

Each row's answers side by side, so the part that needs work stands out.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Account manager review in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send it from a senior person

    Paste the link into an email from the agency lead and keep the account manager off the message, so clients can speak freely.

  2. 02

    Keep the timing steady

    Send it at the same two points each year, so each review compares with the one before. Schedule each send by hand, since Usertick has no recurring sends.

  3. 03

    Review the answers together

    Go through the grid and the written answers with the account manager, and agree on one change for the next six months.

  4. 04

    Watch the risk reading

    Usertick gives each response a customer risk reading. Call any client whose response reads as at risk before the next renewal talk.

Churn surveysClient feedback surveysEmail surveysFreelancers and partners questions

More retention templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
RetentionMonthly client check-inA quick monthly read on how the relationship feels and what the client needs more of. Send it a few days before your monthly call.
RetentionWeekly statusA one-minute weekly check on how the client feels about the project and what's blocking them. Send it every Friday.
RetentionRetainer renewalBefore a retainer renews, learn how the client values it and what they'd change. Send it six weeks before renewal.
RetentionExit intentAsk visitors why they're leaving, and find what stops them from signing up or buying. Show it on exit intent, on your key pages only and to first-time visitors.

Questions from the library

Browse the question library
  1. Rate working with us on eachMatrix · Freelancers and partners
  2. Was the brief clear enough to start?Yes / No · Freelancers and partners
  3. How many days did payment take?Ruler · Freelancers and partners
  4. How easy was it to get started with us?Customer effort · Client onboarding
  5. Rate each part of getting startedMatrix · Client onboarding
  6. Do you know who does what on our side?Yes / No · Client onboarding

Frequently asked questions

Twice a year, set away from launches and renewals. Sent more often, the answers start to track projects instead of the person.

A survey sent through Usertick email ties each answer to the client's contact. For anonymous answers, turn on anonymous responses and share the survey by link or QR code, so no user ID, traits or visitor ID are stored with the answers.

Call the client yourself, as the account manager's lead, and ask what would change their answer. Then agree on a plan with the account manager and check again at the next review.

Yes, once you have read them. Share the grid and the themes, and go through the hardest answers in person.

Yes, with one survey per account manager, since Results doesn't split answers by link tag. Pro includes unlimited surveys and dashboards, so each manager can have both.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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