Your Feedback Shapes Our Growth
At ScaleeSEO, every piece of feedback is a building block. Here's how we collect, handle, and act on what you share — so we can deliver better results, every month.
Why This Policy Exists
At ScaleeSEO, we believe that honest feedback — whether it's praise, criticism, or a suggestion — is the fuel behind continuous improvement. This Feedback Policy outlines how we invite, receive, process, and act on feedback from every client, partner, and website visitor we work with.
This policy applies to all services offered by ScaleeSEO, including B2B SEO, SaaS SEO, Local SEO, E-commerce SEO, and Content Writing services. It covers feedback received through any channel — whether you're an active client on a monthly plan, a past client, or a first-time visitor exploring our website.
Our Guiding Principle
We treat your business as our own. That means listening to you isn't optional — it's the core of how we operate. If something isn't working, we want to know. If something is working great, we want to know that too — so we can do more of it.
How to Share Your Feedback
We've made it easy to reach us through the channels you're already comfortable with. Choose whichever works best for you — every message is read by a real person on our team.
Write to us anytime — detailed feedback, documents, or quick notes
consultancy@scaleeseo.comPhone / WhatsApp
Call or message us directly for time-sensitive feedback
+8801999282277Slack / WhatsApp Groups
Pro & Elite clients have direct Slack or WhatsApp access to our team
Available for Pro & Elite plansStrategy Calls
Share feedback live during your scheduled monthly or weekly strategy calls
Scheduled per your planFeedback Forms
We send periodic feedback surveys at key project milestones
Sent at 30, 60 & 90 daysWebsite Contact Page
Use our contact form for general feedback, suggestions, or concerns
scaleeseo.com/contactWhat Kind of Feedback We Welcome
There's no feedback too small or too blunt. We want to hear it all. Here are the main categories, but you're never limited to these — if it's on your mind, it matters to us.
Service Quality
Share thoughts on the quality of content, SEO work, keyword research, backlinks, reporting, or any deliverable you've received from our team.
Communication & Responsiveness
Tell us how we're doing on response times, update frequency, clarity of reports, and overall communication throughout your engagement.
Results & Performance
Let us know if you're satisfied with traffic growth, ranking improvements, lead generation, and the ROI you're experiencing from our SEO work.
Process Improvements
Suggest improvements to our onboarding flow, reporting format, content approval workflow, billing process, or any other operational element.
Positive Experiences
We love hearing what's going well. Positive feedback helps us recognize great work and ensures we keep delivering what you value most.
Complaints & Concerns
If something has gone wrong or you're unhappy with any aspect of our work, please raise it. We take complaints seriously and resolve them with urgency.
How We Handle Your Feedback
Every piece of feedback follows a structured process so nothing slips through the cracks. Here's what happens from the moment you reach out:
Acknowledgment
We confirm receipt of your feedback within one business day. You'll know your voice has been heard and who is responsible for following up.
Categorization & Logging
Your feedback is categorized by type (service quality, communication, billing, etc.) and logged into our internal tracking system for accountability and review.
Review & Assessment
Your assigned account manager and, when needed, our senior SEO strategist will review your feedback to understand the root cause and evaluate the best course of action.
Action & Resolution
We take concrete action — whether it's adjusting a strategy, improving a workflow, correcting an error, or scheduling a call to discuss next steps with you directly.
Follow-Up & Confirmation
We circle back to let you know what changes were made and confirm you're satisfied with the resolution. If not, we continue working until it's right.
When You Can Expect to Hear Back
We hold ourselves accountable to clear response timelines. Here's what to expect based on the nature and urgency of your feedback:
General Feedback
Suggestions, praise, or non-urgent feedback receives acknowledgment within one business day.
Service Concerns
Issues related to quality, deadlines, or deliverables are acknowledged within 12 hours and prioritized for review.
Urgent Complaints
Critical issues — billing errors, service disruptions, or escalations — receive a response within 4 business hours.
Resolution Timelines
While we acknowledge feedback quickly, full resolution timelines depend on the complexity of the issue. Simple fixes may be resolved same-day, while strategic changes could take 5–10 business days. We'll always keep you informed of progress.
How We Protect Your Feedback
Your feedback is treated with the same confidentiality as your business data. Here's how we safeguard the information you share with us:
Internal Access Only
Your feedback is shared only with team members directly involved in your account — your account manager, the senior strategist, and leadership when needed for resolution.
Never Shared Externally
We never share your feedback, concerns, or complaints with third parties, other clients, or external partners without your explicit written consent.
Secure Storage
All feedback records are stored in our secure internal systems with access controls. We retain records for up to 24 months for quality improvement, then they are permanently deleted.
Anonymized for Improvements
When we use feedback patterns to improve our services, all identifying information is removed. Your feedback helps us get better without ever exposing who said it.
Testimonials & Public Feedback
If you'd like to share a testimonial or review publicly, we'll always ask for your explicit permission first and give you full control over what's published. We will never publish or reference any feedback publicly without your prior written approval.
What Happens When Things Go Wrong
We work hard to prevent issues, but when they happen, we want to make things right as fast as possible. Here's our structured escalation process:
First Point of Contact
Your dedicated account manager is your first point of contact for any complaint. Most issues are resolved at this level within 1–3 business days.
Escalated Review
If you're not satisfied with the initial resolution, your concern is escalated to a senior strategist who conducts a deeper review and proposes a revised solution within 3–5 business days.
Leadership Resolution
If the issue remains unresolved, it goes directly to ScaleeSEO's Founder & CEO, Khairuzzaman Sharia, who personally reviews the situation and ensures a fair and final resolution within 5–7 business days.
Our No-Retaliation Promise
Raising a complaint will never negatively affect your service, account standing, or relationship with our team. We encourage transparency and treat every complaint as an opportunity to improve — not as a conflict.
What We Promise You
This policy isn't just words on a page. It reflects how we operate every day. Here are the commitments we hold ourselves to:
We Listen First
Every feedback is read without defensiveness or dismissal
We Respond Fast
Guaranteed acknowledgment within stated timeframes
We Take Action
Feedback leads to real changes — not just empty promises
We Follow Up
We close the loop and confirm you're satisfied with outcomes
We Track Patterns
We review feedback trends quarterly to drive service improvements
We Protect Privacy
Your feedback stays confidential and secure — always
Common Questions About Our Feedback Policy
Have Feedback? We're Listening.
Whether it's a quick suggestion, a detailed concern, or a word of encouragement — your feedback makes ScaleeSEO better for everyone. Reach out today.