Catch insight before it burns your reputation.
Torchlight Report provides independent, phone-based client feedback for restoration companies — identifying trust issues at key points during the job, before they turn into bad reviews, lost referrals, or reputation damage.
Most reputation damage doesn’t come from angry clients.
In restoration, the biggest risks are often the ones you never hear about.
Clients say everything is fine. Crews move on. Then a bad review shows up — or referrals quietly stop.
Surveys and automated tools rarely surface real concerns. Clients don’t want to complain, and they don’t trust forms to lead to change.
By the time issues are visible, the opportunity to fix them is usually gone.
Only 1 in 26 unhappy customers complain directly
1 of
0
The Reality of the Restoration Market
The Reality of the Restoration Market
96% of unhappy customers won’t tell you, but will tell others
0
%
People tell an average of 9–15 others about a bad experience
9-
0
91% of homeowners read reviews before they ever call a contractor
0
%
This isn’t just software. It’s early insight.
- Independent third-party outreach clients trust
- Phone conversations, not automated surveys
- Strategic check-ins during the job
- Built specifically for restoration companies
It’s like insurance for your reputation.
- Earlier detection of trust issues
- Fewer surprise bad reviews
- Stronger accountability across teams
- Better decisions with less guesswork
- Reputation protection you can act on
Torchlight listens when clients won’t speak up.
Torchlight Report acts as an independent third party that speaks directly with your clients by phone at strategic points throughout the job — not just after it’s finished.
Because Torchlight is independent, clients are more honest. That honesty gives ownership visibility they normally don’t get.
Conversations are structured to highlight early signs of risk, not just collect feedback.
How Torchlight Catches Problems Before They Cost You
We contact clients at the moments that matter most
Honest feedback you won’t hear internally
Trust gaps and patterns surface early
You get insight while there’s still time to act
Built by people who understand restoration.
Torchlight Report was created by professionals with direct experience in restoration leadership and over a decade of work in client and employee experience management. We understand the pressures restoration owners face — tight timelines, emotional clients, and the cost of issues that surface too late. Our role is simple: provide honest, independent insight so owners can protect trust and lead with clarity.
Frequently Asked Questions
Everything you need to know about protecting your reputation and scaling your restoration company.
Torchlight is the CX Intelligence Platform for Restoration.
We capture real feedback from your current clients at critical stages of the job and turn it into structured insight you can use to protect your reputation, coach your team, and grow with confidence.
Homeowners tell third parties the truth they’ll never tell you directly.
Our calls are unbiased, human, and restoration-specific—meaning you get honest feedback without the awkwardness or pressure clients feel talking to the company itself.
No. It’s not another system for you to learn or another login for your team.
Torchlight is a done-for-you program—we handle the calls, the insight, and the reporting.
No. You’ll have a survey quota each month based on your tier. We contact a randomized sample unless you designate certain jobs as Priority.
We never duplicate surveys on the same job.
No.
We’ve done phone surveys for over a decade.
Calls last only a few minutes, and we have built-in systems to prevent over-contacting.
If we can’t reach them after multiple attempts, we notify your team so you can resend your client letter or update the contact info.
Yes.
We clearly explain who we are and why we’re calling at the start of every call.
No.
The survey is framed as a proactive measure to ensure the project goes smoothly and to improve the experience.
The only bad feedback is the feedback you don’t hear.
A low score is simply an opportunity to fix something before it becomes a review.
Use them to fuel action.
Every negative insight is a chance to turn a client into an advocate.
Let’s talk it through.
The best way to determine the right plan is a short conversation.
We’ll walk through how Torchlight works and what level of coverage makes sense for your operation.
