Customer Survey
Ask at the right moment, and route the answer to someone who can act.
Available now. Request a guided demo with one of our specialists.
Overview
What Customer Survey does
Customer Survey collects feedback where the interaction happened — IVR at the end of a call, email, SMS or a digital conversation — and links every response to the interaction, agent and queue that produced it.
Low scores can open a follow-up task automatically, so negative feedback becomes an action instead of a number on a report.
- Multi-channel distribution
- CSAT, NPS & custom scales
- Closed-loop follow-up
Key Benefits
Why operations adopt it
Feedback with context
Every score is attributable to a specific interaction, agent and queue.
Closed loop by default
Detractor responses raise a follow-up with an owner and a due date.
Quality that agrees with itself
Compare internal quality scores with what the customer actually reported.
Ask in the customer’s language
Surveys are delivered in the language of the interaction, so your response rates reflect what customers think rather than which language the form happened to be written in.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Survey builder
Question types, branching, scales and localisation per audience.
Channel distribution
Post-call IVR, email, SMS and digital conversation delivery.
Sampling rules
Control how often a customer is surveyed to avoid fatigue.
Score frameworks
CSAT, NPS, CES and custom scoring models side by side.
Alerting on detractors
Notify a supervisor the moment a critical response arrives.
Result analytics
Break results down by agent, queue, campaign, channel and period.
Anonymity controls
Decide per survey whether a response is attributable to the customer or collected anonymously — and state that plainly on the form.
Comparable over time
Hold a core question set stable across periods so results stay comparable even when the rest of the survey changes.
Use Cases
Where it is used
Post-call satisfaction
Measure CSAT immediately after the interaction while the experience is fresh.
Client reporting for BPOs
Give each client their own satisfaction results for their own campaigns.
Input for coaching
Bring customer verbatims and scores into the coaching conversation alongside the internal quality evaluation of the same interaction.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Connector for Asterisk-based telephony environments — one of several supported platforms.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Send notifications, replies and reports through your own mail infrastructure.
Outbound notifications and surveys through an SMS provider.
Route WhatsApp Business conversations into the digital queue.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Customer Survey in a working environment.
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