Customer satisfaction surveys

What it does

• Satisfaction (“how did we do?”, CSAT), loyalty (“recommend us?”, NPS) and custom surveys
• Tracked survey sends by text
• Easy response reports
• Send a survey to one customer from the composer
• Survey outcome routing — a completed survey triggers automations by score band (review request, recovery task, assignment) and writes answers back onto the contact

Highlights

• Satisfaction (“how did we do?”) and recommend-us surveys, plus custom questions
• Tracked text sends + easy response reports
• Send a survey to one customer from the composer

Why it matters for your business

Find out how customers actually feel by asking two simple questions in the text conversation: “how did we do?” (a satisfaction rating, sometimes called CSAT) and “would you recommend us?” (a loyalty score, sometimes called NPS). Results attach to the contact, so you catch the unhappy customer before they leave a bad review — and spot the happy one worth asking for one.

Questions & answers

What's the difference between surveys and reviews here?

A survey is private feedback you act on internally (“how did we do?”); a review request points a happy customer to your public Google/Yelp/Facebook profile. Both send by text from the same platform.