NPS, CES, and CSAT Surveys

For Customer Experience and Support Teams

Helping customers resolve their issues

Increased our response rate by 40%

“We relied on phone surveys which were time-consuming, manual and the response rate was too low. With SurveySensum, we started sharing surveys on WhatsApp and this increased the response rate by 40%.”

Blandina Siregar
Head of Customer Relations

We reduced our support call cost by 30%

“We've been receiving a lot of support calls lately and most of them were similar. So we started monitoring their feedback and ran Text and Sentiment Analysis on it. It identified the common issues and helped us resolve them completely.”

Flavia Rianie
Customer Experience Manager

Increased our overall NPS by 17 points

“We used to just measure NPS once a year. But with SurveySensum, we started taking NPS/CSAT surveys at different touchpoints across the customer journey, which helped us solve customers' issues in real-time and increased our overall NPS by 17 points.”

Leo Sukarto
Customer Experience Manager

Including the customer voice in every major business decision

“SurveySensum provided us with a tool that allows us to manage the overall customer experience, include the customer's voice into every major decision, and ultimately make the lives of our customers better.”

Harry Hakim
Customer Experience Manager

Track feedback across multi-location business

“Comprehensive Product and Great Support! Especially loved the contact management as it helps trace the feedback across a multi-location business.”

Kym Holmes
Customer Engagement Manager at Evolve Group

Make your feedback actionable in 5 simple steps

1. Choose the right survey
Create the right survey (NPS, CES, and CSAT) with pre-defined templates for the right touchpoint in the customer journey.
2. Choose the right channel
Improve your response rate by meeting the customers where they are.
3. Share the feedback around
Send instant alerts to your team via Slack or email so that they can follow up with the customers when required.
4. Analyse the feedback
Figure out what's bothering your customers and why using insightful reporting and automated dashboards.
5. Take action and Close the loop
Share the insights with the relevant teams to take action on the feedback and communicate it to the customers.

1. Choose the right survey

Create the right survey (NPS, CES, and CSAT) with pre-defined templates for the right touchpoint in the customer journey.

2. Choose the right channel

Improve your response rate by meeting the customers where they are.

3. Share the feedback around

Send instant alerts to your team via Slack or email so that they can follow up with the customers when required.

4. Analyse the feedback

Figure out what's bothering your customers and why using insightful reporting and automated dashboards.

5. Take action and Close the loop

Share the insights with the relevant teams to take action on the feedback and communicate it to the customers.

Pro tip

Where to use which survey?

CES
Customer Effort Score
Whenever a customer makes an effort with you such as after the support call, take this survey to measure the easiness of getting the issues resolved.
NPS
Net Promoter Score
This should not be taken after every interaction. Instead, take it quarterly or annually to gauge customers' loyalty towards the brand.
CSAT
Customers Satisfaction Score
This should be taken after app, product, or website use to understand how satisfied customers are with it.