Know how customers feel. Watch it improve.
Track customer happiness by agent, team and channel over time. Ask after every contact by voice, SMS or email, and see exactly where satisfaction is rising, slipping or simply worth celebrating.
Ask while it is fresh, keep what you learn.
Feedback is only useful when it arrives soon after the contact and stays attached to the people and channels behind it.
- 1
The contact ends
A call, chat or message wraps up, and the moment to ask how it went is right now, while the experience is fresh.
- 2
The survey goes out
Customers are asked for feedback by voice, SMS or email, whichever suits the way they got in touch.
- 3
Answers are tied to the contact
Each score is attached to the agent, the team and the channel that handled it, so nothing floats free of context.
- 4
The trend builds
Scores are kept over time, so you see direction and not just a single snapshot of a good or bad week.
One for the moment, one for the relationship.
“How satisfied were you with this contact?”
Customer satisfaction measures a single interaction. It tells you how that one call or chat went, which makes it the score to watch for agents and day-to-day service.
Read it per contact, per agent and per day.
“How likely are you to recommend us?”
Net Promoter Score measures the wider relationship. Customers answer on a scale, and the result shows whether they are promoters, passive or detractors of your business.
Read it per team, per channel and per quarter.
The same score, three useful views.
An average hides the story. Switch between agents, teams and channels to see who is doing well, where support would help and which channel needs attention.
- Celebrate the agents customers love
- Find the team that needs a hand
- Compare voice, chat, SMS and email side by side
- Maya94%Consistently high
- Diego88%
- Priya81%Worth a conversation
- Sam91%
Illustrative CSAT, not measured data.
See what a change really did.
A dip in March, a recovery by May. With scores kept over time, you can connect a result to the thing that caused it, whether that was a new script, a staffing gap or a coaching push.
Historical reports can be shaped to your needs and sent to your BI tools, so happiness sits alongside the rest of the numbers you already review.
A score is only useful if someone acts on it.
Coach with customer evidence
A low score for one agent or skill points to where support will help most. Pair it with quality scores and the coaching plan writes itself.
See AI coachingSpot a struggling channel early
When email slips while chat climbs, the channel view shows it. You can then rebalance work or fix what is slowing replies, before customers drift away.
See OmnichannelKeep staffing honest
Happiness often falls when queues are stretched. Comparing scores with coverage shows whether a dip is a people problem or a planning one.
See Workforce PlanningCustomers heard, service improved.
Feedback with context
Every score is tied to an agent, a team and a channel, so you know where to look.
Direction, not snapshots
Trends over time show whether changes are working, long before an annual review.
Recognition that is earned
Customer praise is visible, so great service gets noticed and not just counted.
AI Interaction Analytics
The product this feature belongs to. Related: Auto QA & Coaching and AI quality scoring.