CSAT and NPS surveys that turn feedback into action

Run CSAT and NPS surveys from the platform your team already uses for email, voice, live chat and WhatsApp. Every response stays linked to the ticket or call behind it, so a low score leads straight to the conversation that caused it.

Explore the demo See how it works

Built around the interaction, not a disconnected survey tool.

Customer service agent wearing a headset

Automatic survey triggers

Instant low-score alerts

CSAT and NPS reporting

Linked to every interaction

Surveys as part of the service workflow, not bolted on.

Email and voiceLive chat and WhatsApp

Responses stored with the ticket or call

Low-score alerts with the completed form

Cloud or on-premise deployment

From completed interaction to informed action

Automate the repetitive steps, keep the context, and give supervisors a direct route from a score to the conversation that produced it.

STEP 1

Trigger

Send a survey automatically when a ticket closes, a call ends or another condition you configure is met.

STEP 2

Capture

Collect a CSAT or NPS rating, with optional follow-up questions or a comment that explains the score.

STEP 3

Connect

The response is stored with the original ticket or call log, so the full history is one click away.

STEP 4

Act

Alert a supervisor, recover the customer, coach the agent and feed the result into live reporting.

CSAT and NPS: measure the interaction and the relationship

CSAT tells you how a specific interaction landed. NPS tells you how customers feel about you overall. They answer different questions, so track them separately rather than treating one as a stand-in for the other.

Customer Satisfaction Score (CSAT)

Ask “How satisfied were you?” straight after a support interaction, while the experience is fresh and the question is clearly about that conversation.

12345

Very dissatisfiedVery satisfied

Keep the wording and scale fixed if you want trends you can compare over time.

Net Promoter Score (NPS)

Ask “How likely are you to recommend us?” to follow loyalty over time and to compare teams, channels or client accounts.

012345678910

DetractorsPassivesPromoters

NPS sent after a support contact only reaches customers who needed help. Report it as service NPS and do not compare it directly with a company-wide relationship survey.

The right survey for each touchpoint

Choose the channel, timing and frequency that fit each interaction, inside the workflow your team already runs.

Email & ticketing

Add the survey to a Standard Response, or send the link automatically when a ticket meets the closing condition you set.

Automatic dispatch when a ticket closes
Custom HTML survey forms
Survey history kept with the ticket

Voice, IVR & SMS

After a completed call, let customers rate the call with their keypad in an IVR flow, or send a short SMS survey. Low-score alerts link to the original call recording.

SMS surveys sent to mobile numbers only
Survey language matched to the customer
Frequency controls to avoid over-surveying

Live chat & WhatsApp

Ask for a rating at the end of a live chat or WhatsApp conversation and compare the results with your email and voice scores.

Short prompt at the end of the conversation
One reporting view across channels
Comments for qualitative context

Service recovery: a low score should start an investigation, not end in a report

Give supervisors the response, the interaction and the operational context they need to understand what happened and decide what to do next.

Illustrative example

Notify the right supervisor when a score needs attention

A survey alert can include the completed form and the customer's comments, so the supervisor can act before the next reporting cycle.

Survey alert · Ticket #40281CSAT 2 / 5

Customer comment“I had to repeat the issue.”

The completed form arrives with the alert.

Routed toSupervisor, email team

Sent as soon as the response met the alert condition.

Reporting that puts survey results beside the metrics that explain them

Bring CSAT, NPS and response rates into live dashboards, wallboards and scheduled reports, then compare sentiment with how the work actually moved through your operation.

See where waiting starts to hurt
Cross-reference ratings with queue, first response, handling and resolution times to find the point where satisfaction drops.
Review quality and speed together
Show satisfaction next to SLAs and internal KPIs on daily wallboards, rather than in a separate monthly report.
Compare teams and channels
Tell whether a dip is isolated to one interaction or part of a wider pattern.
Report by client account or department
Give BPOs and enterprise teams a clear view of service quality per client or business unit.

CSAT by channel (% satisfied)Illustrative

Email88%

Voice82%

Live chat91%

WhatsApp85%

Context behind the scoreFilter the same view by client account, department, team, channel or interaction type.

Common questions about customer feedback surveys

The points teams usually raise before switching on CSAT and NPS. For anything specific to your setup, speak with the team.

Talk to an expert

Which channels can I survey?

Email and ticketing, voice (through an IVR flow or a post-call SMS survey), live chat and WhatsApp. Responses from supported channels are reported together.

Can I use my own questions and design?

Yes. Surveys can be built as custom HTML forms, so you control the wording, the scale and any follow-up questions.

Should we start with CSAT or NPS?

Most support teams start with CSAT after each interaction, because it measures the work the team controls. Add NPS when you want a loyalty trend, and keep the two reported separately.

How does a supervisor hear about a low score?

A survey alert is sent when a response meets the condition you set, for example a CSAT of 2 or lower. The alert can include the completed form and links to the original ticket or call.

How do you stop customers being surveyed too often?

Frequency controls limit how often the same customer receives a survey, so customers who contact you regularly are not asked after every interaction.

Where is survey data stored?

With the interaction it belongs to. In an on-premise deployment, survey data stays inside your own environment along with the rest of your FocalScope data.

Customer story: StarHub on reporting and quality checks

Survey results are only useful if supervisors can report on them and check the conversations behind them. StarHub uses FocalScope for both.

“Reporting features are rich and easy to personalize. Super users can make their own reports, which can be scheduled and sent to your mailbox automatically. For phone support, I like that we can monitor campaigns, perform quality checks in real time, and drill down recorded sessions.”

Ismadi I.Assistant Director, StarHub

View all customer stories

Survey guidance and product detail

Guide