Survey design
Build CSAT, NPS and CES instruments with a clear scoring basis.
Customer Feedback System
Turn customer feedback into a clear next step.
Customer feedback software for CSAT, NPS and CES surveys, consent-aware delivery, trusted scorecards and accountable customer follow-up.
PendingApproval
- SC-69524 Campaign 986 930 today
- SC-35949 Campaign 623 720 6 d
- SC-22595 Campaign 112 300 in 7 d
- SC-16927 Campaign 855 520 in 2 d
- SC-22639 Campaign 740 80 6 d
SC-69524
- CampaignName
- Campaign 986
- StartDate
- 17 Sep
- EndDate
- 23 Sep
- SubmittedBy
- SK
- Revision
- 930
Approve the campaign waits for the cx manager.
Illustrative records derived from the system specification.
Built for your customer relationships
CX leaders, customer success teams and support managers running external customer-feedback programs.
- Defined tables
- 28
- Operational views
- 16
- Defined roles
- 7
- Reports
- 8
Defined in the planned system specification.
What’s inside.
Customer feedback software for CSAT, NPS and CES surveys, consent-aware delivery, trusted scorecards and accountable customer follow-up.
Campaigns and delivery
Reach eligible customers with approved surveys and controlled reminders.
Response capture
Keep completed answers valid, private and connected to the survey customers received.
Customer follow-up
Give attributable low scores an owner, due date and reviewed outcome.
Feedback analytics
Read CSAT, NPS and CES with the population and scoring rules behind each result.
Themes and experiments
Learn from customer comments and test survey wording on a stable basis.
Turn customer feedback into a clear next step
PendingApproval
- SC-69524 Campaign 986 930 today
- SC-35949 Campaign 623 720 6 d
- SC-22595 Campaign 112 300 in 7 d
- SC-16927 Campaign 855 520 in 2 d
- SC-22639 Campaign 740 80 6 d
SC-69524
- CampaignName
- Campaign 986
- StartDate
- 17 Sep
- EndDate
- 23 Sep
- SubmittedBy
- SK
- Revision
- 930
Approve the campaign waits for the cx manager.
YouDraft
- ST-25170 Template 462 670
- ST-92034 Template 305 880
- ST-36871 Template 605 600
- ST-42512 Template 570 450
- ST-13706 Template 325 480
ST-25170
- TemplateCode
- TC-946
- Name
- Template 462
- Version
- 670
- PublishedAt
- Status
- Draft
StatusScheduledActivePaused
StatusQueuedSendingSentUnknownFailedSuppressed
StatusDraftRunningPausedConcluded
YouStatusOpenInProgress
StatusUnassignedOpenInProgressManagerReviewResolved
Accepted
| Response Number | Campaign | Instrument | Responded At | Channel |
|---|---|---|---|---|
| SR-66055 | SC-62758 | ST-5575 | 18 Sep | |
| SR-20054 | SC-32819 | ST-1503 | 18 Sep | SMS |
| SR-68256 | SC-99435 | ST-4175 | 06 Sep | InApp |
| SR-62076 | SC-42987 | ST-7889 | 06 Sep | Portal |
| SR-77335 | SC-70890 | ST-5077 | 19 Sep | |
| SR-21589 | SC-54773 | ST-1582 | 12 Sep | SMS |
ManagerReview
| Followup Number | Customer | Owner | Due Date | Outcome Category |
|---|---|---|---|---|
| FLL-46520 | CUS-179 | XT | 13 Sep | Resolved |
| FLL-46161 | CUS-147 | UL | 09 Sep | NotReachable |
| FLL-76950 | CUS-121 | PP | 11 Sep | EscalatedToProduct |
| FLL-17025 | CUS-192 | HG | 07 Sep | ChurnRisk |
| FLL-76835 | CUS-022 | RC | 25 Sep | Recovered |
| FLL-19064 | CUS-221 | SW | 29 Sep | Resolved |
PublishedOrg
| Period | Respondent Count | Promoters | Passives | Detractors |
|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 |
| PRD-225 | 50 | 24 | 16 | 10 |
| PRD-478 | 24 | 8 | 7 | 9 |
| PRD-193 | 43 | 13 | 23 | 7 |
| PRD-432 | 49 | 15 | 11 | 23 |
| PRD-807 | 42 | 15 | 15 | 12 |
PublishedChannel
| Period | Scope Key | Respondent Count | Average Rating | Top2 Box Pct |
|---|---|---|---|---|
| PRD-283 | SK-878 | 68 | 3.72 | 66.18 |
| PRD-676 | SK-242 | 74 | 3.04 | 39.19 |
| PRD-914 | SK-183 | 46 | 3.76 | 56.52 |
| PRD-606 | SK-328 | 71 | 3.04 | 42.25 |
| PRD-965 | SK-857 | 54 | 3.67 | 61.11 |
| PRD-126 | SK-257 | 61 | 2.98 | 32.79 |
PublishedScopeTypeAgentAgentTeam
| Period | Scope Key | Respondent Count | Average Rating | Top2 Box Pct |
|---|---|---|---|---|
| PRD-850 | SK-449 | 59 | 2.34 | 22.03 |
| PRD-153 | SK-391 | 44 | 3.34 | 34.09 |
| PRD-936 | SK-785 | 90 | 3.07 | 43.33 |
| PRD-504 | SK-880 | 72 | 2.51 | 29.17 |
| PRD-798 | SK-833 | 40 | 2.63 | 25 |
| PRD-717 | SK-784 | 68 | 3.12 | 58.82 |
Published
| Period | Flow | Respondent Count | Average Effort | Effort Direction |
|---|---|---|---|---|
| PRD-849 | Onboarding | 111 | 3.56 | LowerIsEasier |
| PRD-916 | Renewal | 75 | 4.31 | HigherIsEasier |
| PRD-953 | SupportResolution | 97 | 3.44 | LowerIsEasier |
| PRD-358 | ProductCheckout | 88 | 3.92 | HigherIsEasier |
| PRD-252 | Other | 86 | 4.45 | LowerIsEasier |
| PRD-418 | Onboarding | 83 | 3.73 | HigherIsEasier |
respondent count > 0
| Period | Metric | Scope Type | Scope Key | Value |
|---|---|---|---|---|
| PRD-205 | NPS | Org | SK-992 | 8.94 |
| PRD-453 | CSAT | Channel | SK-703 | 3.22 |
| PRD-710 | CES | Segment | SK-593 | 1.8 |
| PRD-812 | ResponseRate | Region | SK-688 | 0.94 |
| PRD-822 | DetractorPct | Plan | SK-956 | 34.74 |
| PRD-889 | PromoterPct | Agent | SK-736 | 23.33 |
Active = true
| Customer | Scope | Opt Out At | Source | Active |
|---|---|---|---|---|
| CUS-222 | AllSurveys | 25 Sep | UnsubscribeLink | ✓ |
| CUS-236 | NPSOnly | 20 Sep | SMSStopReply | no |
| CUS-001 | CSATOnly | 10 Sep | ManualOptOut | ✓ |
| CUS-109 | CESOnly | 21 Sep | BounceHardFail | no |
| CUS-234 | Marketing | 14 Sep | PrivacyRequest | no |
| CUS-238 | AllSurveys | 23 Sep | UnsubscribeLink | ✓ |
PrimaryTheme != null
| Masked Text | Sentiment | Primary Theme | Secondary Theme | Classified By |
|---|---|---|---|---|
| MT-343 | Positive | THM-9090 | THM-9662 | AI |
| MT-975 | Neutral | THM-4152 | THM-7076 | Manual |
| MT-378 | Negative | THM-5499 | THM-9787 | Hybrid |
| MT-713 | Mixed | THM-1161 | THM-6064 | AI |
| MT-690 | Positive | THM-9896 | THM-3457 | Manual |
| MT-898 | Neutral | THM-7389 | THM-1047 | Hybrid |
Keep each response connected to its purpose
Org NPS Trenddrill-down
Quarterly NPS at Org and per Segment / Region / Plan / AccountOwner, trailing 8 quarters with Promoter / Passive / Detractor mix and period-over-period movement. Drills into the per-Cohort view (e.g. New customers vs. Tenured) and into the per- AccountOwner leaderboard. The CX Manager's daily landing report and the board-deck input.
opens Org NPS Trend →| Period | Respondent Count | Promoters | Passives | Detractors |
|---|---|---|---|---|
| PRD-406 | 46 | 17 | 18 | 11 |
| PRD-225 | 50 | 24 | 16 | 10 |
| PRD-478 | 24 | 8 | 7 | 9 |
| PRD-193 | 43 | 13 | 23 | 7 |
- Computed
- Published
- Recomputing
- Period
- PRD-406
- RespondentCount
- 46
- Promoters
- 17
- Passives
- 18
- Detractors
- 11
- NPSScore
- 13.04
ownerCX Manager
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections and approval states follow the authored specification.
From the right question to accountable action
Turn customer feedback into a clear next step.
Illustrative previews from the system specification.
-
01
Design the survey
Choose the questions and scoring scale for the customer moment. Publish a version that stays fixed while customers respond.
Survey to approved campaign -
02
Approve the campaign
Review the exact questions, audience, privacy choices and delivery policy. A different CX Manager approves the campaign before it starts.
Review the questions, audience and delivery policy before the campaign starts.
Survey to approved campaign -
03
Deliver the invitation
Reach eligible customers at the right time, with current preferences checked before every send and reminder. Keep uncertain delivery outcomes visible.
Event to accepted responseInvitation NumberCampaignChannelScheduled Send AtSMS -
04
Capture the response
Accept one valid response to the survey the customer received. Anonymous feedback stays separate from personal customer outreach.
Event to accepted response -
05
Review the follow-up
Record the customer conversation and have a different CX Manager review the current outcome before closing the task.
Confirm the customer conversation and outcome before closing the follow-up.
Low score to reviewed follow-up -
06
Learn from the results
Compare scores, themes and cohorts with the instrument and response population behind each result.
Feedback to comparable insight
Review the campaign and the customer outcome
Decision checkpoints where approval stays with your team.
Approve the campaign
Review the questions, audience and delivery policy before the campaign starts.
Survey to approved campaignReview the follow-up
Confirm the customer conversation and outcome before closing the follow-up.
Low score to reviewed follow-upKeep consent, privacy and decisions traceable
Human approval and system automation have different jobs.
Approve the campaign
Review the questions, audience and delivery policy before the campaign starts.
Review the follow-up
Confirm the customer conversation and outcome before closing the follow-up.
The right feedback for each team
CX Manager
Owns campaign review, program operation and independent follow-up outcome decisions.
Survey Author
Designs draft instruments and wording experiments for CX Manager review.
Analyst
Defines analytical cohorts and interprets permitted aggregate results.
Account Manager
Works attributable feedback and outreach for the current customer book.
Support Manager
Uses attributable interaction feedback and scorecards for the current support team.
Executive
Reads privacy-governed organization trends and approved analytical snapshots.
See the score and the evidence behind it
Start with the question. Follow it to the records behind the answer.
Drill-down
Org NPS Trend
Quarterly NPS at Org and per Segment / Region / Plan / AccountOwner, trailing 8 quarters with Promoter / Passive / Detractor mix and period-over-period movement. Drills into the per-Cohort view (e.g. New customers vs. Tenured) and into the per- AccountOwner leaderboard. The CX Manager's daily landing report and the board-deck input.
View Org NPS TrendSource view · Illustrative records
PeriodRespondent CountPromotersPassives
Drill-down
CSAT by Channel & Agent
Per Period: CSAT Average, Top-2-Box, Bottom-2-Box, ResponseRate by Channel (Email, Chat, Phone, Portal), drilling into AgentTeam × Agent. Highlights channel-specific dips and per-agent variance. The Support Manager's coaching report.
View CSAT by ChannelSource view · Illustrative records
PeriodScope KeyRespondent CountAverage Rating
List report
CES by Flow
Per Period: average effort score and high-effort percentage per Flow (Onboarding, Renewal, SupportResolution, ProductCheckout). Surfaces friction hotspots in the customer journey.
View CES by FlowSource view · Illustrative records
PeriodFlowRespondent CountAverage Effort
Renewal
List report
Detractor & Followup Throughput
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
View Followup BoardSource view · Illustrative records
Followup NumberCustomerOwnerTrigger Reason
CSATBottom2 Box
Drill-down
Themes & Sentiment
Mentions per Theme × Period × Scope with sentiment mix and rising / falling theme detection. Drills into representative quotes (PII-masked when configured). The qualitative companion to the quantitative scorecard.
View Theme HotspotsSource view · Illustrative records
Masked TextSentimentPrimary ThemeSecondary Theme
Neutral
Drill-down
Cohort Comparison
NPS / CSAT / CES per Cohort × Period side-by-side — e.g. Onboarding cohort vs. Tenured cohort, Enterprise vs. SMB, US-East vs. US-West. Supports the segmentation hypothesis the CX program is built on.
View Cohort and Benchmark TrendsSource view · Illustrative records
PeriodMetricScope TypeScope Key
CSAT
List report
Participation & Response Rate
Per Campaign: invited, sent, opened, responded, suppressed (with SuppressedReason mix), bounced, response rate and days-to-respond distribution. Surfaces deliverability problems and survey fatigue.
View Invitation DeliverySource view · Illustrative records
Invitation NumberCampaignChannelScheduled Send At
SMS
List report
Benchmark Variance
Org metrics vs. industry benchmark per Metric × Period × Scope — variance in NPS points, CSAT points, CES points. The "are we above or below industry" view, used in board prep and renewal conversations.
View Cohort and Benchmark TrendsSource view · Illustrative records
PeriodMetricScope TypeScope Key
CSAT
Configure your feedback program with Proto
Let your AI agent help with everyday work. Set its permissions during setup and keep approvals with your team.
- CRM identity and ownership
- ConnectionCustomers, Employees · in
- Helpdesk and customer events
- Connectionin and out
- Email, SMS and in-app delivery
- Connectionin and out
- Benchmark and classification providers
- ConnectionComments · in and out
- Agents
- Your agentWorks within the permissions you assign
Your agent works within the permissions you assign.
List the work that needs attention. Keep the approval with the assigned reviewer.
Download agent Agent setup guide$ curl -fsSL https://www.erp.ai/skill.md
› open Customer Feedback System and list records waiting on approve the campaign
Feedback to customer action · records listed with owner and age
› approve the first one at approve the campaign, as its approver
Approval requiredWaiting for the assigned reviewer
Your questions, answered.
How the system works, what you can configure and how to get started.
How do I get started?
Select Start now to create your account. Explore the system specification, or use Proto to configure it for your business.
Can I run CSAT, NPS and CES together?
Yes. Each program keeps its own published instrument, primary metric question and scoring basis. Compare compatible populations; a custom scale is not labelled as standard NPS.
What happens when a customer opts out during a delay?
The queued invitation and every reminder recheck current suppression before dispatch. A channel fallback does not bypass the preference.
Can a repeated event send another survey?
The stable customer, campaign and occurrence identity returns the existing invitation. A later eligible interaction can have its own invitation after the configured frequency cap.
Can anonymous feedback create a customer follow-up?
No. Anonymous business responses contain no customer or interaction references, and staff cannot traverse private delivery correlation. Attributable low scores can enter the scoped follow-up process.
Who approves a campaign or a completed follow-up?
A CX Manager different from the preparer approves the current campaign revision. Follow-up closure also requires a CX Manager distinct from the task owner and submitter.
How are missing answers and small samples handled?
Skipped or invalid answers do not become zero scores. Empty denominators remain unavailable, and anonymous groups below the approved minimum are withheld.
Does reaching the A/B sample threshold pick a winner?
No. It permits evaluation under the method agreed before the test. The result can be inconclusive or show no significant difference.
Implementation
Configure the survey moments, people and controls your program needs.
Read the implementation plan- 01
Map the listening program
Choose the customer decisions, instruments and moments: support CSAT, relationship NPS, journey CES or a custom program. Record what is attributable and what must stay anonymous.
Team and ERP.ai - 02
Configure people and sources
Connect the trusted CRM, employee directory and event sources. Resolve account and team ownership, current consent, delivery limits, response windows and permitted processors.
Team and ERP.ai - 03
Publish and review the pilot
Test branches, scale ranges, immutable versions and a small approved audience. Verify independent campaign review, a paused send, a repeated trigger and an opt-out arriving during delay.
Team and ERP.ai - 04
Verify response and follow-up
Test a valid response, expired token, replay, private anonymous joins and an attributable recovery task with an independent outcome decision.
Team and ERP.ai - 05
Reconcile and expand
Check sent and accepted populations, score denominators, masked themes and compatible cohorts before enabling wider audiences. Preserve the exact instrument and policy revisions as the program evolves.
Team and ERP.ai
Pricing
The base account and ordinary manual work in ERP.AI's official interface are $0. Viewing, searching, creating, editing, approving, deleting and exporting records in that interface do not consume read or write credits. There is no per-user fee.
Machine work: external API-key requests, imports, workflows, agents and scheduled jobs. Successful external API-key reads and writes use the operation rates below. Starting a managed execution from the interface still starts that metered service.
Pricing and account rules| Machine work | Included per $1 of credit |
|---|---|
| List/filter or get record calls | 20,000 |
| Search or aggregate calls | 4,000 |
| CSV or PDF exports | 100 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| File upload in MB | 2,000 |
| Workflow runs | 2,000 |
| Code-node compute beyond included in CPU-sec | 12,000 |
| Agent executions | 2,000 |
| Scheduled jobs or webhook activations | 20,000 |
Read and write rates apply to successful external API-key requests. Ordinary manual work in the ERP.AI interface is $0.
prepaid creditsSmallest pack $5, purchased credits never expire.
Explore the complete system.
Follow the operating model from the process to the people, records and decisions behind it.
Industries
Subscription businesses
Connect onboarding effort, relationship health and customer recovery.Customer support teams
Understand interaction satisfaction without losing team and customer boundaries.Commerce and service businesses
Collect checkout, service and custom feedback at a useful point in the customer journey.
Reference
Roles and permissions
Give each team the customer insight and decisions it owns.Reports and analytics
Read the metric, sample and population behind customer feedback.Data model
Keep survey instruments, invitations, responses and follow-up evidence aligned.Integrations
Connect customer identity, event triggers and delivery with explicit ownership.Implementation
Configure the survey moments, people and controls your program needs.Agent reference
Use Proto to configure surveys, delivery controls and customer follow-up.
