The system
How do I get started?
Click Start now, then use Proto to configure Customer Feedback System for your business. Choose your survey moments, connect customer identity and consent sources, publish the instrument and review a small campaign before expanding.
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.
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.
Processes and approvals
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.