Collect checkout, service and custom feedback at a useful point in the customer journey.
Commerce and service businesses need feedback that fits the customer interaction and leads to a clear next step. Configure the same survey, delivery, privacy and follow-up controls around the moments your team actually owns.
A completed purchase or service milestone can trigger an eligible CSAT or CES invitation. A custom survey can ask more detailed questions about a product or experience without changing what the standard metrics mean. Keep required answers and branching appropriate to the moment, then publish an immutable version before sending it to customers.
Use the source event and customer identity to deduplicate an invitation. Delivery checks current consent, contact freshness and frequency limits immediately before dispatch. A customer who opts out while a message is queued remains suppressed when that message becomes due. Switching to a fallback channel does not create permission to ignore the preference.
Anonymous feedback removes identity and interaction links from staff projections and applies the approved minimum group size. It can identify broader friction without starting a customer-specific follow-up. Attributable low scores can reach an active Account Manager, with unresolved ownership held for CX Manager routing and independent review before closure.
Read results with the survey version, response count and population behind them. A new wording experiment keeps stable variant assignments and includes nonresponders in response-rate denominators. Compare benchmarks only when the scale, period and population fit. Retain failed delivery, unanswered invitations and invalidated responses as distinct observations so the team can decide what needs attention.
Separate private insight from personal outreach
Avoid repeated requests
Choose a focused question · Explain changes with the original evidence
Same records, same gates. The configuration changes how the process runs for this team.
| 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 |
| 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 |
Owns campaign review, program operation and independent follow-up outcome decisions.
Designs draft instruments and wording experiments for CX Manager review.
Works attributable feedback and outreach for the current customer book.
Defines analytical cohorts and interprets permitted aggregate results.
Keep completed answers valid, private and connected to the survey customers received.
Build CSAT, NPS and CES instruments with a clear scoring basis.
Reach eligible customers with approved surveys and controlled reminders.
Read CSAT, NPS and CES with the population and scoring rules behind each result.
Learn from customer comments and test survey wording on a stable basis.
Give attributable low scores an owner, due date and reviewed outcome.
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.
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.
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.
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.
Related questionYes. 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.
Related questionThe queued invitation and every reminder recheck current suppression before dispatch. A channel fallback does not bypass the preference.
Related questionThe stable customer, campaign and occurrence identity returns the existing invitation. A later eligible interaction can have its own invitation after the configured frequency cap.
Related questionNo. 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.
Related questionA 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.
Related questionSkipped or invalid answers do not become zero scores. Empty denominators remain unavailable, and anonymous groups below the approved minimum are withheld.
Related questionNo. It permits evaluation under the method agreed before the test. The result can be inconclusive or show no significant difference.
Related questionConnect onboarding effort, relationship health and customer recovery.
Understand interaction satisfaction without losing team and customer boundaries.
Collect checkout, service and custom feedback at a useful point in the customer journey.
