Campaigns and delivery
Reach eligible customers with approved surveys and controlled reminders.
Choose who should hear from you
Campaigns connect a published instrument to a customer population and a useful moment. A relationship NPS campaign may address a quarterly audience, while a CSAT program responds to completed support interactions. CES can follow onboarding, checkout or renewal. Each campaign retains its own approved schedule, privacy mode and delivery policy.
Audience rules can include or exclude customers by attributes such as segment, region, plan or tenure. The CRM remains the customer master. Its read-only mirror supplies the contact and ownership details needed for the campaign, with a freshness check before delivery. An unresolved identity or stale contact holds the invitation instead of guessing where to send it.
Separate a queued invitation from a delivered one
An invitation starts with an intended send time. Provider acceptance, a reported open and an accepted survey response are different events. Your delivery view keeps those states separate, including failed, suppressed and uncertain attempts. A timeout does not mean the customer received nothing: the system checks the original provider request before issuing another send.
The occurrence identity prevents duplicate invitations when an upstream event is repeated. An always-on support campaign can still survey a later eligible interaction after the frequency cap; it does not treat the first response as a permanent ban on that customer. Quarterly campaigns keep a distinct period identity, and delivery batches retain that same eligibility basis.
Respect the latest preference at dispatch
Consent and suppression are checked when the invitation is prepared and again immediately before dispatch. That second check matters when a customer opts out during a delay or before a reminder. The current campaign window, current contact, frequency reservation and response status are checked together. Changing channel is not a way to evade an opt-out.
Reminders reuse the same invitation with bounded, numbered delivery attempts. They stop after an accepted response, expiry or suppression. Each attempt retains its original request identity so a retry cannot become an unrecorded extra message. CX Manager can pause a campaign while investigating a delivery issue; queued work respects that pause. The campaign’s approval covers its exact instrument, audience and policy revision, and a different manager must approve a self-prepared proposal before launch.
Modules
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Survey design
Build CSAT, NPS and CES instruments with a clear scoring basis.
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Campaigns and delivery
Reach eligible customers with approved surveys and controlled reminders.
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Response capture
Keep completed answers valid, private and connected to the survey customers received.
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Customer follow-up
Give attributable low scores an owner, due date and reviewed outcome.
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Feedback analytics
Read CSAT, NPS and CES with the population and scoring rules behind each result.
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Themes and experiments
Learn from customer comments and test survey wording on a stable basis.
Roles and permissions
Owns campaign review, program operation and independent follow-up outcome decisions.
Works attributable feedback and outreach for the current customer book.
Uses attributable interaction feedback and scorecards for the current support team.
Related processes
Survey to approved campaign
Publish the instrument and approve the exact campaign before launch.
4 stages · 1 approval
Event to accepted response
Deliver an eligible invitation and accept one valid response.
4 stages · 0 approvals
Low score to reviewed follow-up
Assign attributable customer outreach and independently review the result.
4 stages · 1 approval