Home / CCaaS / CSAT & NPS tracking
Ask every customer. Keep every answer.
Short post-call surveys write a satisfaction score to each customer record, so CSAT and NPS are tracked per contact, not guessed.
Illustrative survey
An average hides everyone. A score per contact doesn’t.
Every contact carries its own satisfaction score, so you can see who was happy, who wasn’t and why, then roll it up into CSAT and NPS by agent, campaign or date.
Asked in a moment, answered out loud.
An AI voice agent runs a short spoken survey once the call ends and writes the score to the customer record. No form to click, no email to ignore.
The conversation closes as normal.
A short spoken survey, one question at a time.
It lands on the customer record straight away.
See how it’s spread, not just the mean.
Scores from 1 to 5 build a picture of satisfaction across every contact. The average tells you where you stand, and the spread tells you where to look.
- A score on every surveyed contact
- The spread behind the average
- Filter by agent, date or campaign
Illustrative scores
Promoters, passives, detractors.
NPS sits next to CSAT in the same view. See how many customers would recommend you, how many are unsure, and how many wouldn’t.
Illustrative: 30 surveyed customers
Catch it while it can change.
A survey tells you how a call went. AI sentiment tells you while it is still going. Upset customers can be routed to senior agents the moment their tone shifts, and at-risk threads show on the supervisor dashboard in seconds.
- Tone scored live on the call
- Upset customers reach senior agents
- The survey confirms the outcome
Illustrative call
Which call flow pleases more?
Split traffic across two IVR trees and compare resolution rate, abandon rate and CSAT side by side from the analytics view.
Illustrative test
- Call · TodayDuplicate charge refunded.4/5
- Chat · TuePlan upgrade confirmed.5/5
- Call · Last weekWaited long for an answer.2/5
- WhatsApp · Last monthDelivery date moved.4/5
Illustrative record
One customer, their whole story.
Because each score is written to the customer record, you can see how a single customer’s satisfaction has moved across calls and chats, not only how the team did on average.
- A score on every contact
- Spot a customer who is slipping
- Agents see the history before they reply
CSAT & NPS tracking, answered.
It records a satisfaction score for each contact, so you can track CSAT and NPS over time.
AI voice agents can run short spoken surveys after calls and write the scores to the customer record.
No. AI sentiment scores tone live, so at-risk conversations show up in seconds, not after a survey.
Scores are written to the customer record, so every contact carries its own satisfaction score.
Yes. Filter by agent, date range, sentiment, intent or campaign, and compare CSAT across IVR variants side by side in the analytics view.
Hear it from the customer.
Talk to us about CSAT and NPS tracking for your contact centre.