Survey & Feedback Analytics
Measure every survey you run — responses, completion, and the CSAT, NPS and CES scores you capture — across channels, so feedback turns into action instead of a spreadsheet.
Overview
Surveys only help if people finish them and someone acts on the result. Response and completion rates, and the scores behind them, usually live outside your CRM.
Survey Analytics tracks sends, responses and completion for every survey, and captures the CSAT, NPS and CES scores your customers give — tied to the contact, ticket or deal, with verbatim comments.
Explore Omnichannel Communication →- ✓ Responses & completion rate
- ✓ CSAT, NPS & CES capture
- ✓ Question-level drop-off
- ✓ Response by channel
- ✓ Verbatim comment themes
- ✓ By survey, segment & date
What Survey Analytics measures
Every signal on your own feedback programme — the scores are the ones your customers give, not numbers we invent.
Responses & completion
See sends, responses and completion for every survey you run.
CSAT, NPS & CES
Capture the satisfaction, loyalty and effort scores respondents give.
Question drop-off
Find the question where people abandon a survey.
Channel mix
See response by email, SMS, WhatsApp, in-app and link.
Comment sentiment
Read the tone and themes in verbatim comments.
By segment
Compare scores across segment, agent, team and date.
The signals behind every survey
Each one is captured against the contact, ticket or deal the survey belongs to.
- ✓ Send, response and completion rate per survey
- ✓ Question-level drop-off — where people abandon
- ✓ CSAT and CES by ticket, agent and team
- ✓ NPS with promoter, passive and detractor split
- ✓ Response by channel — email, SMS, WhatsApp, in-app, link
- ✓ Verbatim comment themes and sentiment
- ✓ Score trend over time and by cohort
- ✓ By survey, segment, agent and date
Live in four steps
Build & send a survey
Create a survey and send it on any channel.
Responses log
Every response and score attaches to the record.
Scores roll up
CSAT, NPS, CES and completion aggregate by segment and team.
Close the loop
Route detractors and low scores to the right owner.
CSAT, NPS and CES, in context
The standard feedback scores, captured against the record so you can act on them.
CSAT
Satisfaction after a support interaction, tied to the ticket and agent.
NPS
Loyalty with a promoter, passive and detractor split by segment.
CES
Effort scores that show where a journey is harder than it should be.
How the agent works with Survey & Feedback Analytics
The Flow-Cognition Agent runs a real loop on your data — grounded in your records, governed and logged.
Sense
Reads every response, score and verbatim comment.
Decide
Scores completion, CSAT, NPS and CES against your targets.
Act
Routes detractors and low scores to the right owner to close the loop — logged.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Where teams put it to work
Post-support CSAT
Measure satisfaction right after a ticket is resolved.
Relationship NPS
Track loyalty across the customer base over time.
Product & onboarding feedback
Capture effort and sentiment through the onboarding journey.
Questions, answered
Sends, responses and completion, question-level drop-off, CSAT, NPS and CES, channel mix and verbatim comment themes.
No. The scores are the ones your customers give; you set the targets, and any sample figure in a demo is illustrative.
Email, SMS, WhatsApp, in-app and shareable links — response is tracked per channel.
Yes. Question-level drop-off shows the exact step where respondents leave.
Surveys builds and sends the forms; Survey Analytics measures responses, completion and the scores and themes they produce.
Turn feedback into action
Start free, or get a guided walkthrough — every response, score and comment, tied to the record.