Detractors wait for the quarterly report.
A low score lands in an export. The account owner hears about it at the renewal meeting, if at all.
Customer experience survey software
Customer experience surveys that close the loop in minutes.
Run NPS, CSAT and customer-success surveys for your own customers and for third-party customers. When a detractor answers, an agent opens the ticket and alerts the account owner within minutes. A person approves every reply before it reaches the customer.
Score mix
- Detractors
- Passives
- Promoters
NPS trend
AI theme clusters
Open answers, all languages- Delivery delaysRising
- Billing clarityNegative
- Support wait timesMixed
- Friendly staffPositive
“Third delivery date missed, and nobody called.”Detractor · translated from German
“The technician was quick and friendly.”Promoter
Live answers
Closed loop on-
3Detractor14:02
“The replacement part never arrived.”
- ServiceNow ticket opened14:03
- Account owner alerted in Teams14:03
- Follow-up drafted
ApproveEdit -
9Promoter14:01
“Quick fix, friendly technician.”
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7Passive13:59
“Fine, but the invoice is hard to read.”
Every action is audited
The problem
You measure the score. Nobody acts on the answer.
Most CX survey tools stop at the dashboard. The customer who took the time to explain what went wrong never hears back.
The why is buried in open answers.
The score tells you something moved. The reason sits in thousands of comments, in every language your customers speak, and nobody has time to read them.
The data never leaves the survey tool.
Customer lists are uploaded by hand, results are pasted into slides, and the numbers never reach Power BI or the data warehouse.
So CX runs on hunches.
The board asks why NPS dropped. The answer is a guess with a chart attached, and the customers who left are already gone.
A customer who tells you what went wrong is giving you a second chance. Take it.
Why reactsurvey
Built for surveys with half a million respondents.
We know what a CX programme in a large organisation involves: customer lists in the CRM, a security review before the first invitation goes out, and an executive team that wants to know why the score moved.
Since 2016, a leading European telecommunications group has run its enterprise survey programmes on reactsurvey, at a scale where most survey tools give up.
- respondents in a single survey
- 518,274
- invitations sent
- 2.4M+
- responses
- 300K+
- invitations per hour
- 10,000
- surveys, 633 completed
- 757
- respondents per survey, no major downtime
- 100K+
Figures from one three-year window at the telecommunications group.
Approved where approval is hardest to get
- Passed the group’s full privacy & security assessment
- Passed its accessibility (Barrierefreiheit) review
- Complies with its strictest data-protection guidelines, plus GDPR
- Runs behind a WAF, hosted on-premise
Closed-loop agents
A detractor answers at 14:02. By 14:04 the account owner knows.
Agents read every answer the moment it arrives. When a customer scores you low, they open a ticket, alert the account owner and draft a follow-up. A person approves, and the customer hears back.
- Tickets in ServiceNow, Jira or your CRM, with the answer and segment attached
- Account-owner alerts in Teams or Slack
- Reminders to non-respondents at their best send time
- Replies to customers drafted for approval, then sent
- Humans approve, and every action is audited
-
Answer received14:02
012345678910“The replacement part never arrived, and nobody called.”
-
Classified live by AI14:02
DetractorKey accountTheme: delivery delaysSentiment: negative
-
Ticket opened in ServiceNow14:03
Delivery escalation, priority high, verbatim attached
-
Account owner alerted in Teams14:03
With the answer, the segment and the open ticket
-
Needs approval14:04
Follow-up reply drafted
“Thank you for telling us, and I am sorry about the missing part. Your account manager will call you today.”
Approve and sendEdit -
Next: reply sent to the customer, loop closed
Humans approve. Every action is audited.
Survey types
NPS, CSAT and customer success, on one platform.
Measure the relationship, the single contact and the account, for your own customers and for the customers you serve through partners.
NPS surveys
Relationship and transactional Net Promoter Score. Promoters, passives and detractors are segmented live, and every detractor starts the closed loop.
CSAT surveys
Customer satisfaction right after a call, a delivery or a repair. Short surveys at the moment of contact, in the customer’s own language.
Customer success surveys
Health checks from onboarding to renewal, aggregated by customer and project, so account teams see which accounts need attention.
Customer lifecycle
- Onboarding
- Adoption
- Renewal
Third-party customer surveys
Survey the customers you reach through partners, resellers or service providers. Results aggregate by customer, project, question and answer.
Direct customersPartner customersReseller customers
The platform
Every customer gets the right question. Every answer lands in the right system.
Live AI segmentation
Respondents are classified while they answer, and the survey adapts its branches for each segment: detractors are asked what went wrong, promoters what they value most.
Advanced branching
Any flow is possible with custom logic components: branch on any answer or live segment, as deep as your programme needs.
- custom logic components
- 6,619
- questions
- 28,291
In one three-year window at the telecommunications group.
Real-time analytics
Invitations, responses, completion times and drop-off, live while the survey runs. Aggregate by customer, project, question and answer.
Results in your data warehouse
Push results to Power BI, Snowflake or SAP, into your data lake or warehouse, or pull them through the REST API.
Power BISnowflakeSAPData warehouseData lakeML pipelinesREST API
Automated respondent imports
Customer lists come straight from your CRM and systems. No CSV exports, no manual uploads, and invitations go out at 10,000 an hour.
Respondent import
- CRM
- reactsurvey
- Invitations
Also included: multilingual surveys with AI translation into 30+ languages, open-text intelligence, executive summaries the moment a survey closes, and SSO via SAML or OpenID Connect.
The plan
Three steps to a CX programme that acts.
-
Workshop
We design your NPS, CSAT and customer-success programme with you: touchpoints, questions, segments, escalation rules and reports. Your team is onboarded in the same workshops.
-
Connect
Self-hosted or in the EU cloud. Respondents are imported automatically from your CRM, results flow to Power BI, Snowflake or your warehouse, and your team signs in with SSO.
-
Act
Agents open tickets and alert account owners while answers are still arriving. The AI Analyst explains every shift in the score. A person approves every reply before it reaches the customer.
Every enterprise licence includes the onboarding workshops and dedicated development time for your custom features.
Book a demoWhich customer surveys can we run with reactsurvey?
NPS surveys for the relationship and for single transactions, CSAT surveys after a contact, customer-success health checks and surveys for third-party customers, such as the customers of your partners or resellers. They all run on one platform, with multilingual surveys, advanced branching and real-time analytics.
How does the closed loop work for NPS detractors?
Agents watch every answer as it arrives. When a customer gives a low score, an agent opens a ticket in ServiceNow, Jira or your CRM, alerts the account owner in Teams or Slack and drafts a follow-up, all within minutes. A person approves before anything reaches the customer, and every action is audited.
How does live AI segmentation change the survey?
Respondents are classified in real time while they answer, for example as detractor, passive or promoter, or as key account or at-risk customer. Each segment gets its own branch of questions. It builds on the real-time segmentation engine that carries reactsurvey’s enterprise surveys.
How are open answers in NPS and CSAT surveys analysed?
Open-text intelligence clusters every open answer by theme, sentiment and emotion, in every language. The AI Analyst answers questions such as “Why did NPS drop in the south region?” with charts, drill-downs and cited verbatims.
Can reactsurvey send results to Power BI or Snowflake?
Yes. reactsurvey pushes and pulls data through a REST API and custom interfaces, and connects to Power BI, SAP, Snowflake, data clouds, data lakes, data warehouses and ML pipelines. Respondent lists are imported automatically from your systems.
How many customers can we survey at once?
The largest single survey so far had 518,274 respondents. reactsurvey sends 10,000 invitations per hour, and surveys with more than 100,000 respondents have run with no major downtime.
Where is our customer data stored?
On your own servers or in the EU. reactsurvey runs self-hosted behind your firewall and WAF, or in the EU cloud as SaaS or a dedicated PaaS instance. It is built, owned and hosted in the EU and complies with GDPR. The AI features use EU-hosted or on-premise models with zero data retention.
Next step
Answer your next detractor within minutes.
Book a demo with the team that builds reactsurvey. We walk through your CX programme, your systems and your security requirements.