Drive meaningful change in customer experience
Transform feedback into real impact
Capture feedback at every touchpoint
Collect high-quality survey responses throughout the customer journey.
Always-on, always connected
Feedback flows continuously from every channel into one place. No gaps, no stitching.
Understand what’s driving your scores
Surface themes, and find root causes, so you can prioritise actions on impact, not instinct.
Prove your programme produces results
Close the loop, track whether fixes moved the scores, and provide leadership the evidence.
Collect higher quality feedback at every touchpoint
Uncover insights to know where to focus
What CX programmes look like when they actually work
Every customer issue is caught in real time
Scaled to always-on feedback across every touchpoint. Issues now resolved within the hour, not weeks.
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From admin to taking the right CX actions
BBK's team stopped spending days building surveys and started spending that time improving experiences.
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Visibility across the customer journey
Embedded surveys into their live webchat and consolidated into one feedback platform for the entire company.
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Every experience measured and improved
Real-time guest feedback goes straight to leadership teams to benchmark and act on what matters.
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Act on feedback and show your impact
Built-in CX questions that measure what matters
NPS
Find out what creates promoters and what’s pushing customers away. Pinpoint what to fix and what to double down on, so you can grow retention and revenue with confidence.
Learn more about NPS
CSAT
Measure satisfaction at every key touchpoint. Spot unhappy customers early, identify friction, and fix the issues that affect retention before they compound.
Learn more about CSAT
CES
Identify where customers are working too hard. Pinpoint effort hotspots after support interactions, tasks, or product usage, and fix the friction that drives churn.
Learn more about CES
CX insight in every tool your teams already use
Do more to improve customer experience
Frequently asked questions
Yes, SmartSurvey makes it easy for customers to share their experiences by allowing them to respond in their preferred language, no matter where they are in the world.
Yes, SmartSurvey enables you to conduct comprehensive analysis of feedback from various regions. Our interactive dashboards enable stakeholders to easily share and review CX survey results in real-time, ensuring all relevant teams and departments gain access to insights that are relevant to their specific language, region, department or location.
Cross-tab reporting enables you to compare data sets side by side, allowing for a deeper understanding of customer experience data sets across different demographics, regions, or other segments.
SmartSurvey offers advanced filters and a range of chart types to drill down into data sets and visualise them in a way that is both insightful and easily digestible. This enables a more nuanced analysis, helping you to tailor your strategies effectively to meet the varied needs and preferences of your audience across different regions.
They are fundamentally different. Customer experience encompasses the whole journey a customer takes that includes every interaction your customer has with your brand.
Let's delve deeper...
Customer Service: This involves the support and advice provided to customers when they encounter issues or have questions about your product or service. Customer service is the human touch in the customer journey, representing the voice of your company to your customers. Its often during these interaction where you will run Customer Effort Surveys (CES) to uncover how hard or easy it was for a customer to get their problem resolved and identify opportunities for service improvement.
Customer Experience: CX covers the entire spectrum of the customer's interaction with the brand, including every point of contact between the customer and the company. It goes beyond direct interactions, incorporating elements like a retail store experience, as well as all the interaction with staff members across a multitude of departments, channels and services.
Customer experience includes everything in the customer's journey, integrating customer service as one of its components. Meanwhile, customer service focuses solely on the moments when a customer seeks help with a product or service.
On average we have most projects up and running very quickly and customers are sending out CX surveys inside a few days of having access to the platform. For larger projects, leveraging functionality such as multiple languages, multiple domains, the use custom variables, advanced logic or deep integration requirements this naturally adds an additional level of complexity. In most instances this adds no more than a few weeks to a launch times.
We currently offer integrations with 293 platforms, and we're continually adding more! However, we understand there are countless platforms out there.
If you require an integration that we do not currently support, our team is happy to explore developing a custom connector tailored to your specific needs.
To facilitate this process, please provide the URL of the platform you'd like us to integrate with, along with a description of your use case.
For example, you might request an integration with your CRM where a survey is triggered whenever a contact's lifecycle status updates to customer, or you might want an integration where NPS detractors automatically generate a ticket in your help desk, incorporating the survey response into the ticket.
