Survai

Customer experience and NPS

Measure customer satisfaction at every touchpoint

Collect feedback from your customers after purchases, support interactions and website visits. Track NPS and CSAT results and identify areas for improvement from comments.

Request a demoSee customer survey examples
Customer survey embed animation (sample data): on Sample Store's order confirmation page, the question 'How satisfied were you with your recent shopping experience?' with a 1–5 scale appears as a popup, a floating button, a side panel and an inline card in turn; below, a one-line embed code changes with the selected format.

Screens are illustrative; data is sample data.

The challenge

Customer feedback is scattered across channels; reading the reasons behind the scores and passing them on to the right teams takes time.

Metrics you can track

  • NPS
  • CSAT
  • Delivery satisfaction
  • Post-support resolution
  • Participation by channel

With Survai

  • Add a floating button, popup or inline survey to your website
  • Send post-purchase and post-support satisfaction (CSAT) surveys
  • Ask customers who give low scores what you should change
  • Use sentiment and theme analysis to see recurring reasons in comments
  • Push responses to your CRM with webhooks and the REST API

Details

Comments

See recurring reasons behind customer complaints

Sort delivery, support and return comments into themes; pass the topic where negative sentiment is concentrated to the right team.
  • Sentiment and theme labels
  • Questions in your own language with Ask AI
  • New response notifications via webhook
Sentiment and theme analysis animation (sample customer survey): post-purchase comments arrive one by one; AI gives each a positive, neutral or negative sentiment and theme tags such as Delivery, Support, Returns process and Price. For example, “Delivery was a day late.” is tagged negative / Delivery, and “The customer rep solved my issue right away.” positive / Support; a bar shows the sentiment breakdown for each theme. Sample data.

Sample questions

Sample post-order survey

A short survey shown after an order is completed, for the fictional “Sample Store”.

Questions are examples; you can adapt the templates to your organization.

  1. 1How satisfied were you with your most recent shopping experience?1–5 · 1 = Not at all satisfied, 5 = Very satisfied
  2. 2How likely are you to recommend Sample Store to a friend?0–10 · 0 = Not at all likely, 10 = Extremely likely
  3. 3Were we able to resolve your issue?Yes / No
  4. 4What should we change first to improve your experience?Open-ended · shown to those who give a low score

Ready-made templates

Start with these templates

Each template comes with a welcome and a thank-you screen; preview the questions and adapt them to your organization to create your own survey.

  • Customer

    Customer satisfaction and NPS

    Measure service quality and likelihood to recommend, and collect ideas for improvement.

    5 questionsNPS (0-10)Rating (1-5)
    Preview questions: Customer satisfaction and NPS
    1. How likely are you to recommend our company to a friend? · NPS (0-10)
    2. How would you rate the quality of our service? · Rating (1-5)
    3. Which channel did you use to reach us? · Multiple choice
    4. What could we do better? · Long text
    5. Would you like us to get back to you? · Contact + KVKK
    Create from template: Customer satisfaction and NPS
  • Customer

    After-sales support (CSAT)

    Measure satisfaction and whether the issue was resolved after a support ticket is closed.

    4 questions BranchingRating (1-5)Yes / No
    Preview questions: After-sales support (CSAT)
    1. Were you satisfied with the support you received? · Rating (1-5)
    2. Was your issue resolved? · Yes / No
    3. How can we improve your experience? · Long text

    The list shows the main questions; some questions are asked only depending on the answer.

    Create from template: After-sales support (CSAT)
  • Customer

    Website experience

    Measure whether visitors find what they’re looking for and how satisfied they are with the site overall.

    5 questions BranchingMultiple choiceYes / No
    Preview questions: Website experience
    1. The purpose of your visit · Multiple choice
    2. Were you able to find what you were looking for? · Yes / No
    3. Overall, what did you think of the site? · Rating (1-5)
    4. What should we improve? · Long text

    The list shows the main questions; some questions are asked only depending on the answer.

    Create from template: Website experience
  • Customer

    Complaint follow-up

    Evaluate how a complaint was handled and how long it took to resolve, from the customer’s point of view.

    5 questionsRating (1-5)Multiple choice
    Preview questions: Complaint follow-up
    1. Are you satisfied with how your complaint was handled? · Rating (1-5)
    2. How long did it take to resolve? · Multiple choice
    3. After this experience, how likely are you to recommend us to a friend? · NPS (0-10)
    4. Anything you’d like to add? · Long text
    5. Would you like us to contact you? · Contact + KVKK
    Create from template: Complaint follow-up
  • Customer

    Product feedback

    Learn which features are used, what’s missing and what customers prioritize.

    5 questionsMulti-selectRating (1-5)
    Preview questions: Product feedback
    1. The features you use most · Multi-select
    2. Ease of use of the product · Rating (1-5)
    3. Topics you’d like us to prioritize · Ranking
    4. How likely are you to recommend our product to a friend or colleague? · NPS (0-10)
    5. Is anything missing? · Long text
    Create from template: Product feedback

Other solutions

Let’s see together how Survai fits your organization

Tell us about your use case, and in a 30-minute call we’ll walk through the survey, reporting and deployment options that suit you.

  • A demo built around your scenarios
  • Hosting in the EU (Azure)
  • Tools that support KVKK processes
Request a demoCompare plans