Enterprise CSAT & NPS Survey Programs

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Run Customer Feedback as an Operating Program, Not a One-Time Survey

Customer feedback becomes more valuable when it is connected to the interaction that caused it, collected quickly and made available to the teams that can act on it.

IVR Lab supports ongoing CSAT, NPS, CES and other feedback programs across voice, SMS and secure messaging. Use the platform directly, have IVR Lab manage the program, or combine both approaches. Surveys can be scheduled, triggered by business events, connected through APIs and webhooks, and configured around your reporting and operational requirements.

CSAT, NPS and CES Measure Different Things

IVR Lab can support several common customer experience measures within the same survey environment:

CSAT measures satisfaction with a specific interaction, service or experience.
NPS measures willingness to recommend and is commonly used as a broader relationship indicator.
CES measures how easy or difficult a customer found a task or interaction.
Other rating, multiple-choice, yes/no and open-ended formats can be added to the same program.

Managed Survey Programs

Have IVR Lab handle more of the day-to-day work.

We can create surveys, oversee schedules, monitor campaigns and manage ongoing changes.

Platform Access

Give your team direct control.

Create and operate survey activity internally while using IVR Lab infrastructure, reporting and integration capabilities.

Custom Reporting

Use the data the way your organization needs it.

Use standard reporting, export raw responses, or ask us to build a report or calculation around your requirements.

API Automation

Trigger surveys from business events..

Use APIs and webhooks to start activity and connect survey results with the systems already used by your organization.

What will you build?

Talk to us about your usecases

Keep the Score and the Underlying Data

IVR Lab can calculate standard survey scores while preserving the individual response data behind them.

Use our reporting for day-to-day monitoring, or export the underlying data into your own BI, analytics, CRM or reporting environment. Your survey program does not have to depend on a single dashboard.

Use the Platform, Use Our Team, or Combine Both

The operating model can match the resources your organization already has.

Build Survey Flows Around the Customer

Conditional branching and skip logic allow the survey to change based on earlier responses. A detractor can receive a different follow-up from a promoter. A question can be skipped when it does not apply. Different customer groups can follow different paths without creating a separate survey for every scenario.

Reach Customers Across Voice, SMS and Secure Messaging

Different audiences respond to different channels. Programs can use voice, SMS, secure messaging, or a combination based on the workflow and data being collected.

Multilingual survey paths can also be added based on program requirements.

Automation and Integration

APIs and webhooks can trigger surveys after calls, appointments, deliveries, transactions or other business events. Reference data can be passed into the survey so responses remain connected to the correct customer or interaction.

If your integration, workflow or reporting requirement is not already available, IVR Lab can build it.

Multilingual Survey Programs

Survey respondents can be routed into the appropriate language by selection, by data provided with the campaign, or by program rules. Languages can be added based on the audience and project requirements.

Examples include Spanish, French, Russian, Arabic, Portuguese, German, Chinese, Hindi, Farsi, Armenian, Korean, Filipino and Vietnamese. Open-ended comments can also be recorded, transcribed and translated where required.

Open-Ended Feedback With More Context

Voice surveys can record open-ended comments and, when configured, provide transcription, translation, summaries and redaction. This gives teams access to both the score and the respondent’s own words.

Built for Enterprise Requirements

Survey programs can be configured around security, data handling and access requirements without turning compliance into the entire product story

HIPAA compliant workflows where required
SOC 2 practices and security controls
Encryption in transit and at rest
Configurable retention
Audit logging
Data export and custom reporting options

Close the Loop on Low Scores

A low score does not have to sit in a report. Defined answers or outcomes can trigger notifications, routing, follow-up workflows or webhooks so the right team knows when a response may require attention.

Works Across Industries

The same core platform can support customer and stakeholder feedback programs in financial services, healthcare, transportation, retail and other industries where response handling, security, integration and scale matter.

Talk to Our Team

Tell us how you collect customer feedback today, what you want to measure and what should happen after a response is received.

We can walk through the workflow and show you a demo focused on the parts of the platform that matter to your program.

Specializing in Creating Customized IVRs, Voice, SMS, Chat and HIPAA Compliant Secure Message Applications