Customer Satisfaction Score (CSAT) Survey
Overall satisfaction, what drove it and what to improve.
At Aarushiya: Sent after every delivery of the AH-W3 band.
Experience management
See why your scores move, then act on it
Join every NPS, CSAT and employee answer to the orders, deliveries, returns, tickets and website visits behind it. Unhappy answers reach the right person with a deadline, and managers get the results by email or in a shared report.
Free plan. No credit card required.
At a glance
27
CX and EX survey templates
10 for customers (CSAT, NPS, CES, post-ticket, post-delivery…) and 17 for employees (engagement, eNPS, pulse, onboarding, exit…).
10
Languages per survey
Translate automatically, edit by hand, and let each person answer in their own language. Two on the Free plan.
6
Sentiment levels on open answers
From very negative to very positive, with topics and named things pulled out of every comment.
Experience data meets operational data
Put every score next to the operation behind it
- Join survey answers to your own data: orders, deliveries, returns, service tickets or any file you upload, matched on an order number, email or customer code.
- Shopify orders, website clickstream and contact-list fields come in as data too, and values carried on the survey link (order, store, agent) travel with every answer.
- Inner, left, right or full joins with suggested keys; the joined analysis gets its own dashboard, pivots and Ask AI.
- Ask why in plain words, such as NPS by order channel or by first-time and repeat buyers, and get the table back.
- Build predictive segments on the joined data, and see trends and forecasts over time.
What you can run
One workspace for the whole programme: ask, follow up, understand and share.
CX programmes
Every customer moment, from a ready template
- CSAT, NPS, transactional NPS and Customer Effort Score surveys.
- Post-purchase, post-delivery and post-ticket surveys, cancellation and churn surveys, and B2B relationship surveys.
- The NPS Feedback Loop campaign: invite, survey, reminder, detractor follow-up and promoter thank-you on one timeline.
- Change any question, brand it, and run it in up to 10 languages with automatic translation you can edit.
Collect everywhere
Ask where your customers already are
- Links and QR codes, each collector counting its own opens and responses.
- Website embeds and pop-ups with page targeting and exit intent, and in-app surveys in a WebView.
- Native WhatsApp forms, plus email and SMS sends from your contact lists.
- Email reminders that go out a set number of days after the invitation.
- Offline collection for field agents signed in on a device, and an end page that restarts the survey for the next person at a counter or in a store.
Close the loop
Unhappy answers reach a person, with a deadline
- A flow runs on every new answer and checks the score or the sentiment of a comment.
- It creates a task with an owner and due date and messages the customer on WhatsApp, email or SMS.
- The team works the case in a thread and resolves it, with a resolution summary written by Generate with AI.
- Overdue tasks send reminders and can start their own escalation flow; the outcome can be written back to the response.
- Reply to Google reviews from a flow when your Business Profile is connected.
Understand
Read every comment, spot every shift
- Text analytics on every open answer: six sentiment levels, topics, and your own entities with analyst corrections.
- Trends with forecasts and anomaly markers on the weeks that broke the pattern.
- Pivots and cross-filters by country, product, channel or any answer.
- Segments built from rules, clustering or predictions.
- Ask AI questions about the data in plain words.
Employee experience
Listen to your people from joining to leaving
- Engagement, eNPS, pulse, DEI, 360-degree feedback, onboarding at 30, 60 and 90 days, and exit surveys.
- Limit who may answer: your company email domain, a staff list, or anyone signed in.
- Import staff from a CSV into a contact list as your HR source, with department and site fields.
- A flow adds each new joiner, waits 30 days and sends the onboarding check-in.
- Low pulse answers become follow-up tasks for the site's HR partner, tracked in the Action Center.
Customer Care at Aarushiya Healthtech
The Dubai support desk and the Pune service team ask every customer how the last ticket went, and fix the bad ones the same day.
When a ticket closes, the customer gets the post-ticket survey on WhatsApp or email. The ticket number travels with the link, so every answer is tied to its case.
A flow reads each comment. A negative one creates a call-back task for the team lead with a due date and sends the customer a WhatsApp message saying someone will call.
The team lead picks up the conversation in the shared inbox, adds a private note for the service centre and replies on the same WhatsApp thread.
Every comment gets a sentiment level and topics. The CX lead opens a topic such as app pairing and reads the comments behind it.
One click on a country narrows every card on the dashboard, so the team sees how Germany scores against India this quarter.
Aarushiya Healthtech is a fictional company used for illustration.
All Experience management capabilities
299 capabilitiesSurveys and forms
- Drag-and-drop survey designer
- AI survey builder from a prompt
- 90 templates in 7 languages
- NPS and post-purchase templates
- Employee engagement and lifecycle templates
- Ready question blocks
- Edit together in real time
- Version history with rollback
- Preview on every device
- Share a preview with reviewers
- Ask our team to build it
- 23 question types
- Answer labels from 11 ready scales
- Free text with checks and AI
- Slider
- NPS question
- CSAT ratings in icon styles
- Matrix and Likert scales
- Video answers in the browser
- Appointment booking in the form
- Skip and branch logic
- Show or hide pages, questions, options
- Answer and link-value piping
- Custom variables in links
- Skill tags and explanations
- Order numbers and confirmation page
- Refunds, cancellations and restock
- Multilingual surveys from 191 languages
- Automatic translation on save
- Respondent language and right-to-left
- Buttons and messages in every language
- Change the default language
- Campaigns, WhatsApp forms and banks in every language
- Themes, fonts and saved brand theme
- Your own logo on surveys
- Four survey layouts
- Surveys on your own domain
- Designed end pages
- Respondent accessibility controls
- Restart for the next respondent
- Text styles, visibility switches and Unsplash backgrounds
- Links and styled QR codes
- WhatsApp forms inside the chat
- Email sends with reminders
- Website embeds and popups
- Surveys inside your mobile app
- Shopify storefront placement
- Opens and responses per collector
- Embed events API
- Embed targeting rules
- Who can answer restrictions
- Respondent sign-in with Google, Apple, Microsoft
- Public surveys without login
- Opening and closing dates
- Respondent rewards and vouchers
- Edit responses after submitting
- Partial response capture
- Your own not-eligible message
- Stop repeat answers on a collector
- Team alerts on new responses
- Six sentiment levels
- Uploads and videos read by AI
- Your corrections come first
- Survey Response trigger
- 26 survey flow templates
Campaigns
- Content in several languages
- Restorable version history
- Email campaigns
- WhatsApp template campaigns
- SMS from your own number
- Slack and Microsoft Teams posts
- Survey and form steps
- QR codes for steps
- Drag-and-drop email and page designer
- Embed surveys and reports
- Personalisation with merge variables
- 32 email and page templates
- Ten ready-made campaign plans
- WhatsApp template library
- Static and dynamic audiences
- Steps sent by flows
- Resend a step from flows
- AI conversational follow-up
- Replies land in shared inbox
- Live step tracker
- Per-recipient link tracking
- Campaign analytics dashboard
- Top engaged recipients
Workflows
- Visual flow designer
- Parallel steps
- If / else-if / else paths
- AND / OR condition groups
- 19 comparison operators
- Score and answer routing
- Plain-language conditions
- Record fields in any text
- AI explains a run
- 60+ flow templates
- Survey response trigger
- Unified message trigger
- Shopify store events
- Social media triggers
- Slack, Teams and Outlook triggers
- Task event trigger
- Thread event trigger
- Website clickstream trigger
- Campaign step events
- Run once on existing records
- Wait step
- Send email
- Send SMS
- WhatsApp messages and forms
- Reply on the same channel
- Slack and Teams alerts
- Social posts, replies and DMs
- Google Business Profile replies
- 58 Shopify store operations
- Update contact lists
- Write back to responses
- Create organisation users
- Generate PDF documents
- AI reads files and media
- Call your AI agents
- Open conversation threads
- Create tasks from flows
- Approve item by item
- Continue after approval
- Due-soon and overdue reminders
- Action Center task inbox
- Per-step run counts and history
- Step-by-step run trace
- Re-run a step or whole run
Conversations
- Email to your own addresses
- WhatsApp Business conversations
- Two-way SMS on your number
- Facebook post comments
- Replies on X
- Replies join their thread
- Campaign shown on each reply
- Inbox, Sent, Archive, Trash, Spam
- Live counts per folder
- Star and pin conversations
- Snooze until later
- Read and unread per agent
- Report spam
- Real-time new arrivals
- Newest or oldest first
- Search conversations
- Filter by channel, campaign, list
- Filter by delivery status
- Unread and attachment toggles
- Shareable view links
- Media plays in the thread
- HTML email in a safe frame
- Remote images hidden by default
- Per-message delivery timeline
- Conversation details panel
- Assign conversations
- Assigned to me and Unassigned
- Private notes with @mentions
- Coloured labels as folders
- Pull into a team thread
- Reply on the customer's channel
- Team saved replies
- WhatsApp 24-hour window tracking
- Approved WhatsApp templates
- Record WhatsApp voice notes
- Attach files to replies
- Drafts saved on the server
- Undo send for five seconds
- Send and archive
- New message beside the thread
- Link a message to a campaign
- Verify your sending domain
- Addresses with sender names
- Connect a Twilio or Telnyx number
- WhatsApp Business via Meta signup
- Choose the sending address or number
- Folders for delivery problems
- Bulk triage actions
- Act on every matching conversation
- Send one follow-up to many
- Add senders to a contact list
- Undo triage actions
- Open the campaign's results
- Full keyboard shortcuts
- Phone layout with swipe actions
- Personal inbox settings
Analytics
- Auto-built survey dashboards
- Survey health cards
- Survey drop-off flow
- Response location map
- Click-to-filter dashboards
- Answer filters and date range
- Dashboards refresh every minute
- Drag-and-resize dashboard layouts
- Admin default dashboard layout
- Workspace home dashboard
- Role-based default dashboards
- Widget library and templates
- Admin-pushed widgets and shortcuts
- Feedback on the survey itself
- Guided widget builder
- Widgets across platform data
- NPS and rating charts
- Word cloud of answers
- Trends over time
- Synced crosshair across trends
- Forecasts on survey trends
- Unusual-period detection
- Pivot tables (Stats view)
- Six-level answer sentiment
- Topic classification of comments
- Named-item extraction
- Summaries of uploaded files
- Text analytics view
- Read comments behind a topic
- Correct AI tags
- Text analytics on datasets
- Ask AI in plain language
- AI forecasts, correlations and cross-tabs
- Turn AI answers into widgets
- Joined multi-source analyses
- Rule-based segments
- Automatic clustering segments
- Segments in responses and downloads
- Responses grid
- Edit or delete responses
- CSV and Excel downloads
- OData feed for Power BI
- Data API with expiring keys
- Drag-and-drop report builder
- PDF report export
- Shareable report links
- Reports restricted by email or domain
- Scheduled report emails
Collaboration
- A workspace for every team
- Invite teammates by email
- Admin, Surveyor and Agent roles
- Read-only access for Agents
- Push dashboard widgets by role
- Edit campaigns together
- Edit portals together
- Share a preview with teammates
- Threads on any piece of work
- Threads on a single question
- Discuss an individual response
- Resolve with a written summary
- Internal-only threads
- Alerts for stalled threads
- Choose which alerts reach you
- Turn a message into a task
- Create a task on any record
- Assignees and approvers on tasks
- Corrections apply only when approved
- Two-step verification
Portals
- Portal list and management
- Multi-page visual portal designer
- Starter portal templates
- AI drafts portal pages
- Twelve portal building blocks
- Per-page access levels
- Mobile app shell navigation
- Version history, compare, restore
- Portal content auto-translated
- Your own portal domain
- Domain mapped to workspaces
- Logo and sign-in page text
- Installable portal app
- Portal-branded sign-in emails
- Email and password sign-in
- Passwordless email sign-in link
- Self-registration per portal
- Auto-approve or approval queue
- Two-factor sign-in for participants
- Participants admin
- Add people or import CSV
- Surveys listed in the portal
- My responses with filters
- Manage own uploaded files
- Edit a submitted response
- Scores and attempt history
- Certificate downloads
- Quiz leaderboard
- Personal dashboard widgets
- Participant report pages
- Own-records data lists
- Match rows by email, phone, ID
- Record detail pages
- Personal KPI tiles
- Records from your own API
- My tasks in the portal
- One-step task review
- Conversation threads with live updates
- Self-service profile
- Offline changes sync later
Start from a template
Ready surveys and a follow-up flow. Change any question, then share.
Customer Effort Score (CES) Survey
How easy it was to get a request handled, using the standard CES 2.0 question.
At Aarushiya: Sent when a warranty claim is closed.
Customer Support (Post-Ticket) Survey
Rate the support you just had, whether it was solved, and what went wrong.
At Aarushiya: The Dubai desk's survey after every ticket.
Employee Net Promoter Score (eNPS) Survey
Would your people recommend working here, and why.
At Aarushiya: Part of the quarterly pulse.
Employee Pulse Survey
A short, regular check on workload, support and morale.
At Aarushiya: Every quarter, in English and Hindi.
New Hire Onboarding Survey (30/60/90 Days)
How the first months went: role clarity, tools, training and team.
At Aarushiya: Sent 30 days after joining by a flow.
Exit Interview Survey
Why people leave and what would have kept them.
At Aarushiya: Sent to everyone who leaves a service centre.
Create Task from Survey
A flow that turns each matching answer into a task for a named person.
At Aarushiya: Low pulse scores become follow-ups for HR partners.
Aarushiya Healthtech is a fictional company used for illustration.
Questions about experience management
There is no anonymous mode and no minimum group size that hides small teams today. If you share a public link with no sign-in and leave out name and email questions, answers are not tied to a person, but technical details such as device and browser are still recorded. Tell your people exactly what you collect.
No. We do not publish benchmark scores from other companies. You compare your own results over time, across countries, sites, products or channels, and against your own operational data.
There is no built-in HRIS connector. Import your staff list from a CSV into a contact list, with department, site and start date as fields, or send records in from your HR system through a webhook or the REST API.
Not as automatic per-manager data scoping. You can share a report restricted to named email addresses, filter it to one department or site, and push dashboard widgets to a role or to named members.
Upload files such as order, delivery, return or ticket exports (CSV, Excel and more), bring in Shopify orders and website clickstream, or carry values such as the order number on the survey link. Then join them to the survey answers on a shared key.
Limit the survey to people who sign in with your company email domain, to a list of email addresses or mobile numbers, or to anyone signed in. People can sign in with Google, Microsoft or Apple.
Share a link, QR code, website embed, in-app survey or Shopify storefront. Campaigns add email, WhatsApp, SMS, Slack and Teams sends on one timeline, and email sends can follow up with scheduled reminders.
Yes. Add up to 10 languages to a survey (two on the Free plan), translate automatically and edit any line. Right-to-left languages such as Arabic are supported.
A flow runs on every new answer. It can check the score, the sentiment of a comment or any other answer, then create a task with an owner and due date, send a WhatsApp, email, SMS, Slack or Teams message, or both.
You can build and share CX and EX surveys on the Free plan. Follow-up flows, AI sentiment on comments, link values, joins with your own data and campaigns come with Professional and Enterprise.
Hear from customers and staff, see why, and act on it
Start with a CSAT, NPS or pulse template today, then join it to your orders or tickets and add follow-up flows when you are ready.
No credit card required.