NPS, CSAT, CES and AI-powered Voice of Customer analysis

Customer Experience & Voice of Customer

We bring together experience measurement —NPS, CSAT and CES— with your Voice of Customer: we capture feedback at every milestone and channel in real time, analyze it with AI to understand the why behind each score, and close the loop so you can act before losing the customer.

I want to measure my NPS →

Why it matters

Why measure your customers' experience?

What gets measured gets managed. Without experience signals, decisions are made on intuition, and most dissatisfied customers leave without complaining: they simply don't come back.

Why it matters49% of customers in Latin America walk away from a brand they love after a single bad experience (PwC), and acquiring a new customer costs up to 5x more than retaining an existing one.

What it's forIncreasing retention by just 5% can raise profits by 25% to 95% (Bain & Company). Measuring tells you exactly where to act to capture that impact.

What problem it solves96% of dissatisfied customers never complain (Esteban Kolsky, ThinkJar): they leave silently, without giving you the chance to retain them. Measurement surfaces those signals and lets you recover every at-risk customer.

What's included

Metrics at every milestone

NPS, CSAT and CES measured at the critical moments of the journey, not once a year.

Real-time omnichannel capture

Tablet, QR, email, SMS, WhatsApp, web and app — right at the point of contact, when the customer lives the experience.

AI text analysis

Topic and sentiment classification over thousands of comments to understand the why behind every score.

Actionable prioritization

From thousands of verbatims to a short list of actions prioritized by impact.

Detractor alerts

Real-time notifications to handle each case before it escalates.

Close the loop

Follow-up flow to close the loop with every dissatisfied customer and recover the relationship.

Live dashboards

Satisfaction and friction points updating with every response, visible to the whole operation.

Industry benchmarks

Compare your performance against references in your sector and prioritize where to act.

FAQ

Questions about Customer Experience & Voice of Customer

How soon is it operational?

A standard program is operational in 2 to 4 weeks depending on touchpoints and integrations.

Which channels capture feedback?

At the point of contact: tablet, QR code, email, SMS, WhatsApp, web and app, wherever your customer lives the experience.

How does the AI text analysis work?

We classify topics, measure sentiment and cross-reference operational variables to reveal the root causes behind every rating.

Does it integrate with my CRM?

Yes, we integrate capture and alerts with your systems to trigger management where you already work.

What's the difference between NPS, CSAT and CES?

NPS measures loyalty and advocacy, CSAT measures point-in-time satisfaction and CES measures customer effort; together they cover different angles of the journey.

How do I move from the metric to action?

Alerts and close-the-loop turn each detractor into a managed case, and dashboards prioritize the friction points that most impact the business.