Single-use signed link. Pure-CSS landing. No login.
Surveys & CSAT · voice of the customer
Feedback, in context.
Beautifully timed CSAT and NPS prompts that capture feedback when it matters: at the end of a chat, after a ticket resolves, on exit intent. Branded, identity-aware, light and dark. Then the AI reads every response and tells you what to do about it.
Auto-triggered post-resolutionPure-CSS, no-JS landingOne-click AI theme analysisRoutes detractors to tickets
Asks at the right moment
Summarised by AI for you
Live
Voice of the customer
Feedback, measured and acted on.
86%positive CSAT, on the dashboard
Right momentpost-chat, post-ticket, exit intent
No-JSpure-CSS, signed-token landing
1-clickAI tags themes and actions
Under the hood · capture
Three ways feedback comes in.
Post-resolution email, in-chat ratings and NPS, and a feedback inbox that sorts every response by intent. Same widget, same tickets, same CRM; no new tool to embed.
Feedback that lives inside the support flow.
OpsIQ does not bolt a survey tool onto the side of your business. The same widget, tickets and CRM that already talk to your customers ask for feedback at the exact right moment, then score it, route it and summarise it for you.
ResolveAskScoreAct
Survey Designerlive preview
HelpfulNeeds work
Attached to the chat, agent and department.
0510
Time, scroll depth or exit intent, with caps.
RatingIntentServiceMessagePage
5 starready_to_buyOnboardingThe AI handoff was instant./pricing
4 starcomparingSupportNeed clearer setup docs./features
2 starexisting_clientBillingInvoice flow confused me./account
Feedback inbox · tagging
Every response in one inbox, sorted by intent.
Visitor survey responses land in a feedback inbox you can filter by rating, by intent (ready to buy, comparing, just looking, existing client) and by unread.
Each row carries the rating, the message, the page, the country, the device and time-on-site, so you read a two-star response with full context, not in a vacuum. One click runs an AI pass that tags and clusters the themes for you.
Measure & recover
From a number to a saved customer.
CSAT trends, visitor context and low-score recovery sit together, so feedback becomes operating work instead of a report someone checks once a month.
Daily CSAT, per team and agent.
Average rating and response count break down by agent and department across 7, 30 or 90-day windows.
The score travels with the journey.
Every response carries page, country, device, time-on-site, visitor identity, chat lineage and original ticket.
Page /pricingDevice desktopReturning visitorTicket #5524
A low score becomes a follow-up.
Detractors appear in a needs-follow-up list and route to a recovery ticket with the score, comment, original ticket and agent attached.
Service recoveryPriority highOwner assignedFull lineage attached
NPS · live classification
0–10 answers sort themselves into one loyalty number.
Ask the one question that predicts loyalty (how likely are you to recommend us?) and OpsIQ does the maths. Every 0–10 answer drops into the right bucket: 0–6 detractor, 7–8 passive, 9–10 promoter.
The Net Promoter Score recomputes on every response, promoter percent minus detractor percent, and is trended over time so you can see loyalty move, not just a snapshot.
How likely are you to recommend us?
012345678910
6
8
10
62% promoters-14% detractors+48 NPS
Everything included
The full feedback surface, in one place.
Post-resolution CSAT
Auto-emailed after a ticket closes, with a single-use token and a pure-CSS star landing page, no login.
Net Promoter Score
0–10 question with a live promoter / passive / detractor split and an NPS trended over time.
In-chat ratings
Thumbs or 1–5 stars the moment a conversation ends, attached to the chat and the agent.
⚖️ How it compares
vs Delighted, SurveyMonkey & Typeform.
Those are excellent standalone survey tools. OpsIQ isn't trying to out-build a form designer. It wins by living inside the support flow that already serves your customers: auto-triggered at the right moment, identity-aware, and routed back into tickets and CRM with zero extra tool to buy, embed or reconcile.
| What matters | Delighted / SurveyMonkey / Typeform | OpsIQ Surveys |
|---|---|---|
| Built into your support flow | Separate product to integrate | Native: same widget & tickets |
| Auto-triggered after a ticket resolves | Manual send or zap glue | Automatic post-resolution email |
| In-chat rating at conversation end | Not available | One tap inside the widget |
| Knows your logged-in customer | Needs hidden-field mapping | Identity-aware from the widget |
| Response carries page & journey context | Whatever you wire manually | Page, country, device, chat lineage |
| Low score → follow-up ticket | Export + another tool | Routed to a recovery ticket |
| Per-agent & per-department CSAT | Not its model | Broken down in the dashboard |
| AI reads & tags the themes | Charts only; you interpret | One-click AI analysis + summary |
| Pure-CSS, no-JS rating landing | Hosted JS app | Renders in any inbox or browser |
| Extra subscription to buy | Yes, per seat / response | Included in the platform |
Product names belong to their owners and are used only for fair comparison. Many teams run a dedicated survey tool for one-off research and use OpsIQ for always-on, in-flow CSAT and NPS.
Full feature list
Everything in Surveys & CSAT.
Every capability, grouped. ★ marks a stand-out.
| Feature | What it does |
|---|---|
| Survey collection | |
| Post-Resolution CSAT Email Survey ★ | Auto-emails a one-tap star survey a configurable time after a ticket closes; pure-CSS, no login. |
| In-Chat Star & Thumbs Ratings ★ | 1–5 stars or thumbs at the end of a conversation, attached to the chat and the agent. |
| Survey configuration | |
| Auto-Triggered Survey Delivery ★ | Fires on a configurable delay after closure, opt-in per workspace, no manual send. |
| Survey Builder with Live Preview ★ | Drag-drop designer with a real-time preview: visual builder, no code. |
| Custom Survey Questions | Unlimited custom questions you can enable and reorder. |
| Email Address Collection ★ | Optional, non-logged-in email field that routes captured leads to sales. |
| Survey Position Options | Bottom corners, center, or modal: position the survey anywhere. |
| Time-Based Trigger (Delay) | Show after a 15–600s delay (default 120s). |
| Scroll-Depth Trigger | Trigger at a chosen scroll depth, 10–95%. |
| Exit-Intent Trigger | Capture abandoning visitors as the mouse leaves the window. |
| Frequency Capping | Cap by session, day, week or never, to prevent survey fatigue. |
| Thank-You Screen Customization | Custom title and message on the post-submit screen. |
| Submit Button Text | Set your own CTA label on the submit button. |
| Survey Title Customization | Customize the survey title and emoji. |
| Survey design | |
| Theme Presets | Minimal, Card, Bold or Custom: four starting themes. |
| Custom Color Editor | Full color picker with hex input across every element. |
| Typography Controls | Heading size, corner radius, width and button size. |
| Survey Animation Styles | Slide, Fade or Bounce entrance animation. |
| Branding Toggle | Show or hide the OpsIQ credit on the survey. |
| Security & privacy | |
| Capability Tokens (Single-Use, Signed) ★ | Signed, single-use tokens mean no replay or sharing, and no login to respond. |
| Pure-CSS Star Rating Landing ★ | No JavaScript: the rating page renders in any email client, browser or offline. |
| Workspace Isolation ★ | Strictly scoped per workspace; no cross-tenant leak of responses. |
| GDPR-Compliant Consent | Opt-in by default and respects the consent banner at the source. |
| Survey questions | |
| Net Promoter Score (NPS) 0–10 ★ | Auto-classifies promoter / passive / detractor and computes a live, trended NPS. |
| Analytics & reporting | |
| Per-Agent CSAT Breakdown ★ | Average rating and response count for every agent. |
| Per-Department CSAT Breakdown ★ | The same metrics broken down by support department. |
| Feedback Inbox & Response Table | A unified, filterable inbox of responses with full context per row. |
| Intent Classification Filters ★ | Auto-classifies visitor intent: ready_to_buy, comparing, looking and more. |
| Rating-Based Filtering | Filter the inbox by 5★ down to 1★. |
| Unread Feedback Filter | Show only unread responses and mark them read as you triage. |
| Service Interest Tracking | Capture which service or product a visitor is interested in. |
| CSAT KPI Cards | At-a-glance cards: responses, positive rate, average and happy count. |
| Daily Trend Chart | Count and average rating plotted by day. |
| 7 / 30 / 90-Day Windows | Recalculate every metric across the chosen time window. |
| CSV Export of CSAT | Export scores and verbatim comments, scoped to the workspace. |
| Visitor Context Capture ★ | Each response carries page, country, device, time-on-site and identity. |
| Response Modal & Details NEW | Open any response for a full detail modal including the AI insight. |
| Rating Distribution Chart NEW | See the spread of responses across 1–5 stars at a glance. |
| Intent Distribution Chart NEW | Break responses down by journey stage / intent. |
| Paginated Feedback List NEW | Smooth pagination for large response datasets. |
| High-Intent Lead Count ★ NEW | Auto-counts high purchase-intent responses as hot leads for sales. |
| Customer Journey Context ★ | Links each response to the chat or ticket journey that led to it. |
| Device & Browser Detection NEW | Captures mobile / tablet / desktop and the browser used. |
| Geolocation Tracking NEW | Records the visitor's country from their IP. |
| Time-on-Site Tracking NEW | Captures how long the visitor was on site before giving feedback. |
| Returning Visitor Detection NEW | Flags returning visitors apart from first-time ones. |
| Client Identity Linking ★ NEW | Auto-links a response to the client profile when the visitor is logged in. |
| AI analysis | |
| AI Feedback Analysis & Tagging ★ | Reads all responses, tags themes, scores sentiment and writes a summary. |
| Industry-Specific AI Context ★ NEW | A 40+ industry selector makes the AI context aware of your business. |
| Sentiment Analysis ★ NEW | Computes positive / mixed / negative with a numeric sentiment score. |
| AI-Generated Opportunities ★ NEW | Surfaces 3+ concrete product opportunities from the feedback. |
| AI-Generated Immediate Actions ★ NEW | Lists 2+ prioritised actions you can assign right away. |
| Top Demand & Top Concern ★ NEW | Extracts the single biggest demand and biggest friction point. |
| AI Pattern Summary ★ NEW | Auto-summarises the patterns across recent feedback in plain English. |
| Service recovery | |
| Detractor List & Follow-Up Routing ★ | Routes low scores into a high-priority follow-up ticket with full lineage. |
FAQ
Survey questions, answered.
Everything teams ask before they switch on CSAT and NPS: timing, identity, recovery and AI analysis.
When a ticket is resolved, OpsIQ emails the customer a one-tap CSAT survey on the delay you configure (opt-in per workspace). They click a star straight from the email and land on a branded, pure-CSS rating page: no login, no app and no JavaScript. The link carries a single-use, signed capability token, so it can't be shared or replayed.
Yes. Run a 0–10 Net Promoter question that classifies respondents into promoters, passives and detractors and computes a live NPS, alongside 1–5 star CSAT and thumbs ratings inside the chat widget. Each touchpoint is configurable.
Detractors appear in a dedicated needs-follow-up list, and the low score can be routed straight into a follow-up service-recovery ticket (with the score, comment, original ticket and agent attached) so you can close the loop before the customer churns.
Frequency caps prevent over-asking. Cap by session, day, week or never, configurable per survey, and triggers respect the visitor (post-chat, post-ticket, exit intent, not on page load).
Yes. One click runs an AI pass that tags and clusters responses into themes, computes a sentiment score, and writes back your top demand, top concern, 3+ product opportunities, 2+ prioritised actions and a plain-English pattern summary, aware of your industry from a 40+ option selector.
Yes. The CSAT dashboard breaks average rating and response count down by agent and by department across a 7, 30 or 90-day window, with a daily trend chart.
Yes. CSV export of scores and verbatim comments, scoped to the active workspace so you never see another tenant's data, for any date range.
Yes. Opt-in by default for non-essential data; the optional contact-field portion respects consent, and declining the consent banner stops capture at the source.