Surveys & CSAT · voice of the customer
Feedback, in context.
Build and publish multilingual surveys across hosted pages, website widgets and inline embeds. Then unify CSAT, NPS, ticket, chat, Help Center, AI-answer, external-review and custom feedback in one normalized workflow with owners, priorities, follow-up and evidence-linked AI analysis.
10 customer sourcesHosted · widget · embedCustomer-language deliveryEvidence-linked AI
Asks at the right moment
Summarised by AI for you
Live
Voice of the customer
Feedback, measured and acted on.
10 sourcescustomer signals, one index
0–100normalized across metric types
7 statesfrom new through resolved
Evidence-linkedAI briefs preserve their sources
Voice of Customer · source registry
Ten customer signals. One operating index.
OpsIQ preserves where every signal came from, translates unlike metrics to a shared 0–100 scale, and makes each item real work your team can own.
VOICE OF CUSTOMER82normalized / 100
NPSCSATCESStarsThumbsHelpful
Original metric retained. Normalized score added.
WORKFLOWEvidence intact
- 1Newsource indexed
- 2Triagedpriority + tags
- 3In progressowner + team
- 4Resolvedfollow-up complete
AI BRIEFTheme, sentiment and confidenceExact evidence item IDs retained
Internal AI-quality review is governed separately and is never counted as customer feedback.
Survey Studio · build and deliver
Design the instrument. Meet customers where they are.
Start from a template or a blank canvas, build multi-page questions and branching, preview the real hosted runtime, then explicitly publish to a hosted page, website widget or inline embed.
LIVE PRODUCT WALKTHROUGH
One Studio. Three delivery surfaces. One governed release.
Start from a brief, template, import or blank canvas. Shape questions, branching, scoring, outcomes and targeting; compare versions before an authorized operator publishes an immutable release.
01CREATEBrief, AI, template or import
02DESIGNLogic, scoring and 20 themes
03DELIVERPage, widget, embed and QR
04GOVERNCompare, approve and publish
OUTCOMESNPS · CSAT · CES · researchRUNTIMEBranching · validation · scoringTARGETINGAudience · schedule · contextCONTROLVersions · revert · immutable release
Survey StudioWorkspace overview · live
AUTOPLAY
DELIVERY CENTRE
AudiencesPrivate invitationsCampaignsA/B deploymentsQR journeysSigned webhooksImports + replay
Build once, freeze the audience, revoke invitation access when needed, promote a winning deployment and replay signed delivery events without losing attribution.
LANGUAGE CONTRACT
Hosted page + embed: pin a locale or match the visitor; the optional picker only offers translated survey languages.
Ticket CSAT: email and rating page use one chosen locale. Post-chat: can follow the conversation language, with the system language as fallback.
ScoreSourceStatusMessagePriority
92 / 100Chat CSATTriagedThe AI handoff was instant.Normal
74 / 100Help CenterIn progressNeed clearer setup steps.High
26 / 100Ticket CSATNewInvoice flow confused me.Urgent
One inbox · accountable workflow
Every signal becomes owned work.
Mark items read, assign an admin or team, set status and priority, add tags and notes, and configure or complete the follow-up without losing the original source or deep link.
Source adapters support backfill, incremental cursors and reconciliation. NPS, CSAT, CES, stars, thumbs and helpfulness keep their original meaning while gaining a shared 0–100 score for cross-source reporting.
Satisfaction Intel · measure and recover
See the experience. Save the relationship.
One evidence-aware workspace compares human support, AI answers and self-service; watches every customer source; then turns the strongest issue into owned recovery work.
Voice of CustomerFeedback inbox · 21 new signals
LIVE DATASurvey responses, chat and ticket CSAT, Help Center helpfulness, AI-answer ratings and external feedback enter one inspectable queue.
Normalize unlike scores without erasing their meaning, then assign an owner, status, priority, notes and a governed follow-up.
Compare human, AI and self-service performance; save source-linked advice; export it and return to the exact customer journey.
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.
Survey Studio
Start from AI, a template, import or blank canvas; build logic and outcomes, compare versions and publish a governed release.
Ten customer sources
Unifies surveys, website feedback, chat, tickets, AI answers, Help Center, reviews and custom ingestion.
Normalized feedback
Preserves NPS, CSAT, CES, stars, thumbs and helpfulness while adding a comparable 0–100 score.
⚖️ How it compares
Survey collection and feedback operations.
A standalone survey stack is optimized around forms and responses. OpsIQ also gives those responses an operating model alongside feedback already produced by support, knowledge, AI answers, reviews and your own integrations.
| What matters | Standalone survey stack | OpsIQ Surveys + Voice of Customer |
|---|---|---|
| Primary unit of work | Survey and response | Survey plus feedback item |
| Customer-signal coverage | Survey channels and connected imports | 10 native source types |
| Cross-metric comparison | Configured per survey/report | Original metric + normalized 0–100 |
| Support lineage | Requires identity and event mapping | Native chat, ticket, reply and AI-answer sources |
| Operational workflow | Response review and integrations | Owner, team, status, priority, notes and follow-up |
| AI evidence trail | Varies by tool and configuration | Run, confidence, limitations and exact evidence IDs |
| Internal quality boundary | Depends on connected system | Explicitly excluded from customer feedback |
| Source maintenance | Depends on each integration | Backfill, cursor, replay and reconciliation |
Capabilities vary by provider and plan. This compares product architecture, not a claim that every standalone survey product has the same limits.
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. |
| Post-Chat Email Feedback ★ | Sends a distinct follow-up in the conversation language, reuses the conversation topic and memory without a second AI analysis call, and keeps its denominator separate from in-chat CSAT. |
| Survey configuration | |
| Governed Survey Delivery ★ | Publish to a hosted page, website widget or inline embed; support-triggered CSAT remains tied to its originating conversation or ticket. |
| Survey Delivery Centre ★ | Operate pages, widgets, embeds, imports, trigger sets, audiences, campaigns and A/B deployments; promote the winner without losing release history. |
| AI Survey Architect ★ | Turn a plain-language brief into an editable survey draft, generate targeting guidance, inspect every field and publish only after operator review. |
| Audience, Invitation & Campaign Control | Materialize and freeze an audience, issue or revoke private invitation tokens, launch campaigns and retain attribution on every response. |
| QR Journeys & Signed Events | Create QR-ready entry points and save, test, run or replay authenticated delivery webhooks without losing survey or campaign lineage. |
| Survey Studio with Live Runtime Preview ★ | Visual builder plus a signed preview of the real hosted runtime on desktop, tablet and phone. |
| Custom Survey Questions | Build and reorder a rich field kit within your plan's survey limits. |
| Rich Fields & Validation ★ | Compose the question set from supported field types and validation rules, then arrange it across pages. |
| Three Delivery Surfaces | Run the published survey on an OpsIQ-hosted page, inside the website widget or as an inline embed. |
| Targeting & Sampling | Target by page, geography, device, visitor context, schedule and sample; unknown conditions fail closed. |
| Branching, Scoring & Outcomes | Control the path through questions and map computed scores to governed outcome screens. |
| Locale Policy | Pin a survey language or match the visitor, exposing only translations available for the survey. |
| Version Compare, Publish & Revert | Compare revisions before an explicit publish creates an immutable version, then return to a previous release when needed. |
| 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 | |
| 20 Page Layouts & Themes | Choose a layout and governed theme independently, then refine brand copy, colour, type, width, radius and supporting presentation controls. |
| Custom Color Editor | Full color picker with hex input across every element. |
| Typography Controls | Heading size, corner radius, width and button size. |
| Responsive Runtime Preview | Inspect the real signed runtime at desktop, tablet and phone widths before publishing. |
| Published Presentation | Keep delivery consistent across the hosted, widget and embedded surfaces. |
| Security & privacy | |
| Signed Preview Sessions ★ | Short-lived signed previews exercise the live runtime without writing responses or analytics. |
| Workspace-Scoped Access ★ | Survey definitions, publishing operations and feedback records are scoped to their workspace. |
| Controlled Publishing | Workspace access lists and optional second-administrator approval govern who can release changes. |
| Fail-Closed Targeting | A targeting condition that cannot be determined does not silently broaden the audience. |
| Survey questions | |
| Multi-Metric Feedback ★ | Retains NPS, CSAT, CES, stars, thumbs and helpfulness in their original form and as normalized 0–100 values. |
| Analytics & reporting | |
| Ten Customer Sources ★ | Survey, website, chat, ticket, Help Center, AI-answer, review and custom sources enter one feedback model. |
| Unified Feedback Inbox | Review every customer signal with its source, original metric and normalized score intact. |
| Read State & Seven Statuses | Mark feedback read and move it through new, triaged, in progress, waiting, resolved, closed or ignored. |
| Four Priorities | Classify work as low, normal, high or urgent. |
| Administrator & Team Assignment | Place ownership on an administrator or team instead of leaving feedback as an unowned report. |
| Tags, Notes & Follow-Up | Add operating context and record whether customer follow-up is configured and completed. |
| Source Health ★ | Inspect ingestion coverage and recover it through backfill, cursors, replay, rebuild and reconciliation. |
| Source Lineage & Deep Links | Retain the source type and source ID and link back to the originating interaction where supported. |
| Overview, Trends & Segments | Explore normalized movement, source mix, themes, sentiment, segments and detractors. |
| Delivery Funnel & Attribution ★ | Keep sent, shown, started, completed and dismissed as separate denominators and attribute them to the exact page, widget, embed, invitation or campaign. |
| Per-Question & Response Analytics | Inspect completion, question results, NPS distribution, domain, country, device, channel and response detail; open a response or produce its supported PDF record. |
| CSV Response Export | Export workspace-scoped responses with spreadsheet-formula protection and their survey, version and delivery lineage intact. |
| Silent-Rating Filter ★ | Comment-less thumbs and stars keep their aggregate influence without filling the working inbox unless an operator enables them. |
| Satisfaction Intel ★ | Compare human support, AI answers and self-service in one index while preserving the source and denominator behind each view. |
| Saved Reporting | Save evidence-backed reports, download Markdown or supported PDF output, and email the signed-in administrator without exposing a free-form recipient field. |
| AI analysis | |
| Bounded, Redacted Dataset ★ | Analysis uses only the configured feedback window and redacted fields rather than an unbounded data dump. |
| Evidence-Linked Findings ★ | The saved run retains exact evidence IDs, source counts, confidence, privacy threshold and limitations. |
| Advice-Only Survey Tuning | Review optional scheduled AI recommendations for questions and delivery while keeping all changes operator-controlled. |
| Themes & Sentiment | Organizes recurring feedback patterns without discarding the underlying source evidence. |
| Deterministic Fallback | Produces a stable fallback result when a model response is unavailable or unusable. |
| Service recovery | |
| Detractor & Follow-Up Views ★ | Bring low-scoring feedback into the same owned workflow with notes and follow-up completion. |
FAQ
Survey questions, answered.
How survey delivery, normalization, workflow, language and evidence-linked analysis work together.
Ten customer-facing sources: Survey Studio, website feedback, chat CSAT, post-chat email, ticket CSAT, ticket reply feedback, AI-answer feedback, Help Center helpfulness, external reviews and custom API or webhook ingestion.
OpsIQ preserves the original NPS, CSAT, CES, star, thumb or helpfulness value and adds a normalized 0–100 score for cross-source reporting.
On an OpsIQ-hosted page, in the website widget or as an inline embed. The live preview uses a signed, short-lived runtime and does not collect responses or analytics.
Audiences, private invitations, campaigns, QR journeys, embedded deployments and signed event subscriptions. Sent, shown, started, completed and dismissed events remain attributed to the exact delivery.
Hosted and embedded surveys can pin a locale or match the visitor. Ticket CSAT keeps its email and rating page in the customer locale. Post-chat email can follow the conversation language when that translation is available.
Mark it read, set one of seven workflow states and four priorities, assign an administrator or team, add tags and notes, and track follow-up through completion.
A bounded, redacted feedback dataset. The saved analysis includes source counts, confidence, limitations and exact evidence IDs, with a deterministic fallback if a model result is unavailable.
Human support, AI-answer and self-service satisfaction; source health; evidence-linked briefings; and owned recovery work. Silent ratings retain aggregate weight without crowding the working inbox.
No. Internal quality signals are governed separately and are explicitly excluded from the customer Voice of Customer index.