Metrics at every milestone
NPS, CSAT and CES measured at the critical moments of the journey, not once a year.
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 →What's included
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.
Let's talk
Ready to truly listen to your customers?
We'll show you how an ADA LAB CX and Voice of Customer program looks on your own data.