Satisfaction Survey
Collect feedback, analyze NPS and CSAT reviews, and transform the voice of the customer into concrete action plans for continuous improvement and retention.
Satisfaction surveys answered without a structured treatment workflow result in ignored feedback, recurring issues, and lost opportunities for customer retention.
With BlueService®, your company structures a complete satisfaction survey process, allowing you to collect feedback via external forms, analyze NPS and CSAT ratings, handle complaints with agility, and execute action plans for the continuous improvement of the after-sales customer experience.
Complete control of satisfaction surveys and action plans
Get visibility into every stage of the process, including evaluation analysis, handling negative feedback, action plan execution, and closure.
There are many benefits
Turn the voice of the customer into action and increase retention
Centralize satisfaction surveys and feedback in a single flow
Organize NPS reviews, CSAT, complaints, and compliments in a standardized environment, ensuring no feedback goes unaddressed.
Analyze reviews and direct the appropriate treatment
Classify feedback by rating type and automatically direct it to the right person, reducing the risk of churn with more agility and efficiency in post-sales.
Structure action plans based on negative feedback
Turn complaints into opportunities for continuous improvement with organized, traceable action plans with defined owners.
Reduce response time and increase customer retention
Address feedback quickly, track customer satisfaction metrics, and make decisions based on the voice of the customer in real-time.
Understand how it works
How the satisfaction survey process works in practice
Submission of the survey
Use the BlueService® External Form to make the satisfaction survey available in a simple, standardized, and accessible way for any customer, at any stage of the post-sales journey.
1. Evaluation analysis
Use BlueService® Activity Management to organize received evaluations, define responsible parties, and track triage progress with full visibility of the volume of open feedback.
2. Positive or neutral evaluation
Utilize os Gatilhos Automáticos da BlueService® para direcionar a avaliação automaticamente para encerramento ou para o fluxo de plano de ação conforme a decisão registrada, eliminando etapas manuais no tratamento de feedbacks.
3. Negative evaluation and action
Utilize los Campos Dinámicos y Formularios de BlueService® para estructurar el registro del análisis y del plan de acción de forma estandarizada, garantizando la trazabilidad completa del tratamiento de cada queja y del ciclo de mejora continua.
4. Execution of the action plan
Use BlueService® Activity Management to track responsible parties, deadlines, and the progress of each action, and Automatic Notifications via Email and WhatsApp to keep everyone informed about the plan's progress.
5. Encerrado
Utilize as Estatísticas da BlueService® para acompanhar volume de feedbacks por tipo de avaliação, índice de NPS e CSAT, tempo médio de tratamento de reclamações e evolução dos indicadores de retenção de clientes ao longo do tempo.
Process Completion
Use the BlueService® Hour Log to ensure traceability, auditing, and compliance.
Have total control of Satisfaction Surveys from start to finish
With BlueService®, Sales no longer operates on guesswork and now has a structured, automated, and trackable process.
Collect feedback and NPS and CSAT evaluations in a standardized way
Analyze and classify the voice of the customer with agility
Structure action plans based on negative feedback
Track the execution of improvements with traceability
Reduce churn and strengthen the post-sales customer experience
Monitor customer satisfaction and retention indicators in real time
Blue AI
Use Blue AI as a business AI solution integrated into BlueService® to analyze customer feedback, identify patterns of dissatisfaction, and optimize the targeting of action plans.
Satisfaction Survey
Analyze the received satisfaction rating, classify the feedback sentiment, and automatically suggest the most appropriate course of action for handling it, prioritizing critical cases of retention and churn risk.
Feeling
Evaluation
Churn Risk
Blue AI automatically analyzes the content of local feedback received, classifies the evaluation type, flags churn risks and customer loss, and assists in prioritizing and directing complaint handling for CS and after-sales teams.
Automate other Sales and CS processes
BlueService® has several pre-configured processes and functionalities that accelerate the implementation of your operation.
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Product Return
Structured process to collect, analyze, and store customer feedback and evaluations. It allows tracking the customer's perception of products, services, or support, generating insights that help identify improvements, increase satisfaction, and strengthen the relationship with the customer.
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Lead Generation
Process that organizes and controls product return requests, including analysis, approval, and management of refunds. Ensures traceability of requests, agility in customer service, and greater control over the stages involved in the return.
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Satisfaction Survey
Process for registering, qualifying, and tracking potential customers interested in products or services. It centralizes information about business opportunities, making it easier to assess the lead's profile and supporting the sales team in prioritizing and conducting negotiations.
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B2B Sales Funnel
A process that organizes and tracks the entire customer journey in the B2B sales cycle, from the first contact to the closing of the deal. It allows you to visualize the stages of negotiation, monitor opportunities, and improve the management of commercial activities.
Questions about the Satisfaction Survey
What is a customer satisfaction survey?
It is a structured process to collect feedback, measure the level of satisfaction, and identify areas for improvement in the customer's experience with the company, product, or service.
What is NPS and how to use it?
NPS (Net Promoter Score) is a customer satisfaction indicator that measures the likelihood of recommending the company. With BlueService®, it is possible to collect, analyze, and process NPS evaluations in a structured and traceable workflow.
What is CSAT and how does it differ from NPS?
CSAT (Customer Satisfaction Score) measures customer satisfaction in specific interactions, such as support or delivery. In contrast, NPS measures overall satisfaction and the likelihood of recommendation. With BlueService®, you can work with both indicators in the same satisfaction survey flow.
How to structure a satisfaction survey process?
With BlueService®, you can send surveys via external forms, classify the feedback received, address negative evaluations with action plans, and track customer satisfaction and retention indicators in real time.
How to handle negative feedback and reduce churn?
The platform organizes the complaint handling workflow with in-depth analysis, a structured action plan, defined owners, and execution tracking until closure, reducing the risk of churn and strengthening customer retention.
Como usar a pesquisa de satisfação para retenção de clientes?
Identificando padrões de insatisfação, tratando feedbacks com agilidade e executando planos de melhoria contínua, transformando a voz do cliente em ações concretas de retenção e melhoria da experiência do cliente.
Como acompanhar os indicadores de NPS e CSAT ao longo do tempo?
As Estatísticas da BlueService® permitem monitorar a evolução do NPS e CSAT, o volume de feedbacks por tipo de avaliação, o tempo médio de tratamento de reclamações e os resultados dos planos de ação executados.
Como automatizar o envio de pesquisas de satisfação?
Com BlueService®, é possível configurar o envio automático da pesquisa por e-mail ou WhatsApp em momentos estratégicos da jornada do cliente, como após atendimentos, entregas ou renovações no pós-venda.
How to use AI in customer feedback analysis?
Blue AI can classify review sentiment, identify patterns of dissatisfaction, assess churn risk, and automatically suggest the most appropriate course of action for each type of feedback received.
Discover more Solutions
BlueService® is a complete BPM platform that integrates all sectors of the company in one place, offering pre-configured processes for HR, Legal, Financial, Operations, Sales, Logistics, and much more, with automation, standardization, and total control of the process journey.