Built for: CX leaders, insight teams, and regional and location managers.
What you can do
Choose your headline measure
Lead with NPS, CSAT or the measure your programme already reports, with trends, prior-period comparison and the comments behind every movement.
Build any survey
A survey builder with matrix, ranking, slider, conjoint and MaxDiff questions alongside the standard types. Add display logic, keep versions you can roll back to, and apply your own branding.
Your topics, applied automatically
Maintain your own topic list. New comments are tagged against it every day, and Hub suggests topics your list does not cover yet.
Find what to fix first
Cross-tabs, a ranked view of what to fix first, and where weakness is concentrated by site, channel or segment.
Map customer journeys
Link survey steps to a journey, compare how each step performs, and send journey events into Hub server to server.
Benchmark fairly
Compare against your own history, across your own sites, channels and languages, and against an opt-in anonymised peer group shown as percentiles.
Model your organisation
A business-unit hierarchy with roll-ups, B2B accounts with contact roles, and seniority weighting for account-based programmes.
Reports that send themselves
Compose executive, detailed or presentation reports in PDF, PowerPoint or Excel, in the reader’s language, and schedule them weekly, monthly or quarterly.
Collecting feedback
- Tracked survey links per channel: email, website, social, QR code and direct link.
- Bulk email and SMS sends with recipient upload, test sends and progress tracking.
- Web and in-page intercepts through Digital Experience.
- Translated surveys with review before publishing, and rules for which language each respondent receives.
- Response quality checks that surface suspicious or low-effort responses before they reach your results.
Getting results out
- PDF, PowerPoint and Excel exports in executive or detailed layouts.
- A key-authenticated data feed for BI tools such as Power BI. Questions you mark as personal are excluded.
- Shareable dashboards that can never show more than the person who shared them can see.
Works with
- Closed-Loop: turn unhappy responses into owned, tracked cases.
- Root Cause Analysis: why scores are moving, and whether fixes work.
- Customer Lifetime Value: which customers are worth the most effort to keep.