Built for: CX leaders, insight teams, and regional and location managers.
What you can do
The programme on one screen
Lead with NPS, CSAT or the measure your programme already reports, with trends, comparison against the period before, and every tile opening the tab that explains it.
Build any survey
A guided builder with every common question type, plus matrix, ranking, slider, conjoint, MaxDiff, file upload, signature and video questions. Add display logic, sections with their own introduction, versions you can roll back to, and your own look and feel, then test the whole flow before launch.
Every response behind the number
Read each response, comment and recovery case behind a score, filter by location, region, channel, language or customer tier, and see how many responses your filter leaves.
Your topics, applied automatically
Keep a topic tree up to three levels deep, start it from an industry starter or from your own comments, and let Hub tag new comments against it. One comment can raise several topics, a person can check and correct the tagging, and every change to the tree is kept so any version can be restored.
Read comments in your own language
Translate a single comment or a whole response into the language you read, without changing what the customer wrote.
Find what to fix first
Every topic ranked by its effect on the score, where weakness is concentrated by site, channel and segment, and which drivers move the outcome, survey by survey. Groups too small to read are marked as thin rather than scored.
Map customer journeys
Link surveys to the stages of a customer lifecycle, set a goal per stage, and see where customers drop between stages and how markets compare.
Benchmark fairly
Compare against your own history and across your own sites and channels, and see where you sit against published industry percentiles.
Tabs of your own
Add your own tabs with charts, headline figures and notes, cut by anything, with their own date window, saved views and comparisons against a target or a previous period. Figures come from the same place as the module’s own, so two tabs never disagree.
Collecting feedback
- Tracked links per channel, short links and QR codes, with each channel’s link in one share dialog.
- Bulk email and SMS sends with a branded invitation you preview before sending. The first question can be answered inside the email itself.
- Surveys sent from your CRM, such as Salesforce, with the customer details it holds carried on the link, so the CRM keeps the person and Hub keeps the questionnaire.
- Web and in-page intercepts through Digital Experience.
- Distribution you can follow: links issued, opened and completed, and where people stop in the survey.
- Translated surveys where every machine translation stays a draft until someone approves it on the question card.
- Response quality checks that surface suspicious or low-effort responses before they reach your results.
- The survey owner hears when a survey launches, gets its first response, reaches milestones and its target, and closes.
Getting results out
- Programme reports and survey reports as a PDF or a presentation, in the reader’s language and with your own branding.
- Reports emailed to named recipients on a schedule, and held back with the count when a period has too few responses.
- A CSV of every response in full, and a key-authenticated data feed for BI tools such as Power BI. Questions you mark as personal are excluded.
- Results pushed to Salesforce and Power BI. See Integrations and data.
- 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.