CySurvey is your key to delivering exceptional customer experiences and building a high-performing team. Effortlessly collect feedback, measure satisfaction, and evaluate agent performance using one streamlined tool. Backed by AI and integrated into your call workflows, CySurvey makes customer service and quality assurance smarter, faster, and easier.
Simplifying Surveys for Better Outcomes
Seamless and Efficient
- Automatically send Customer Satisfaction (CSAT) surveys via email or SMS after every call.
- Create and manage Quality Assurance (QA) evaluations for agents with ease.
- Results are instantly visible in agent interaction histories, call journeys, and dashboards.
Powerful AI at Work
- Automate agent scoring and uncover insights like tone of voice and customer sentiment.
- Ensure fair evaluations by analysing the full context of conversations, not just checklists.
Easy to Use and Customisable
- Design surveys your way with our simple survey creator.
- Choose from multiple question types like Yes/No, thumbs-up/thumbs-down, star ratings, and NPS.
- Tailor surveys to your business needs with branding, scoring parameters, and more.
CSAT Surveys: Understanding Customer Feedback
Capture the voice of your customers and identify what's working—and what isn't.
- Automatically trigger surveys after customer interactions.
- Measure satisfaction through clear metrics like star ratings and NPS.
- Gain actionable insights instantly, accessible to both agents and supervisors.
QA Surveys: Elevating Agent Excellence
Evaluate agent performance consistently and effectively.
- Create QA surveys with predefined questions and scoring.
- Use AI to analyze interactions, ensuring fair and context-aware scoring.
- Equip agents with detailed feedback to drive continuous improvement.
"Your call" really has become important
After decades of lip service, "your call" really has become important in that it provides a rare opportunity to build trust and loyalty — or not. This is the result of our Web-based, self-service world leaving few opportunities for actual connection and interaction with customers
There is a gold standard for companies who want to translate customer experience into profitable growth. It's called Net Promoter. Cytrack recommends Net Promoter Score (NPS) as the gold standard loyalty metric for measuring customer satisfaction.
Our CySurvey tool is developed as a powerful but simple survey tool that enables you to ask your customer questions that request a simple 1-10 score and pursue the NPS methodology. You may then set rules to handle or escalate those callers that leave responses you want followed up.
Know The Score
The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company's performance through your customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorised as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your company's NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
Why Choose CySurvey?
For Your Customers
- Immediate feedback ensures you meet and exceed expectations.
- Show your commitment to quality with transparent satisfaction tracking.
For Your Team
- Empower agents with performance insights and actionable feedback.
- Motivate your team with fair, AI-powered evaluations.
For Your Business
- Save time with automation and seamless integration into your workflows.
- Make smarter decisions with real-time data and in-depth analytics.
Ready to Transform Your Service?
CySurvey puts customer satisfaction and agent performance at the heart of your business. With AI-driven automation and easy-to-use tools, you can deliver the experiences your customers love and the results your business needs.