Customer experience and voice of the customer
Most VoC programs collect scores that nobody acts on. A satisfaction dashboard nobody reviews, an NPS number reported quarterly, and detractor comments discovered when the customer already tweeted. Sentink connects listening to the moment of truth: CRM- and ticket-triggered surveys via API or webhooks, automatic NPS scoring with promoter, passive, and detractor breakdowns, AI theme clustering on open comments so product hears the issue before support does, and dashboards ops teams already trust—with follow-up handled in your CRM, ticketing, or automation stack.
Where this work usually breaks
If these sound familiar, you are in the right place.
- Dashboards without accountabilityThe NPS number lives on a slide reviewed every three months. Nobody is assigned to a detractor, nobody tracks recovery, and the score becomes a historical KPI instead of an operational signal.
- Third-party aggregator delivery is a black boxYou own the brand but not the delivery experience. Late orders, cold food, or a rude driver hit your VoC without a way to distinguish channel—so operations blames the kitchen and the aggregator blames the roads.
- Detractor recovery arrives after the tweetBy the time the weekly report lands, the unhappy customer has already left a review, switched providers, or opened a chargeback. Batched insight means missed recovery.
- Product feedback stuck in the CX inboxCustomers describe a broken checkout step or a confusing pricing screen in the comments, but the theme never reaches the product manager—because open text is a PDF appendix nobody clusters.
Best feature · Buy respondents for concept and offer tests
Test the offer, message, or product before the CRM catches up
Some CX decisions cannot wait for organic completes. A cancellation offer, a new pricing screen, a beta feature that needs a matched control group—if you wait for CRM sample to trickle in, the launch window closes. Sentink lets you buy target-shaped respondents in hours inside the same VoC workspace, so product concept tests, win-back offer validation, and market perception checks share the theme analysis and dashboards your CX team already uses.
- Concept, offer, and pricing tests with matched target audiences before the CRM list can recruit them
- Augment low-incidence segments (churned, high-value, specific tier) with purchased sample and source-tag both
- Prepaid USD escrow with pay-per-qualified-complete—no aggregator invoice reconciliation
- Bought-sample studies feed the same theme clustering and dashboards as organic VoC
- LiveDashboards refresh as responses arrive—including NPS and satisfaction KPIs
- HoursConcept and offer tests from brief to first crosstab
- One workspaceOrganic VoC and purchased-sample tests share the same analysis path
What teams run here
Industry-specific programs—not a generic checklist copied across pages.
- Post-interaction satisfaction surveysSurvey after support tickets, deliveries, branch visits, or digital completions—short enough for busy customers, structured enough for ops to cut by branch and agent.
- Recurring relationship NPS surveysQuarterly or rolling NPS with driver questions tied to product and service pillars, comparable across segments, regions, and cohorts.
- Customer effort rating questionsMeasure friction in onboarding, billing, and self-service with rating scales and cross-tabs so digital teams know which step to remove—not which broad journey needs "improvement".
- Journey & touchpoint mappingLink scores to lifecycle stages (discover, buy, use, renew) with source tags so leadership sees where drop-off happens and why.
- Churn & win-back listeningCapture cancellation reasons in the moment and test recovery offers on a purchased matched sample when cancelled lists are too small to A/B.
- Product & feature feedbackBeta feedback, release validation, and roadmap prioritization from active users—or recruited respondents who match your ICP but are not in the CRM yet.
What you actually measure
- NPS, satisfaction & effort ratingsHeadline scores, averages, distributions, and Top-2-Box by segment and channel
- Driver analysisWhich attributes actually move the headline metric, not just what correlates
- Promoter mixAutomatic NPS scoring with promoters, passives, and detractors you can segment and trend
- VoC themesEmerging issues from open text before they hit review sites and social media
Proof points you can verify in product
Concrete capabilities—not slideware promises.
- LiveRefreshing dashboardsOperational dashboards update as responses arrive—including NPS KPIs and satisfaction averages.
- HoursConcept / offer testsBuy respondents to validate messaging, pricing, or recovery offers without waiting on CRM segment fill.
- WebhooksOps handoffPush completions and scores into Slack, Teams, CRM, or ticketing so your team owns recovery outside Sentink.
- BIExecutive CX viewsREST and scheduled feeds into Salesforce, HubSpot, Zendesk, and the BI dashboards leadership already opens.
What makes the work easier
- Branded respondent experiences on your logo, colors, and domain—no third-party form watermark
- Buy responses to augment low-incidence segments and accelerate concept, offer, and pricing tests
- Post-interaction survey triggers via API and webhooks from CRM, ticketing, POS, and delivery systems
- Automatic NPS scoring with promoter, passive, and detractor breakdowns on 0–10 scales
- AI theme and sentiment clustering on open feedback in Arabic and English
- Dashboards and exports designed for CX, product, and operations leaders—not just for analysts
End-to-end on one platform
From brief to decision—including buy respondents when your lists cannot fill.
- Map the touchpointsIdentify the moments of truth—support close, delivery received, onboarding step, renewal date—and match each to the right survey format and length.
- Trigger from CRM & ticketingAPI and webhook triggers fire from Salesforce, Zendesk, HubSpot, or your delivery platform—no manual sends, no batch exports.
- Field & watch scores refreshResponses land quickly; live dashboards show NPS and satisfaction scores as completes arrive so ops can prioritize follow-up.
- Cluster & tagAI themes cluster open comments; source tags separate aggregator, owned, and purchased sample so ops sees clean signal.
- Driver & journey analysisCross-tabs highlight which attributes actually move NPS, satisfaction, and effort ratings by segment, channel, and journey stage.
- Hand off & re-measurePush scores and verbatims into CRM or ticketing via REST and webhooks, then field a follow-up survey to see whether the intervention worked.
The right questions at the right touchpoints
Design short post-interaction surveys that respect customer time, and deeper relationship studies when you need diagnostic depth. Branching routes each persona to the questions that actually matter to them—Arabic and English stay in sync from one master version.
- Share survey links in email, in-app, receipts, and SMS via your own provider or automation
- Generate personalized survey links for WhatsApp distribution
- QR at physical locations for immediate post-visit feedback without an app install
- Automatic language detection or explicit language choice for bilingual respondents
From scores to what to do next
Blend structured metrics with open feedback. Sentiment views surface emerging pain points—wait times, product quality, digital bugs, aggregator delivery—while narrative reports are ready for weekly ops reviews without a slide-building night.
- Compare waves to see the operational impact of process changes
- Drill from national score to branch, agent, driver, or store level
- Share bilingual summaries with franchise and partner networks automatically
Act on low scores with your front line
VoC programs fail when insights stay in a dashboard. Use webhooks and REST to push low scores and verbatims into Slack, Teams, or ticketing so the owner who can recover the customer works in tools they already trust—then re-measure with a follow-up survey.
- Webhooks to Slack, Teams, Zendesk, or your ticketing platform
- Promoter, passive, and detractor cuts for prioritization
- Coach front-line teams with verbatim examples, not only average scores
Integrate with the tools CX teams already run
Connect Sentink to Salesforce, Zendesk, HubSpot, and custom stacks so scores land next to customer records. Every interaction is informed by recent feedback, and purchased-sample tests use the same analysis path as organic VoC—no separate research vendor to reconcile.
- REST API for programmatic survey sends and status writeback
- n8n-friendly webhooks for no-code automation between CRM, CX, and ops tools
- BI feeds for executive CX dashboards with Arabic/English consistent labels
Frequently asked questions
Can Sentink trigger surveys automatically from Salesforce, Zendesk, or HubSpot?
Yes. Sentink supports REST triggers and webhooks from any CRM, ticketing, POS, or delivery platform. When a case closes, a delivery is marked received, or a subscription renews, Sentink fires the right survey with customer, agent, and case IDs attached—so scores land next to the record without a manual send.
How do we notify owners when NPS or satisfaction scores are low?
Sentink calculates NPS automatically and breaks responses into promoters, passives, and detractors. Use webhooks, REST, or n8n to push low-score events into Slack, Teams, or ticketing so your CRM or ops stack owns assignment and recovery follow-up.
Can we measure customer experience across owned channels and third-party aggregators?
Yes. Source tags on every response separate owned app, website, branch, delivery-partner-A, and delivery-partner-B. Dashboards compare channels fairly so operations can see whether the friction is in the kitchen, the driver network, or the app—not blame the wrong team.
When should we buy respondents instead of waiting for organic CRM sample?
When the decision cannot wait for organic incidence. Cancellation-reason validation, matched control groups for a new offer, or a concept test on a persona your CRM barely represents—buy target-shaped respondents in hours, tag them separately, and analyze them next to your organic VoC in the same workspace.
Turn VoC into action this week
Launch a touchpoint survey today, buy respondents for a fast concept check, and push scores into the CRM or ticketing tools your ops team already uses.