Ask at the first visit, after a purchase, after support and before the renewal, with NPS, CSAT and CES worked out the same way everywhere. Usertick reads every answer across your surveys, gives each one an owner and sends leadership a report on a schedule.
A CX program runs across teams. Marketing owns the first visit, product owns onboarding, support owns the tickets and success owns the renewal. With customer experience survey software every team can use, each one asks at its own moment and the CX team still sees one picture of all of it.
Each survey runs where its moment happens: on your site, in your app, by email or behind a link. Usertick works out NPS, CSAT and CES with one formula each, and files every written answer into one list of categories and themes, so a theme means the same thing on the website and in the email survey.
The Overview page writes what changed across every survey and tracks your goals, the inbox gives each answer an owner and a status, and workflows send answers to the team that fixes things. Dashboards keep every team on the same numbers, and from Pro, a scheduled report takes them to leadership.
One short survey per stage, each with the metric that fits the moment.
Ask new visitors what they came to do and whether they managed it, after a minute on the site or as they head for the tabs.
Ask how setup went when your app says onboarding is done, or ask how the order went in the email after delivery. Events from your app, Starter and above, and 1 survey on Free.
Add the survey's link to your help desk's replies, tagged with its source, and ask whether the issue was resolved and how easy it was.
Schedule an email with NPS and a renewal question for a month before contracts end, or ask in the app when a customer opens the billing page. In the app, Starter and above.
Every survey's score follows the same formula, so the stages compare.
NPS is the share of promoters (9 or 10) minus the share of detractors (0 to 6), CSAT is the share who rate 4 or 5 out of 5, and CES is the average effort, higher meaning easier. Each sits beside the period before, and a score on fewer than 30 answers says how many it has.
Each country, device, language and page gets its own score beside the overall one, and a group that falls well below the rest is marked clearly lower.
One reading, one set of themes and the dashboards every team shares.
The Overview page reads every survey together and writes what changed and what to do once a period has 30 responses, beside the themes of the last 30 days and how each one moved.
Every written answer is filed into your organization's categories and themes, in any language, so delivery delays count the same in every survey.
Put each stage's score side by side, share the dashboard with the whole organization or chosen people, and pin it for everyone. One dashboard of up to 10 cards on Free, three on Starter, unlimited from Pro.
Send a dashboard as a PDF to leadership by email, Slack or Teams every week or month. Pro and above.
Each answer gets an owner, a status and a route to the team that fixes it.
Assign answers to the people who own each stage, move them from Open to Resolved, and see on the Overview how long answers wait for a first action.
Send delivery complaints to operations and urgent answers to the support channel in Slack or Teams, with buttons to assign them. Every plan.
Open one Jira or Linear issue per theme, and when the issue moves, the answers behind it move with it in the inbox. Every plan.
Write the latest NPS, CSAT and CES to the HubSpot contact, with a follow-up task for the owner. Every plan, with the task from Starter.
Set a line for NPS, an average score or urgent responses on any survey, and post to Slack or Teams once it is crossed. Every plan.
Send answers to the CRM, the help desk, the tracker and the team chat each stage runs on, and keep every answer in Google Sheets or BigQuery for your own analysis.
See all integrationsFour steps from the first survey to a monthly report for leadership.
Choose one moment per stage, such as the first visit, the first order, a support case and the renewal, and start each from a template.
Run each one in its channel, on the site, in the app, by email or behind a link, and space them out with repeat and earlier survey rules.
Check your categories and themes once, then add workflows that send each stage's answers to the team that owns it.
Build a dashboard with each stage's score, set goals on the Overview, and schedule a monthly report for leadership.
Six habits that keep every stage measured the same way and every answer followed up.
One survey for each stage covers most of the journey. Add more once those four run smoothly.
Ask CES after a task, CSAT after a conversation or a delivery, and NPS about the relationship as a whole.
Use the same 5-point rating and the same 7-point effort scale in every survey, so one stage compares with the next.
Space website surveys with earlier survey rules, so a customer who just rated a support case isn't asked about the renewal the same week.
Set a goal for time to first action, so closing the loop becomes a number the team watches every week.
Put themes and comments beside the scores on leadership's dashboard, so each change arrives with its reason.
Start from a template written for the first visit, the setup, support and the renewal, and change any question.
NPS, CSAT and CES, each from its own question, plus the average of any rating and the share who said yes. NPS is promoters minus detractors, CSAT is the share who rate 4 or 5 out of 5, and CES is the average effort, higher meaning easier, all on every plan.
Each score belongs to one survey, so a website survey and an email survey each keep their own NPS. A dashboard puts them side by side, and the Overview page reads every survey together and writes what changed across all of them.
Set repeat rules on each survey, such as once every 90 days. An earlier survey rule, on 1 survey on Free and on every survey from Starter, skips website visitors who answered another survey recently, and each email send skips people who already received that survey.
Give each answer an owner and a status in the inbox, and watch the time to first action on the Overview. On every plan, workflows send answers to Slack or Teams with buttons to assign them, Jira and Linear issues sync their status back, and Zendesk tickets and HubSpot tasks reach the people who follow up.
Yes, on Pro and above. Send a dashboard or a survey's results as a PDF every day, week or month, to up to 50 members by email or to a Slack or Teams channel. Dashboards can also be shared with the whole organization.
HubSpot gets the latest NPS, CSAT, CES and reading on the contact on every plan, with a follow-up task from Starter. Salesforce, Gainsight and Vitally are reached through a Zapier step, and Salesforce on Zapier needs a paid Zapier plan.
No. Usertick reads the answers to its own surveys. Ask at the moments those tools cover instead, such as a survey link in your help desk's reply or a QR code at the counter.
Yes. A survey holds 3 languages on Starter and every available language on Pro and Business, and the AI reads answers in any language. The written readings on Results and the Overview are in English.
No. You choose the moments and run a survey at each, and each survey's scores, themes and comments show which stage needs work.
Every channel, NPS, CSAT and CES, the inbox, AI reading, one dashboard and workflows and alerts to HubSpot, Zendesk, Jira and Linear come with every plan. Starter adds earlier survey rules on every survey and three dashboards, and Pro adds unlimited surveys and dashboards and scheduled reports.
Start free, see what your customers mean, and get each answer to the person who can act on it.
