Comprehensive platform that combines survey feedback with review management and social listening. Includes insurance-specific sentiment analysis, competitor benchmarking, and location-based reporting for agencies. Features automated response management and compliance monitoring for regulated insurance communications.
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Product is advertised as a cross-channel solution, and marketing indicates surveys can be sent via email, SMS, in-app, and web. Phone IVR distribution is not explicitly stated. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Insurance-focused survey templates, as per product description and demo videos. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching and skip logic mentioned in survey functionality section. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous survey/feedback option indicated in compliance and privacy documentation. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports NPS, CSAT, text, choice, rating, and open-ended responses as listed in feature set. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Product demos illustrate automated survey dispatch based on customer events/interactions. | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Claims to support unique survey links for improved attribution and tracking. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Survey responses update dashboards in real-time according to product videos. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response saving described in help documentation for survey tools. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Version histories and restoring previous survey versions stated in admin features. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Promoted as having dynamic, real-time analytics dashboards. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS scoring and segment tracking is a core marketing point. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring is included in insurance-specific reporting features. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Advanced sentiment analysis of text feedback highlighted as a differentiator. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting for departments, locations, agents as advertised. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Product screenshots show trend analysis and time-series reporting. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Segmentation by location, product, agent supported and described. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Supports exporting data to Excel/CSV; PDF mentioned in support docs. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Alerts/triggers available for negative feedback and compliance events. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Feedback linked to specific agent interactions and locations; attribution discussed in insurance use cases. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarking against internal and external industry metrics is emphasized. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Comprehensive data filtering options are available in analytics views. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
No information available | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Platform advertises root cause analysis for insurance operations. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Integrates with Salesforce and HubSpot as per integration partners. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Industry pitch describes connecting to policy admin/claims software (typically via APIs). | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Zendesk, ServiceNow spotted on partner/integration lists, supporting helpdesk integration. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
API documentation and developer portal are publicly available. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks supported for survey and feedback events integration. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO through SAML/Okta/AD highlighted in enterprise-ready features. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Imports for customer lists and data exports noted in user help center. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Integration with Power BI/Tableau listed as supported analytics extensions. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Integration with messaging platforms/gateways outlined under campaign management. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integrations available—used for collecting feedback post-session. | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Insurance organization branding supported via API and external integration. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Zapier and Power Automate integrations are available, per integration documentation. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Role-based permissions management interface is available to admins. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Activity logs for compliance are highlighted in security & compliance documentation. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication and enhanced login security are available for enterprise clients. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Integration with SSO listed as supported for enterprise deployment. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
Management of API tokens is part of the developer/admin console. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
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Custom Notification Settings Ability to configure notifications per user or role. |
User notifications configurable by preference, according to admin UI demo. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Admin panel supports bulk user changes (import/export/update/delete). | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User profiles can be deactivated/removed as described in admin controls. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Password policies, session settings, and access policies are configurable. | |
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Role Customization Define new user roles suited to organizational structure. |
Custom user roles and permissions can be defined in admin view. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Encryption in transit (TLS/SSL) and at rest stated as being standard. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
Platform is ISO 27001 and SOC 2 certified; information provided in security documentation. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance is asserted as a key differentiator. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Admins can define and enforce custom retention and deletion policies. | |
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Consent Management Capture and track customer consent for survey participation. |
Explicit consent management for surveys and data sharing in product documentation. | |
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Audit Logging Tracks all system activities for compliance review. |
Audit logs are accessible for compliance and investigations. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
Tools for PII redaction built in, as part of privacy and compliance features. | |
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Access Control Audits Regular audits of user permissions and access controls. |
Product includes periodic internal/external access audits for compliance. | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Regular vulnerability scans and update management are described. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Offers customer choice of data residency to comply with local regulations. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Mobile-responsive design and surveys demonstrated in videos and documentation. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Branding features for logo/colors specified, supporting white-label use. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multiple languages supported for survey presentation and reporting. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Reward/incentive management described in user success and marketing materials. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars and related UX seen in survey preview widgets. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility listed as a product compliance focus (WCAG compliance mentioned). | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Personalization by customer name, policy, or context described in workflows. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Thank-you pages can be customized post-feedback per customer journey. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length settings and control evident in survey builder options. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Automated abandonment reminders discussed in engagement documentation. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Survey builder allows multimedia embedding (images/video). | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Survey experience includes completion time estimates. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups via email/ticket triggers shown in workflow module. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Case/ticket creation based on negative feedback is a featured workflow. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Rule engine for custom actions on feedback events detailed for insurance. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment for follow-up/resolution is available through admin. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking integrated into follow-up workflows. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Automated escalation pathways are in the workflow builder. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach notifications available via alerts and reporting settings. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Direct integration with ticketing/service desk systems is supported. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Automatic and manual categorization/tagging features are described. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Library of automation templates referenced in onboarding materials. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard highlighted as easy-to-use and customizable. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Survey builder uses drag-and-drop UI according to web demos. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation can be customized per organizational processes. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk operations supported for survey management. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Guided walkthroughs/onboarding for new users are present. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin capability is noted in feature documentation. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal is a core asset for continuous improvement. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
Custom UI layouts available in enterprise deployments. |
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load-balancing and scaling described for enterprise clients. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery plans presented to enterprise/regulated clients. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundant hosting/data storage described in security documentation. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic licensing plans described for scaling up/down users. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
System performance and health monitoring tools included. |
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24/7 Support Availability Round-the-clock access to technical support. |
Round-the-clock technical support as part of premium offering. | |
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Live Chat Support Real-time chat with support agents. |
Live chat for support is available to all end users. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Enterprise customers have dedicated account managers. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Comprehensive documentation and knowledge base access provided. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and implementation support are included. | |
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User Community Forum Peer-to-peer support through online forums. |
User community forums available for peer support. | |
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Training Webinars Regular group training sessions or webinars. |
Regular webinar and group training opportunities are offered. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom/user-specific training material delivery is available. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing is an available pricing model. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume/usage-based pricing options advertised for enterprise clients. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Flat/unlimited response/survey plans available as per pricing page. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial option is advertised for new customers. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
All pricing options and additional fees are disclosed on request. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Bulk/annual contract discounts are described in sales literature. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms supported (monthly/annual/multi-year). | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Pricing tiers and feature matrix publicly available. |
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