Enables organizations to gather customer feedback in real-time and facilitates analysis to enhance customer satisfaction.
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. |
QuestionPro CX supports survey distribution via email, SMS, web links, in-app and phone as listed on product features (questionpro.com/solutions/customer-experience-software/). | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Customizable survey templates are featured as core part of survey creation in QuestionPro CX documentation and website. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Skip and branching logic are mentioned under advanced survey logic on QuestionPro CX info page. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous feedback collection is highlighted as an option in respondent anonymity controls. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Multiple response types (NPS, multiple choice, rating scales, etc.) are supported as per product feature listings. | |
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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. |
Offline survey mode is available in QuestionPro mobile app and highlighted on product landing page. | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Survey scheduling and automation triggers are supported as part of follow-up and workflow automation. | |
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Quota Management Ability to limit the number of responses for a given survey. |
Quota management is documented within survey settings in QuestionPro's admin features. | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique survey links for tracking (with or without anonymity) are standard in QuestionPro CX. | |
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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. |
Product repeatedly states real-time survey response and dashboard updates. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Partial response capture is listed among advanced survey analytics/documentation. | |
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Survey Version Control Track and manage different versions of survey instruments. |
Survey version control is featured in admin/version history tools. | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
Third-party panel integration is supported for sampling per product brochure. |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time analytics dashboard is a key component of QuestionPro CX. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
NPS collection, calculation, and dashboard included in core customer experience offering. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT scoring is a key analytic benchmark supported by default in survey types and reporting. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Sentiment Analysis (AI-driven) on open feedback is included (see insights and analytics product page). | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Custom reporting per department/team/timeframe is available within dashboard reporting tools. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend analysis displayed in analytics suite. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Feedback can be segmented by custom variables such as region, user, product (dashboard screenshots). | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Export to CSV, Excel, PDF is directly mentioned as a reporting feature. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerts and triggers are built-in for negative feedback or certain response thresholds. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Feedback attribution to agents/interactions is supported, as described in the CX analytics FAQ. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Industry/historical benchmark comparison available for NPS and CSAT (feature listed in analytics). | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Filtering results by date, product, interaction etc. highlighted in analytics navigation. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
undefined Feedback volume tracking (number of responses etc.) is on analytics dashboard. |
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Report Scheduling Ability to schedule recurring automated reports. |
Generated and scheduled reports are part of admin/analytics functionality. | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analysis support is available, includes drill-down and text analytics. |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Salesforce and other CRM integrations directly listed as core integrations for CX. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Core insurance software integration possible via API integrations; custom integrations offered. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Helpdesk/support integration (Zendesk, Freshdesk, ServiceNow) provided via native connectors. | |
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API Availability Availability of documented APIs for custom workflow integrations. |
Comprehensive, documented API coverage for custom workflows publicly available. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
Webhooks support present for survey and event triggers. | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO integrations (Okta, Azure, etc.) supported. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
SDKs and APIs available for mobile integration; mobile SDK referenced in developer resources. | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Data import/export for panels, survey data, customer lists highlighted across platform documentation. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Business intelligence integration (Tableau, Power BI, etc.) is featured. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Integration with email and SMS gateways (e.g. Twilio) is mentioned in survey delivery options. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Live chat integration available for immediate post-interaction surveys. | |
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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. |
System supports applying organizational branding via integrations and custom themes. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Integration with workflow automation tools (e.g., Zapier) is referenced in integration guides. | |
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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 access controls provided in admin panel. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Audit trails and user activity logging is an enterprise feature in QuestionPro CX. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication supported (see security and compliance FAQ). | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single sign-on supported as mentioned above. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
Delegated admin and sub-account management available for departmental admins. | |
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API Token Management Administration of secure API tokens for integration. |
API token management is highlighted in developer/integration documentation. | |
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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. |
Custom notification settings supported at user and account level. | |
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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. |
Bulk user administration covered in enterprise management documentation. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation/termination is a required compliance feature and is supported. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Access policy enforcement (password, session, etc.) as noted in policy admin documentation. | |
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Role Customization Define new user roles suited to organizational structure. |
Roles are customizable to align with organizational structure. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data encryption in storage and transit highlighted as a compliance and security standard (SOC2/gdpr pages). | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
SOC 2/ISO 27001 compliance statements and badges present in trust documentation. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance declarations in legal/compliance page. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom data retention policies can be configured per organization. | |
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Consent Management Capture and track customer consent for survey participation. |
Consent management for survey participation is part of QuestionPro CX for GDPR/CCPA. | |
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Audit Logging Tracks all system activities for compliance review. |
Audit logging supported per SOC 2 controls. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction supported via advanced respondent privacy controls and redaction features. | |
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Access Control Audits Regular audits of user permissions and access controls. |
Access control & user permissions auditing by admins (enterprise tier feature). | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Vulnerability scanning processes mentioned in compliance/trust center. | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency options available for EU, US, APAC in enterprise agreements. | |
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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 surveys and dashboards are included as standard with QuestionPro. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-labeling and brand customization supported as enterprise feature and in admin UI. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual presentation to respondents is available at survey creation. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Reward and incentive management system integrated (reward distribution, tracking). | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators (bar, steps) shown to respondents. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility (WCAG) compliance declared in accessibility statement and product docs. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization with logic and piped data described in feature set. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Customizable thank-you and closure pages supported. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length can be adjusted per design/logic. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment and reminder emails are customizable for incomplete surveys. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Image/video question types are available in the survey builder. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time is calculated and can be shown in the respondent UI. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups via workflows and integrations are supported. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Auto case/ticket creation based on negative feedback described in workflow automation docs. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engines supported for actions based on feedback/trigger parameters. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Task assignment from cases or negative feedback available. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution and case closure tracking (feedback loop) in automation features. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflow rules available for severe or overdue cases. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
SLA breach notifications and alerts supported for workflows and follow-ups. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Ticketing system integration (Zendesk, Salesforce, ServiceNow) described. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging and categorization in analytics and workflow setup. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built automation templates are available in workflow library. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard highlighted for usability and real-time insight. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder (intuitive UI) well documented on website and in product UI. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
Customizable navigation is supported to align with internal workflow/branding. | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk actions (multiple surveys, responses) supported for enterprise users. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
Keyboard shortcuts listed under productivity features in help documentation. | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding and guided walkthroughs available in app and on first login. | |
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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 app for survey management listed on app stores and product page. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User feedback portal is available for product suggestions and feedback collection. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
UI layouts can be customized in admin interface. |
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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 described under enterprise performance features. | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery plan referenced under security and compliance information. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy supported in multi-region cloud deployments (enterprise/regulated options). | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic user licensing is described in sales/pricing inquiry materials. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring tools with alerts and health checks are provided in admin interface. |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 technical support with enterprise SLA listed. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support available via website and admin portal. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account management listed as available for enterprise customers. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Knowledge base access on support portal and in-app help. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding/implementation services described on CX and enterprise product pages. | |
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User Community Forum Peer-to-peer support through online forums. |
Community/user forum present as peer support channel. | |
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Training Webinars Regular group training sessions or webinars. |
Training webinars provided regularly for onboarding and new features. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training materials available for enterprise deployments. | |
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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 available as a licensing model. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing listed as available for high-volume clients. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited response/survey option available as a flat-fee enterprise licensing. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial widely advertised on website. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees policy referenced on pricing/contracting page. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual and bulk contract discounts quoted for multi-year/high volume deals. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Flexible contract terms (monthly/annual/multi-year) listed in sales info and pricing FAQ. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature-tier pricing transparency on pricing page and detailed plan comparison matrices. |
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