Customer Satisfaction Surveys
Turn customer feedback into measurable growth
Shared Insight designs and operates customer satisfaction (CSAT) survey programs that capture feedback at key moments in the journey then turn it into action. With real time dashboards in Clarity® and optional service recovery workflows via Isolate®, you can resolve issues quickly, improve loyalty, and lift conversion.
Whether you need continuous, post visit feedback or a strategic pulse on brand perception, we’ll tailor a program that delivers statistically sound insights and clear next steps for your field teams.
Also exploring Mystery Shopping services? Combine surveys and shops for a 360° view of experience and execution.
Why choose Shared Insight for your surveys
Programs built for action
We design concise, mobile first surveys mapped to your KPIs, so insights flow directly into coaching, service recovery, and continuous improvement.
Right channel, right time
Email, SMS, QR, receipt links, in app, and kiosk deployed at the moments that matter to maximize response and representativeness.
Real time reporting with Clarity®
View CSAT, NPS, and driver analysis in real time. Filter by region, brand, day part, or touchpoint to isolate trends and exceptions.
Close the loop with Isolate®
Automatic alerts for low scores and critical comments route cases to the right manager, with trackable communication and outcomes.
How our customer survey program works
- Objectives & design. We align on goals, KPIs, target audiences, and touchpoints; then design short, bias aware questionnaires.
- Distribution. Deploy via email/SMS invitations, QR/receipt links, in-app prompts, or on-site kiosks - timed for maximum relevance.
- Quality & integrity. We manage quotas, deduplicate respondents, apply fraud controls, and ensure privacy compliance.
- Reporting. Responses flow to Clarity® with real time KPIs, verbatims, themes, and driver analysis, plus scheduled exports.
- Action. Trigger Isolate® alerts for recovery, assign owners, and track resolutions; feed learnings into training and operations.
Transactional CSAT
Capture feedback right after a visit, order, support interaction, or delivery to diagnose the moments that matter.
Relationship tracking
Periodic surveys to measure overall brand health, loyalty, and shifting expectations over time.
NPS & CES
Standardized metrics for advocacy and effort paired with open text analysis for root cause clarity.
Voice-of-customer analytics
Theme detection, sentiment, and driver analysis turn comments into prioritized action items.
Want to amplify positive word of mouth? Amplify® invites delighted customers to share reviews on social and key platforms.
Business outcomes you can expect
Improve satisfaction & loyalty
Identify and scale the behaviors and experiences that increase repeat visits and advocacy.
Accelerate service recovery
Proactively intervene on low scores and critical verbatims to save at risk customers.
Optimize operations
Spot systemic issues by location, region, or daypart and route fixes efficiently.
Link experience to revenue
Correlate CSAT & NPS with sales or ticket data to prioritize changes that move the needle.
Industries we serve
Retail, restaurants & QSR, grocery, convenience & fuel, car washes, automotive, hospitality, banking & financial services, healthcare, gyms, spas and specialty services - All programs scale seamlessly for multi location and franchise networks.
Customer Satisfaction Surveys FAQ (for businesses)
What survey length and format do you recommend?
We prioritize short, mobile friendly surveys (often 8–15 questions) with a mix of rating scales and one or two open text prompts to capture context without fatiguing respondents.
How do you improve response rates?
We trigger requests at the right moment (e.g., post purchase) via channels your customers use email, SMS, QR/receipt, or in app and keep questionnaires concise and relevant.
Can we integrate survey data with other sources?
Yes. Clarity® consolidates surveys with mystery shops, audits, employee feedback, and even external data sources for a single view of experience and execution.
How does service recovery work?
Isolate® triggers alerts on low scores and critical comments, assigns owners, and tracks communication and outcomes so you can close the loop quickly and consistently.
Want to understand our shopper network and policies? See how we recruit and brief shoppers.
Our solutions
Our customer experience solutions have a proven track record of driving positive change in our clients’ businesses - improving customer experiences and increasing the likelihood to recommend and return.
Partner with our team of customer experience experts to design the right measurement program for your goals.
Mystery Shopping
Bespoke mystery shopping programs that deliver objective, scenario based evaluations of service behaviors, standards, and execution - so you know what’s working and where to focus next.
Learn more about Mystery ShoppingCustomer Satisfaction Surveys
Ongoing and ad-hoc online surveys capture customer feedback across touchpoints, helping you measure, manage, and improve satisfaction and loyalty with real time insight.
Learn more about Customer Satisfaction SurveysCompliance Audits
Field audits that provide accurate store level intelligence and verify adherence to non negotiable brand standards, merchandising, and promotional execution.
Learn more about AuditsEmployee Surveys
Give your front line teams a voice. Identify enablers and barriers to delivering great customer experiences and turn insights into action plans that stick.
Learn more about Employee SurveysAdvanced Reporting & Analytics
Cut through the noise. Our analysts synthesize data from multiple sources to surface what matters most - delivering meaningful, actionable insights via Clarity®.
Learn more about Advanced Reporting & AnalyticsAd-hoc Surveys & Mystery Visits
Quick turn projects to assess launches, promotions, or priority touchpoints and get a current read on what customers experience right now.
Learn more about Ad-hoc solutions