Survey Tools
What are Survey Tools?
Upstream Works provides native survey capabilities including ratings of chat conversations and integrates with any third-party survey tool to measure NPS, CSAT, and more. These surveys capture how customers rate their experience after an interaction.
Surveys give customers a direct way to say how an interaction went. Common measures include customer satisfaction (CSAT), which asks how satisfied the customer was; Net Promoter Score (NPS), which asks how likely they are to recommend the organization; and customer effort score, which asks how easy it was to get help. Short in-channel ratings, such as a prompt at the end of a chat, are quick for customers to answer.
Survey results are most useful when they can be linked to the interaction itself, including the channel, contact reason, agent and outcome. That link helps teams understand what drives poor scores rather than just tracking an average. Many organizations already use a dedicated survey platform, so integration with the contact center matters as much as built-in survey features.
Related: Customer Experience (CX), Customer Sentiment, Third Party Reporting Platforms, Totalix.