Feedback

Ask how it went, right on the record.

CSAT, NPS, and CES surveys that fire the moment a ticket resolves or go out by a link anyone can open. Every response lands on the contact and company it came from, next to the deal and the support history, and a low score routes back to the owner.

A SurveyMonkey or Delighted style feedback program, built into the CRM. Included on Business and Ultra.

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Build

Build a feedback survey in minutes

Start a survey and add the questions you need. The question set covers the three standard customer-feedback scores, CSAT, NPS, and CES, plus the supporting questions around them, so you measure satisfaction the way your industry expects without building a sprawling research form. Because it lives in the same place as your deals and support work, there is no second tool to set up and no exporting answers to match back to a customer later.

On resolve

Ask the moment a ticket resolves

Set up a CSAT-on-resolve program and the survey goes out automatically the moment a ticket is resolved, while the experience is fresh. A frequency cap keeps you from asking the same customer too often, so the feedback stays welcome rather than noisy. You can still send any survey by hand whenever the moment fits.

  • Fires on resolveA resolved ticket sends the CSAT survey on its own, no one has to remember.
  • Frequency capAsk a customer at most once in a window, so feedback requests stay welcome.
  • Manual still worksSend any survey by link any time, on your terms, alongside the automatic program.
Share

Or share by a link anyone can open

Every survey also gets a public link. Send it in an email or a follow-up, and the recipient opens it in their browser, answers on a clean page, and submits. No sign-in, no account to create. Use the link for the moments an on-resolve program does not cover.

  • Public share linkOne link per survey, sent anywhere your customers already are.
  • No login to respondRecipients answer in the browser, with no account and no sign-in.
  • A clean response pageJust the questions on a focused page, easy to answer in a moment.
  • Bring your Delighted historyImport your past Delighted CSAT and NPS responses by CSV, so your trend lines start full, not empty.
Results

Read the results on a dashboard

As responses come in, they roll up on a results dashboard. Read the overall picture at a glance, track your CSAT, NPS, and CES scores over time, and spot the trend before you open a single individual response.

  • Responses as they landNew answers show on the dashboard, with no export to wait on.
  • CSAT, NPS, and CES at a glanceRead how customers score you across each survey, with the trend in view.
  • From a number to a next stepA low score connects back to the customer it came from, ready to act on.
Close the loop

A low score reaches a person

Feedback only matters if someone acts on it. When a response comes back a detractor or a low score, it routes to the owner so the team follows up, instead of sitting in a dashboard nobody opens. The follow-up starts on the customer record, with the deal, the emails, and the support history already there.

  • Detractor routingA low score reaches the right owner, so an unhappy customer is never missed.
  • Follow-up with contextThe owner opens the record and sees the full history before they reach out.
  • Loop actually closesFrom score, to owner, to follow-up, the feedback turns into a real next step.
On the record

Every response lands on the customer

This is where a survey inside the CRM beats a standalone tool. When a customer answers, the response attaches to their contact and company record. The score does not sit in a separate app to be matched up later, it lands next to the deal, the emails, and the support history your team already works from.

  • Attached to the contactA response lands on the person who gave it, feedback and history on one record.
  • Linked to the companyThe same score rolls up to the account, across all its people.
  • Next to deals and supportA promoter or detractor is a record you can open, with full context for the follow-up.
Question types

The scores customers expect, plus the supporting questions

The three standard customer-feedback scores, CSAT, NPS, and CES, sit alongside the supporting question types you need around them. Mix them for a score and the why behind it, scoped to customer feedback rather than the sprawl of a general-purpose form builder.

  • CSAT scoreThe satisfaction question you ask right after an interaction or a resolve.
  • NPS scoreThe 0-to-10 recommendation question behind your net promoter reading.
  • CES scoreThe effort question that asks how easy it was to get the problem solved.
  • Rating, choice, and yes/noRating scales, single and multiple choice, and yes/no for the supporting questions.
  • Open textRoom to answer in their own words, so a score comes with the why.
Security

Customer feedback stays yours

A survey response is sensitive: it names a customer and how they feel. Responses are isolated to your workspace, and the AI elsewhere in Laureo never trains on or keeps your data.

Security

Survey responses are isolated to your workspace, and the AI never trains on or keeps your data.

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Pricing

Feedback is on Business and Ultra

CSAT, NPS, and CES feedbackBusiness+

Feedback is included on Business and Ultra, alongside tickets and the internal knowledge base, so customer feedback comes with the support toolkit rather than as a separate subscription. Business from $166.66/mo billed annually. There is no extra survey tool to buy on top.

Every plan starts with a 14-day trial for $2.99, credited to your first month. Cancel anytime before it ends and you are never charged the subscription.

Related Resources

Frequently Asked Questions

Put feedback on the record

CSAT, NPS, and CES surveys that fire on resolve and land on the customer. Included on Business and Ultra.

Start your 14-day trial

14-day trial for $2.99, credited to your first month. Cancel any plan at any time before the end of your billing cycle, no contract fees, no 30-day notice, no penalties.