Customer Experience

Satisfaction Surveys, NPS, and Feedback to Optimize Customer Experience

check Collect feedback with satisfaction surveys.
check NPS, CSAT, and CES for strategic decisions.
check Analyze and improve Customer Experience KPIs.
check Elevate your brand's reputation.
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Measure your customers' satisfaction in 3 steps:

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1

Ask: Online & kiosk surveys.

2

Listen: Easily collect feedback.

3

 Improve: Get insights and take data driven actions.

Surveys

Track, understand, and improve with satisfaction surveys

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Call Center Icon

Service Satisfaction

Passenger Icon

Passenger Satisfaction

E-commerce Icon

E-Commerce Surveys

Public Service Icon

Public Services Surveys

Evaluate the entire Customer Journey with:
check Periodic surveys
check Onboarding experience
check Customer service surveys
check Exit surveys

Focus on key experience metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Track the Passenger's experience at every touchpoint:
check Information point
check Check-in
check Security control
check Baggage claim
check Restrooms

Focus on key experience metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Track each touchpoint of the customer journey:

check Post-purchase surveys
check Abandoned cart
check Product feedback
check E-commerce usability

Focus on key experience metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Track citizen satisfaction:

check On-site citizen service
check After the scheduled appointment

Focus on key experience metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Channels

Collect feedback at every touchpoint

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Branded SMS Surveys (RCS)

WhatsApp Surveys

Email Surveys

In-Web and In-App Surveys

QR Code Surveys

Phone Surveys

Device Icon

Feedback Terminal

SMS surveys ensure instant delivery and universal compatibility. 

With RateNow you can use standard SMS or certified SMS (RCS - Rich Communication Service). 

Certified SMS uses the RCS protocol, allowing messages with a verified corporate identity and a distinct look in any mobile phone's message inbox.

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WhatsApp is where your customers converse every day. Sending surveys in this familiar environment reduces friction, increases trust, and boosts the response rate. 

RateNow is a Meta Developer Partner, enabling the sending of verified, secure WhatsApp messages with validated identity.

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Email surveys involve sending a message to the user with a unique link. The user opens that link and completes the survey in an optimized web environment.

It is a suitable channel for audiences requiring formal communications and for questionnaires with more questions or extensive formats.

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Integrated surveys collect feedback at the exact moment the user interacts with your website or application. 

They are ideal for measuring digital processes, detecting friction points, and obtaining much more reliable responses by asking right when the experience occurs.

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QR code surveys allow for immediate, frictionless feedback directly from the user's mobile phone. 

They are especially useful in physical environments and enable deployment of measurements across multiple touchpoints at minimal cost.

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Phone surveys allow for deeper feedback, ideal when you need to understand the "why" behind the experience.

They are especially useful for seniors, vulnerable publics, or services where human interaction is key.
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Capture real-time feedback with:
check Smiley Tablet Touchscreen
check Smiley Feedback Buttons

Ideal for high-traffic anonymous users.

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Tools

Track quality and analyze data for continuous improvement

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Analytics Icon

Data Analytics

Alert Icon

Alerts

Communication Icon

Detractors Management

Evaluate, compare, and optimize the user experience:
check Real-time satisfaction
check Key indicators (NPS, CSAT, CES...)
check AI-powered text analysis
check Advanced rankings and segmentations
check Competitive benchmarking

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"Respond instantly to critical feedback:
check Based on numerical responses and options
check Keyword detection in comments
check Direct notifications via email or SMS"

Case management:
check Group users based on their feedback (Detractors and Promoters)
check Automate responses
check Contact users directly

Respond and act on feedback (Close the loop).

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Our case studies:

AENA and RateNow deploy over 1,700 feedback points across 34 airports, collecting 3 million monthly responses to improve the experience of 280 million passengers in real time.
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"RateNow’s analytics enable Koröshi to swiftly recover detractors, turning them into brand promoters and enhancing the overall reputation and customer loyalty."
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Related articles:

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Customer Experience

How to calculate NPS®: The ultimate guide on Net Promoter Score® (2025)
Read morereadmore

Customer Experience

CSAT Score: The complete guide to Customer Satisfaction index (2025)
Read morereadmore

Customer Experience

The compact guide on Customer Effort Score (CES)
Read morereadmore

RateNow

Transform the Customer, Patient, and Employee Experience with RateNow
Read morereadmore

Customer Experience

How airports are transforming the passenger experience with real-time feedback
Read morereadmore

Customer Experience

The 'moment of truth'
Read morereadmore

Go to blogRead all case studies

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Numbers that speak for themselves

119920

Daily feedbacks

5760

Active surveys

980

Organizations

95

NPS ®

In partnership with

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Bank encryption, TIER V servers, and ISO certifications for top security.

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Tell us about your project and get:

check Best practices applied to your industry
check Surveys tailored to your needs
check Demo of our analytics platform
check A customized quotation

ⓘ No commitment

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Leave your contact, call us or write to us directly at:
Sales support: +44 7488 864121 / sales@ratenow.cx
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