Customer Experience
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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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Carrefour LogoLilly LogoHenkel LogoMichelin LogoAmazon LogoAENA LogoRandstand LogoEurostar LogoBarça LogoDior LogoFour Seasons Hotel Miami Logo

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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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SMS IconSMS Icon

Branded SMS Surveys (RCS)

WhatsApp Icon

WhatsApp Surveys

Email icon

Email Surveys

Web icon

In-Web and In-App Surveys

QR Code Surveys

Phone icon

Phone Surveys

Device Icon

Smiley Feedback Tablet

Smiley icon

Smiley Feedback Buttons

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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Smiley Feedback Tablet or Feedback Machine Tablet allow you to collect detailed feedback through interactive surveys.

Thanks to their touchscreen interface, they make it easy to customize questions and answers, providing in-depth analysis of the user experience.

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Smiley Feedback Buttons or Feedback Machine Buttons are designed for high-traffic environments, where users only have a few seconds to respond.

With a single tap on the smiley face buttons, real-time feedback is collected in an intuitive and anonymous way. They can also include a QR code to extend the response with a more detailed survey and gather qualitative feedback without disrupting the flow of people.


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Tools

Track quality and analyze data for continuous improvement

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Analytics Icon

RateNow Analytics

Alert Icon

Alerts

Communication Icon

Detractors Management

AI Text Analysis Agent

RateNow APP

RateNow Analytics is the feedback analysis platform that centralises all your listening channels in a single dashboard, enabling you to make fast and informed decisions based on real-time data.

check Real-time satisfaction
check Key indicators: NPS, CSAT, CES
check Rankings and advanced segmentations
check Competitive benchmarking

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Alerts is the automatic notification system that detects critical situations in real time, enabling intervention before the negative experience worsens.

check Immediate notifications via email or SMS
check Activation by keywords in comments
check Each manager receives only the alerts for their service

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CTL (Close the Loop) is the detractor management module that helps transform negative experiences into loyalty opportunities, identifying dissatisfied customers and facilitating their follow-up through to resolution.

check Groups according to their feedback: Detractors and Promoters
check Personalised response flows with full traceability
check Contact users directly

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The AI Text Analysis Agent automatically analyses all your customer comments with artificial intelligence, with an accuracy comparable to human judgement and without sharing data with third parties.

check Sentiment analysis: positive, neutral and negative
check Automatic classification into macro and microcategories
check Detection of acknowledgements, complaints, personal data and legal risks

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RateNow APP puts all your Analytics in your pocket, allowing you to consult metrics, comments, alerts and the AI Agent from anywhere, and act at the right moment wherever you are.

check Survey results and comments in real time
check Instant push alerts for satisfaction drops
check Available on App Store and Google Play

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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® (2026)
Read morereadmore

Customer Experience

CSAT Score: The Complete Guide to Customer Satisfaction index (2026)
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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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

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Industry

Customer ExperienceCustomer Experience Icon

Patient ExperiencePatient Experience Icon

Employee EngagementEmployee Experience Icon

Channels

Branded SMS Surveys (RCS)SMS Icon

WhatsApp SurveysWhatsApp Icon

Email SurveysEmail icon

In-Web and In-App SurveysWeb icon

QR Code SurveysQR icon

Phone SurveysPhone icon

Smiley Feedback TabletTablet icon

Smiley Feedback ButtonsButton icon

Tools

RateNow AnalyticsAnalytics Icon

Detractors ManagementResponse Icon

Automatic Alerts

AI Text Analysis Agent

RateNow APP

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