Your satisfaction score moved. Now find out why.
A satisfaction score tells you something changed. It rarely tells you what changed, or what to do about it on Monday morning. To fill that gap, ask the customers who gave the score for their reasons.
Survizo gives your brand a private online community of your own customers, with your name and logo on every page. They answer short surveys and vote in polls, and some join a discussion or a video interview with your team. When something changes, you can go back to the same people.
Ask Survizo's AI and it sorts what customers wrote in their own words into themes. The reasons are ready before the meeting is.
Ask the people who actually buy from you
Start with your own customer list. Upload it with the details you already hold, such as loyalty tier or home store, and Survizo keeps them on each customer's profile. Invite them by email in your brand, or from your own WhatsApp Business number to people who have opted in.
Because the details come with them, you can compare your best customers with everyone else on any question. Your surveys never spend a question asking who someone is.
Measure, then ask why
Ask the same score questions you already report on. Net Promoter Score (NPS), satisfaction ratings and star ratings are ready to use. Follow each score with a question about the reason.
Written answers are where the value is, and they're slow to read when there are hundreds. Ask the AI for themes and you get a short list, each with how often it came up, its tone and a quote. Every quote is a real answer you can find in the full results. On a very large study, the AI tells you how many answers it read, so you know what each theme rests on.
A video answer shows you what a written one misses. Ask a customer to film the problem, and you see it in their kitchen or at their front door.
Put the answers where your teams work
Research that stays in a slide deck rarely changes what happens on the shop floor. So Survizo puts each customer's scores and answers in your CRM.
Connect it once. From then on, each completed survey adds the scores you choose, such as NPS, satisfaction and intent to buy, to that customer's contact. The previous NPS stays next to the new one, so your service and sales teams see whether each customer is warming or cooling. The integrations page shows what goes where.
Turn on one switch, and the customer groups you save in Survizo appear in your CRM's marketing journeys, updated every fifteen minutes. Your other systems can connect too, to add customers, send surveys and collect answers.
Talk to the customers who scored you low
Low scorers are the customers worth calling back. Put everyone who wouldn't recommend you into one saved group, and compare them with your fans on every question. Then invite a few to a private discussion, or to a recorded video interview in their web browser, and ask what went wrong. You can also message any member directly from the member list.
Once you've fixed something, a poll in the community feed tells you whether customers noticed. You see the results update as each vote comes in.
Your customers stay in control of their data
Each member agrees to your community's terms before taking part, and Survizo keeps the exact wording they agreed to. Members can download everything the community holds about them. They can also ask for it to be erased, and see first exactly what will be deleted, anonymised or kept. The AI never analyses members' private messages or the complaints they send you.
Questions
Questions about customer experience research
We already survey customers after every purchase. Where does Survizo fit?
Keep doing that. A purchase survey reaches everyone once, at the till. Survizo keeps a smaller group of customers who said yes to more. You can go back to them with a follow-up survey, a video question or a quick poll whenever a result needs explaining. Run both side by side. The purchase survey shows what's changing, and the community tells you why.
How does the CRM connection work?
Your CRM administrator connects it once, and Survizo does the rest. It adds its own fields for scores and answers, then fills them in as each survey is completed.
Can we run it in more than one language?
Yes. Survizo's screens come in twelve languages, including languages written right to left. Write the survey once and the AI drafts each translation for someone on your team to approve. Answers in every language count toward the same question, so you can compare one country with another directly.
How many customers do we need?
It depends on how many groups you want to compare, and we'll size it with you on the fit call. Survizo flags any chart built on fewer than ten answers, so you know when a result rests on too few people.
Next up
Bring us the score that needs explaining
- Integrations covers your CRM, your other systems and WhatsApp invitations.
- Members and consent explains how customers join and what they control.
- AI across the study shows how themes and reports are made.
- Analysis and exports covers comparing groups and the files you hand over.
Surveys, polls, discussions and messages work on every plan. Everything else on this page depends on your plan, and we match it to your work on the fit call. That covers list uploads, WhatsApp invitations, video answers, recorded interviews, saved groups, AI themes, the CRM connection, and files for Excel, PowerPoint and statistics software. If you have one study in mind, we can quote it as a single project instead. See how plans work.
The next step
Book a thirty-minute fit call.
Bring your current score and the question it leaves open. We'll show you how a community of your own customers would explain it, and whether Survizo is the right fit.