Customer Satisfaction Survey CRM Integration

CRM-Integrated Customer Satisfaction Survey

A customer satisfaction survey is a systematic feedback tool used to measure how satisfied your customers are with your products and services. CRM-integrated surveys allow far deeper analysis by directly linking results to customer records.

Rapitek CRM’s survey module manages the entire process—from survey creation to results analysis—on a single platform. Survey responses are automatically linked to the relevant customer record, so you can track the satisfaction history of each customer.

Survey Features

NPS (Net Promoter Score)

Measure how likely your customers are to recommend you. Identify promoter, passive, and detractor segments.

CSAT (Customer Satisfaction Score)

Short surveys that measure the satisfaction level after a specific interaction or transaction.

Automated Survey Delivery

Automatic survey delivery when a support ticket is closed, a sale is completed, or other defined events occur.

Multi-Channel Support

Send surveys via email, SMS, or WhatsApp. Collect feedback through the channel your customer prefers.

Real-Time Results Analysis

Survey results are reported in real time. Trend graphs and comparative analyses at your fingertips.

Alerts and Escalation

Automatic alerts for low satisfaction scores. Urgent action workflows for dissatisfied customers.

Customer Satisfaction Measurement Process

Survey Design

Choose from ready-made templates or create your own custom survey. Use NPS, CSAT, or multi-question formats.

Define Triggers

Determine when the survey should be sent: after a support ticket, after a sale, or on a periodic schedule.

Automatic Delivery

Surveys are automatically sent to customers when the defined triggers are activated.

Analysis and Action

Results are analyzed and action plans are created for low scores. Trends are monitored over time.

Satisfaction Measurement Methods

Method	Measurement	Use Case
NPS	0–10 score, likelihood to recommend	Overall customer loyalty measurement
CSAT	1–5 score, satisfaction	Transaction/interaction-based satisfaction
CES	Customer effort score	Ease of support processes
Open-Ended	Free-text feedback	Detailed customer insights

Benefits of CRM-Integrated Surveys

Link to Customer Records

Survey responses are automatically linked to the customer card. View the complete satisfaction history of each customer.

Segmentation-Based Analysis

Compare satisfaction by industry, company size, or product to uncover actionable insights.

Early Churn Risk Detection

Identify at-risk customers early through declining satisfaction scores before they churn.

Continuous Improvement Cycle

Continuously improve your processes with the feedback collected from your customers.

Frequently Asked Questions

How often should customer satisfaction surveys be sent?

Transaction-based surveys (CSAT) should be sent after each interaction. General satisfaction surveys (NPS) are recommended quarterly or twice a year. Sending surveys too frequently can cause survey fatigue.

How can I increase survey response rates?

Design short and concise surveys, choose the right channel (email, SMS, WhatsApp), and set the timing correctly. With CRM integration, surveys are sent immediately after the relevant interaction, increasing response rates.

How is NPS score calculated?

NPS is calculated by subtracting the percentage of detractors (those who score 0-6) from promoters (those who score 9-10) on a 0-10 scale. The result ranges from -100 to +100.

What should I do with customers who give low satisfaction scores?

Rapitek CRM offers automated alerts and escalation processes for customers with low scores. When scores fall below a defined threshold, notifications are sent to the relevant manager and an action process is initiated.

Can I generate reports from survey results?

Yes. Detailed reports are available including NPS trends, CSAT averages, department-level satisfaction, and periodic comparisons.

Can I send surveys via WhatsApp?

Yes. With Rapitek CRM WhatsApp integration, you can send surveys to customers via WhatsApp and automatically record their responses in the CRM.

Collect Feedback with Customer Satisfaction Survey