Customer X gives an organisation the structure to run customer experience as an ongoing function: feedback collected at each location, issues assigned and resolved, and results measured over time. For colleague feedback, see Colleague X.
Illustrative example. Figures are not real customer data.
Collect feedback where it happens, in under a minute.
A QR code or a link is placed at the point of service. Respondents answer on their own phone in under a minute, with no app or account, and responses reach the dashboard straight away.
Illustrative example. Figures are not real customer data.
Turn a pile of comments into themes, causes and drivers.
Open-text responses are grouped into themes automatically, so an increase in a particular concern is visible as it begins rather than weeks later.
For a category that is falling, the platform gathers the evidence: change against the previous period, the two-hour windows where negative comments cluster, the branches with the lowest scores, and any earlier decision. It then explains that evidence, labelled likely, inferred or uncertain.
Shows which rated categories correlate most closely with satisfaction and NPS, so effort is directed to the areas that affect results.
Results can be compared between branches or, for training and events, between sessions and facilitators, so differences are not hidden inside a single blended average.
Weekly, monthly, quarterly and yearly reports are generated from the recorded data, limited to what the data supports, and reviewed before they are shared outside your team.
Standout positive comments and recurring positive themes from the last 90 days are collected in one place, so good work is recognised and shared.
For a training programme or event, enter its aim and expected outcomes. The platform compares them with the feedback received and reports where they match and where they do not.
Illustrative example. Figures are not real customer data.
Every issue gets an owner and a due date.
A very poor response opens a case automatically (up to five per location per day), and any response can be made a case with one click. Each case has a named owner, a due date, a status and one timeline of every change.
Thresholds can be set for a score decline, a sudden dip or an outlier branch. The responsible person is emailed when one is reached, rather than at the end of the reporting period.
For recurring issues, a Playbook attaches the steps the organisation has already agreed and records each one as it is completed.
You define the escalation chain and the time allowed at each level. A case with no movement moves up to the next level, so the person with authority to act is informed in good time.
Illustrative example. Figures are not real customer data.
Reply to the person, and log the decision that fixed it.
Where a respondent has left contact details, you can send them a reply about the case, and the reply is recorded on the case timeline.
Work that is bigger than a single case is tracked as an initiative with an owner, notes and status, and linked to the cases behind it.
Significant changes are logged with the trigger, the owner and a before-and-after comparison, marked with how much data sits behind it, so the organisation has evidence of what worked.
Export a structured report for any period for board, franchise or regulatory review, without assembling the data by hand.
Illustrative example. Figures are not real customer data.
Know whether the loop is actually closing.
Five dimensions — awareness, response speed, ownership, culture and measured outcomes — are combined into one maturity score. It shows whether feedback is shaping decisions, not only how satisfied customers are.
Scores are shown against previous weeks, months and quarters, so a change can be judged against normal variation rather than read in isolation.
A short assessment across six dimensions (authority, numbers, culture, hearing, ownership and rhythm) places the organisation on a ladder and names what holds it back. It can be retaken, so progress shows over time.
Using figures you enter about your own business, the platform estimates the value at stake in unresolved negative feedback and the value of what has been resolved. Nothing is pulled from an accounting system.
Illustrative example. Figures are not real customer data.
A twenty-minute walkthrough using a scenario close to your own.