Feedback Management

Handling your satisfaction surveys in the same tool you use to manage your public online reputation with Review Management lets you quickly identify dissatisfied customers and reach out to them directly to resolve any issues. This allows you to proactively improve the customer experience while strengthening your online visibility.

NPS measures how likely a customer is to recommend your brand, on a scale of 0 to 10 (promoters 9-10, passives 7-8, detractors 0-6), giving a final score between -100 and +100. It’s a long-term loyalty indicator. CSAT measures satisfaction in the moment, right after a specific interaction, on a scale of 1 to 5 (or 10, depending on the format); it’s the short-term complement to NPS. Used together, they give you a complete picture of your customer satisfaction: NPS for overall loyalty, CSAT for performance at a given touchpoint.

You can include an NPS question, CSAT questions, an open-ended question, multiple-choice questions, and conditional questions that adapt based on the answer given to the previous question, up to a maximum of 10 questions, to build a satisfaction survey that really performs.

Only the NPS question is mandatory. For the rest, you choose whether each question is mandatory or not, and vary the questions based on previous answers.

We can tailor your questionnaire to match your brand style and include the most relevant questions to better understand your locations’ strengths and areas for improvement.

Two methods are available:

– Via your ESP: you send your questionnaires from your own email marketing tool connected to your CRM, with a collection link that can be customised for each customer.
– Directly from Partoo: you import your contact list, or connect your database via API for automatic sending. Partoo takes care of sending the emails (logo/colour customisation, with DNS authentication handled on the client side).

Yes, you can redirect respondents to your Google listing at the end of the survey.

For every piece of customer feedback, our AI assistant Jim generates up to three response suggestions tailored to it. You can send them as they are, edit them before sending, or regenerate new ones if none of them fit, from your computer or the mobile app. This way, you stay in control of every reply.

An internal ranking lets head office compare average scores and response rates across all outlets, so you can analyse customer satisfaction both at network level and locally. Access management stays flexible: head office keeps central governance, while still being able to grant dedicated access to local teams.

Yes. Our Voice of Customer offering brings together public reviews (managed with Review Management), the satisfaction surveys you collect (that’s where Feedback Management comes in) and your competitors’ reviews (Competitive Intelligence). Understanding where the voice of the customer plays out along the buying journey lets you act before a friction point turns into a negative review.