NPS and CSAT
Run the two questions that actually get answered: a 0 to 10 recommendation score, or a satisfaction rating after an interaction. Both with an optional comment.
NPS & CSAT SURVEYS
Ask the question, and know which customer answered
Run NPS and CSAT surveys from the CRM and send them by link, email, Telegram or WhatsApp. Every score lands on the contact record next to the deals, the tickets and the conversation history, so a detractor is a person you can open rather than a number in a chart.
- NPS and CSAT
- Link, email, Telegram, WhatsApp
- Scores on the contact record
app.crmsolid.com/surveys
NPS · liveHow likely are you to recommend us to a colleague?
012345678910
0 = not at all · 10 = extremely likelyPicked 9
Results
NPS
+42
Promoters58%
Passives26%
Detractors16%
Every response is attached to its contact
Feedback that does not end up in a separate tool
A survey product tells you the score. A survey inside the CRM tells you who gave it, what they bought, who answered their last ticket and what to do about it.
Send it where they already are
Deliver by shareable link, by email, or straight into a Telegram or WhatsApp conversation. Response rates follow the channel the customer already uses, not the one you prefer.
Scores on the contact record
Every response attaches to the contact, so a low score sits next to the deal, the invoice, the support tickets and the whole conversation history rather than in a separate dashboard.
Segment who you ask
Pick the contacts to survey from the CRM you already segment with: tags, pipeline stage, lifecycle. You are not exporting a list to paste into another product.
The score computed properly
Promoters, passives and detractors are split the standard way and the NPS is calculated from them, so the number you report is the number everybody else means by NPS.
Chat ratings after a conversation
The live chat widget can ask for a rating when a chat ends, and the result is recorded against the same contact as everything else.
Satisfaction on support tickets
A ticket carries its own satisfaction rating, so support quality is reported next to first reply time and resolution time rather than guessed at.
Act on a detractor immediately
A bad score is a contact record. Assign it, tag it, open a ticket, put it in a sequence or just message the person on the channel they answered from.
Turn responses into follow-up
Enrol the people who answered in a paced sequence: a thank-you to promoters, a real conversation with detractors, all from the same workspace.
What NPS and CSAT are for
NPS asks one question: how likely somebody is to recommend you, on a scale of 0 to 10. CSAT asks how satisfied they were with a specific interaction. Both are useful because they are short enough to be answered, and both are nearly useless when the answer arrives detached from the person who gave it.
That detachment is the normal state of affairs. The survey tool holds the scores, the CRM holds the customers, and the two are joined once a quarter by somebody exporting a spreadsheet. Running the survey from the CRM removes that step: the score is already on the contact when it arrives.
How the score is calculated
Responses split into promoters, passives and detractors on the standard bands, and NPS is the percentage of promoters minus the percentage of detractors. The result runs from -100 to +100.
We compute it the standard way on purpose. A vendor with its own creative definition of NPS produces a number that cannot be compared to anything, which defeats the reason to track it at all.
What changes when the score has a contact attached
A detractor stops being a bar on a chart. You can see what they bought, what they last complained about, who answered it, how long it took and whether the invoice is still unpaid. The follow-up writes itself, and it happens on the channel they already use.
It works in the other direction too. A promoter with an open deal is a case study, a referral and a review request in the same record, and every one of those is a conversation the team can start from the inbox they are already in.
What it costs
Surveys start on Pro at $24.99 a month with 500 responses a month; Business at $99 has no response cap. They are not part of the Free plan. Chat ratings on the live chat widget and satisfaction ratings on support tickets follow their own features.
Frequently asked questions
NPS, the 0 to 10 recommendation question, and CSAT, a satisfaction rating after an interaction. Both can take an optional written comment.
By shareable link, by email, or directly into a Telegram or WhatsApp conversation with a contact. You pick the channel per send.
Onto the contact record, next to the deals, invoices, tickets and conversation history. The results screen also shows the score with its promoter, passive and detractor split.
Yes. Promoters minus detractors as percentages, on the standard bands, giving a score between -100 and +100, so it is comparable to any other NPS number you have.
No. They start on Pro at $24.99 a month with 500 responses a month. Business at $99 removes the response cap.
Yes. The live chat widget can request a rating when the conversation ends, and support tickets carry their own satisfaction rating, both recorded against the same contact.
What to do with the answers
Ready to ship
Find out who is unhappy while you can still fix it
Surveys are included from Pro, with 500 responses a month.
Free forever plan · GDPR-ready · No credit card required