Unlock the Full Potential of Customer Feedback: Introducing Flexible Sources in Surveypal CXM

Customer feedback is everywhere, but is it working for you?

At Surveypal, we’ve been asking ourselves this question. With Surveypal CXM, we’re setting a new standard for how feedback is analyzed and more importantly, used across an entire organization. At the heart of this lies one of our most powerful concepts: sources.

But what exactly do we mean by a source, and why is it a game-changer for customer feedback management?

What is a Source in Surveypal CXM?

Traditionally, a source is a single dataset or feedback channel. However, we think of it as a tailored representation of your raw data.

Think of it as the building block for how feedback can be sliced, diced, and combined to meet the needs of different stakeholders across your organization.

Here’s what that looks like in practice:

Scenario 1: A standalone survey
Imagine a customer satisfaction survey. By itself, it functions as a source. Simple and straightforward.

Scenario 2: Segmented feedback
Let’s say you’re in retail, the survey from the previous scenario collects customer satisfaction across all your store locations. With Surveypal CXM, you don’t have to treat this as one monolithic dataset. Instead, you can create a separate source for each store from the metadata, enabling granular insights tailored to specific locations.

Scenario 3: Combined data sources
Want to focus on feedback about your product? No problem. Pull data from e.g. surveys and online reviews to create a unified source that focuses on product-related feedback.

This level of flexibility ensures that your feedback goes from being data to actionable intelligence.

Why we need a new way to look at data

Most feedback tools treat one dataset as one source. Whether it’s a survey, ticket feedback, or an online review platform such as Trustpilot, you’re stuck with rigid silos of information. But real-world organizations are much more complex than that.

Different stakeholders – be it a store manager, a product team, marketing or the C-suite, need different views of the same feedback. Surveypal CXM changes the game by letting you:

• Tailor insights to match specific needs.
• Combine datasets to uncover broader patterns.
• Segment data to focus on what matters most to a particular role or department.

No more “one size fits all”, Surveypal CXM sources let you design a system that truly works for everyone in your company.

Democratizing customer experience management

Customer feedback has traditionally been siloed, accessible only to specific teams or departments. With Surveypal CXM, we’re flipping the script. Our goal is to democratize feedback, making it a resource for the entire organization, not just customer-facing teams.

Here’s why this matters:

• A salesperson can understand how customers view their product line.
• A store manager can analyze trends specific to their location.
• A product manager can explore what customers say about a product.
• The marketing team can examine how the brand is perceived.
• Executives can see the big picture without wading through irrelevant details.

By enabling flexibility through sources, we ensure that every role has access to the right data, at the right time, in the right way.

Because at the end of the day, when customers voice their concerns and opinions, we should treat that as a possibility to improve. Not something that is kept sunk deep in a sea of data.

Why this matters to You

When customer feedback is flexible, it becomes powerful. Surveypal CXM’s approach to sources gives you the tools to:

• Make data-driven decisions that improve customer experiences.
• Empower teams across the organization with relevant insights.
• Stay ahead of competitors by offering a truly tailored feedback system.

While others stick to rigid systems that only serve narrow needs, we’re redefining what customer experience management can do. With Surveypal CXM, the data serves you. Not the other way around.

Let’s make feedback work for everyone

At Surveypal, we believe in creating tools that help businesses listen better, act smarter, and grow faster. Our sources capability is just one way we’re making CX more accessible and impactful for organizations of all shapes and sizes.