Enhance your customer service data with open-ended feedback analysis

Enrich, confirm, or refine the story told by your quantitative support metrics by tapping into open-ended customer feedback. Automatically analyze open-text feedback to identify performance drivers and understand which service attributes most influence satisfaction.

Open feedback analysis in customer service

Qualitative support insights? Yes, please!

Turn the thoughts of your customers into insights that drive the experience and improve support performance! No need to manually dig your way through open feedback texts. We’ll do that for you so that you can focus on what matters most: making your customers happy.

  • Perform text, topic, and sentiment analysis automatically
  • Turn unstructured text-based feedback into insights
  • Visualize open-ended response data
  • Manage high volumes of customer comments in a scalable manner
Qualitative support insights
NPS 64
There are numerous stories behind every KPI. NPS 64 can consist of this many promoters, neutrals, and detractors.

Look beyond the numbers

  • Organize open feedback into categories to get a better sense of what motivates your promoters, neutrals, and detractors
  • Identify popular or emerging trends that impact satisfaction
  • Discover customer service opportunities and risks
  • Break organizational silos and relay the correct information across different departments and teams

Link open-ended feedback to agents

  • Review agent-specific feedback to track performance
  • Pinpoint the source of negative feedback: agent performance vs. poorly thought out processes or subpar product features
  • Spot synergies between agents who handled the same ticket
  • Redirect positive feedback back to the agent to boost morale and celebrate success
  • Uncover training needs

Agent's latest feedback in mobile view
Open feedback support ticket

Open-text feedback doesn’t quite add up? Jump back into the ticket

All open-ended feedback is linked to the original customer request on your platform. If open customer feedback doesn’t tell the whole story, jump straight back into the original request for extra details.

Customer testimonials

5.0 / 5.0


“Working with Surveypal and the team has been amazing. They have a great product that works well and gets you the insight you need from your customers.”

5.0 / 5.0


“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”

5.0 / 5.0


“Surveypal helps us to see how we’re doing with customers on a day-to-day basis.”

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Anne Mikkilä - Customer Engagement Manager - Surveypal