Measure the experience, find what moves it, and close the loop.
Ask NPS, CSAT and effort questions at the right moment, see which answers move the score, and give every unhappy customer an owner and a due date. Free to start.
Free to start. The Pro plan adds email invitations, website embeds and cross-tabs; Business adds Slack and Teams alerts and the API. Compare plans
The demo is read-only and uses example data. Once inside, open Meridian Analytics — Customer Relationship Survey or Loom & Co. — How Was Your Order? from My Surveys.
1.Ask at the right moment
Share a link in your order, support or renewal emails, or a QR code on the receipt. Link variables record an order number or campaign on every response. On Pro, send personal email invitations with reminders, and embed a survey in your site inline or as a pop-up. On Business, push responses in from your own systems through the API.
2.Scores you can trust
NPS is scored for you: promoters, passives, detractors and the signed score. Rating questions show their average, median, and top-two and bottom-two box. Responses over time draw an NPS or average trend, with periods of fewer than 30 answers drawn open so a thin base is visible.
3.Find what moves the score
Key drivers show which answers move the outcome, by correlation, and only with 30 or more answer pairs and a relationship that is both meaningful and significant. With AI analysis switched on, written comments become themes with quotes, and you can ask what detractors complain about and get an answer drawn from the responses. On Pro, cross-tabs mark significant differences.
4.Close the loop
An automation rule can email you when a rating crosses a value you set. The follow-up tracker gives each response that needs action a status, an owner and a due date, and you can message a respondent about their answer, anonymous respondents too, through a private link. On Business, post alerts to Slack or Microsoft Teams.
Start from a real template
Each opens its own page, where you can preview every question before you use it.
Customer Satisfaction Survey
A five-point satisfaction rating, the effort statement, likelihood to buy again and the recommend question scored as NPS.
Customer Effort Score (CES) Survey
The seven-point “made it easy” statement, whether the request was resolved, and where the effort came from.
Support Ticket Follow-up Survey
Sent after a ticket closes: speed, knowledge and courtesy, whether the issue is fully resolved, and overall satisfaction.
More on this topic: NPS surveys.
Guides: How to calculate NPS, What CSAT is and Customer effort score.
Questions people ask
Does it connect to our CRM?
There is no built-in CRM connector. On Business, outbound webhooks send a signed POST to your URL when a response completes, and the REST API pages through responses, so your developers or an integration tool can carry them into a CRM.
How do I know a change in NPS is real?
Look at the base first: the trend draws periods with fewer than 30 answers open, and automatic segments only test groups of 30 or more for a real difference. On Pro, cross-tab cells carry significance letters from a two-proportion z-test at 95%.
Can a detractor be followed up automatically?
An automation rule can email the survey's owner the moment a rating crosses a value you set, and you can put the response on the follow-up tracker with an owner and a due date. The person who follows up is still one of your team.
What does it cost?
Free covers unlimited surveys and 1,000 answers a month, which is about 100 complete responses to a 10-question survey (an answer is one person answering one question). Pro is US$19 a month and adds email invitations, website embeds, cross-tabs and 50,000 answers. Business is US$99 a month and adds webhooks to Slack and Teams, the API and a team workspace of up to 10. Prices exclude taxes. Customers in Australia are billed in Australian dollars, and the A$ price and GST are shown before you pay.
Free to start, and nothing to install.
Free to start. The Pro plan adds email invitations, website embeds and cross-tabs; Business adds Slack and Teams alerts and the API.