Eco
A ready-to-use foundation for measuring customer satisfaction. Customers answer an NPS survey with per-aspect ratings and a comment; the team gets the score, the trend, and — more importantly — the detractors worth calling back.
App FoundationData & DashboardsNPS and CSATRespondent and team viewsVoice of customer
Overview
A score is not the point. Knowing who to call back is.
Collecting NPS is easy; acting on it is where most survey tools stop. This foundation pairs a short multi-question survey with a team view that separates promoters from detractors, breaks satisfaction down by aspect, and groups what people actually wrote into themes.
Ask NPS, per-aspect ratings, and one open comment in under a minute.
Track NPS, response rate, and average satisfaction in one view.
Split promoters, passives, and detractors, and follow up on the latter.
Group free-text comments by theme to see what keeps coming up.
Included
What this foundation includes
The full feedback loop — survey answered to detractor contacted — ships working out of the box.
Dashboard with NPS, response rate, and average satisfaction
Promoter, passive, and detractor breakdown
Satisfaction by aspect: service, speed, and product
NPS trend over time and 0-10 score distribution
Comment list with segment filters, search, and CSV export
Detractor follow-up so low scores get contacted
Automatic grouping of comments by theme
Built-in structure
Aspects, bands, and roles ready to use
Defaults that match how satisfaction is usually measured — and that Swapps adapts to your questions.
Three rated aspects: service, speed, and product
NPS bands: promoter 9-10, passive 7-8, detractor 0-6
Respondent and team roles, each with its own views
Pre-loaded responses, comments, and trend history
Customization
What Swapps customizes
This is a starting point, not a rigid off-the-shelf SaaS app.
Survey distribution by email, SMS, or inside your product
Automatic triggers after a purchase, ticket, or delivery
Custom questions, aspects, and rating scales
Segmentation by client, channel, region, and team
Close-the-loop workflows and detractor alerts
Integration with your CRM and support desk
Next step
Connect with an ExpertMake it yours.
This foundation is ready to be configured with your questions, your aspects, and your follow-up rules, then deployed to your real customers. Connect with a Swapps expert to scope the build.