NPS Customer Survey Question Designer

Customer feedback data is the complete record of what participants, customers, or program beneficiaries tell you about their experiences—including structured survey responses, open-ended comments, interview transcripts, document uploads, and behavioral metrics. The critical element is maintaining unique identifiers that keep every data point connected from collection through analysis.

This matters because traditional survey tools treat feedback as disposable snapshots. They capture numbers without names, collect comments without context, and force teams into weeks of manual cleanup before analysis can even begin. The hidden cost shows up everywhere: program managers spending 80% of their time fixing duplicate records instead of improving services, evaluators waiting months for qualitative coding that's outdated before it's finished, and funders receiving static reports that can't answer follow-up questions.

Sopact prevents data fragmentation through three foundational features that work together. First, Contacts assign every participant a persistent unique ID from day one—just like a CRM assigns each customer a permanent record. You collect demographic information once, and that Contact becomes the anchor point for every piece of feedback that person will ever provide.

Second, Relationships connect multiple surveys to the same person without manual matching. You simply navigate to your survey, select the Contact group, and click Add. Now every response automatically maintains the connection to the same person across all time points—no export-match-import cycles required.

Third, Unique Links enable seamless back-and-forth for data corrections and follow-ups. Every Contact and every survey response gets its own personalized URL. When someone submits incomplete information or you need to verify an inconsistent response, you send them their unique link. They click it, see their existing information pre-populated, and can correct or complete only what needs fixing. The system tracks changes and maintains data continuity automatically.

Intelligent Cell transforms individual data points—like a single cell in a spreadsheet. Use it when you need to extract insights from open-ended responses, analyze documents, apply custom evaluation rubrics, or perform sentiment analysis on specific feedback. For example, if you have 100 responses about training confidence, Intelligent Cell can extract confidence levels, identify barriers, and tag themes in seconds as each response arrives.

Intelligent Row summarizes across an entire participant record—analyzing all the data from one person across multiple surveys, documents, and interactions. Use it when you need to understand one individual's complete journey or create plain-language summaries for decision-makers. Scholarship reviewers, for instance, use Intelligent Row to get AI-generated summaries of applicants instead of reading hundreds of pages manually.

Intelligent Column creates comparative insights across all participants—examining patterns when you look at everyone together. Use it when you need to identify common themes, calculate prevalence of specific feedback, or correlate qualitative comments with quantitative outcomes across your entire dataset. It answers questions like "What are the most common satisfaction drivers affecting retention?"

Intelligent Grid provides cross-table analysis and automated report generation—examining multiple variables across many people over time. Use it when you need stakeholder-ready reports that synthesize everything: executive summaries, demographic breakdowns, qualitative themes, statistical analysis, and data-driven recommendations. It generates complete reports in minutes that would traditionally take 20+ hours of manual work.

Static reports document what happened at a specific moment in time. You export data, build charts, write summaries, generate a PDF, and email it to stakeholders. Three days later, when someone asks a follow-up question your report doesn't address, you need to go back to raw data, rerun analysis, and create an updated version. By then, the program has moved forward and your findings feel outdated.

Sopact's living documents eliminate this cycle entirely. When you generate a report through Intelligent Grid, you receive a live link instead of a PDF. Share it with anyone—they see the same designer-quality report you created. Here's the transformative part: as new customer feedback data arrives, the report updates automatically. A stakeholder asks a follow-up question three weeks later? The report already reflects data collected since you first shared it, with no rerunning analysis or creating updated versions.

The difference fundamentally changes how organizations use customer feedback data. Static reports require you to anticipate every question stakeholders might ask. Living reports let stakeholders explore the data themselves, filtering by segment, time period, or demographic group. Static reports age the moment you send them. Living reports stay current because they're connected to continuously updating data.

A complete stakeholder-ready report generates in approximately four minutes from the moment you click "Generate." This includes executive summaries with key metrics, demographic breakdowns showing which groups benefited most, qualitative themes extracted from hundreds of open-ended comments, correlation analysis between interventions and outcomes, and specific recommendations based on the data.

The traditional approach to creating the same report requires 20+ hours of work: exporting data from multiple sources, cleaning and matching records, building pivot tables, selecting representative quotes, creating charts, running statistical analyses, and writing narrative summaries. By the time these findings reach decision-makers, the program has often moved forward and the insights feel historical rather than actionable.

What makes Intelligent Grid so fast is that it's working with clean, connected data from the start. Because Contacts maintain persistent unique IDs and Relationships link surveys automatically, there's no manual matching required. Because Intelligent Cell and Intelligent Column have already processed qualitative feedback in real-time as responses arrived, there's no weeks-long coding delay. The report generation is fast because the underlying data architecture was designed for continuous analysis.

Yes, Intelligent Cell processes multiple types of qualitative inputs beyond standard survey responses. It can analyze open-ended text comments, extract insights from uploaded PDF documents ranging from 5 to 100 pages, process interview transcripts, evaluate essays against custom rubrics, and perform consistent analysis across document-heavy applications like scholarship reviews or compliance assessments.

For example, scholarship programs use Intelligent Cell to process applicant essays, automatically scoring dimensions like academic preparedness, community impact, financial need, and program alignment. Healthcare organizations analyze patient feedback documents and clinical notes. Nonprofit evaluators process interview transcripts and program reports. Each analysis follows the same custom methodology you define, applied consistently across all submissions regardless of length or format.

The power comes from combining document analysis with structured data. When an applicant's Contact record includes their essay, transcripts, recommendation letters, and survey responses, Intelligent Row can synthesize everything into a plain-language summary. When 200 program participants submit both quantitative satisfaction scores and qualitative exit interviews, Intelligent Column can identify which themes correlate with high satisfaction across everyone. The system treats qualitative documents as first-class data sources, not afterthoughts.