AI-powered XP platform — customer interaction analytics is here
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Solution
Transactional Feedback.
Capture customer feedback at the moment it matters most. Surveys triggered automatically after every interaction, across every channel, with real-time alerts and closed-loop follow-up built in.
12+
Transaction channels supported
Real-time
Feedback within minutes
CSAT·CES·NPS
Multi-metric per touchpoint
Closed-Loop
Automated alert & recovery
Why Transactional Feedback
The right question, at the right moment.
Relationship surveys tell you how customers feel overall. Transactional feedback tells you how they felt right now about the specific interaction they just had. That immediacy is what makes it actionable: the context is fresh, the memory is precise, and the signal is unambiguous.
When a customer finishes a call, completes a purchase, receives a delivery, or walks out of a branch the experience is still vivid. Transactional feedback captures that moment before recall bias dilutes it, connecting a satisfaction score directly to a specific event, agent, channel, and process.
Synopticom triggers, collects, and routes transactional feedback automatically across every channel. No manual distribution, no gaps in survey fatigue management, no orphaned data silos.
At a glance
Event-triggered
Surveys fire automatically after each transaction
Minutes, not days
Feedback captured while the experience is still fresh
Every channel unified
One platform for digital, voice, in-person & self-service
Closed-loop built in
Detractor alerts route to responsible owners instantly
Transaction Channels
Every touchpoint. Every channel. Covered.
Customers interact with your organisation across a wide spectrum of channels each one a moment of truth that shapes perception and loyalty. Synopticom triggers contextual, channel-appropriate feedback at every transaction type, then unifies all signals into a single experience layer with consistent KPIs, comparable benchmarks, and cross-channel analytics.
Digital Channels
Website & E-commerce
Post-purchase, post-checkout, and post-browsing micro-surveys embedded natively in the web journey. Triggered by order confirmation, account creation, or support ticket resolution.
CSAT · CES · tNPS
Mobile App
In-app feedback prompts after key actions bill payment, transfer completion, claim submission, appointment booking. SDK-native or webview, with smart frequency capping.
CSAT · CES · tNPS
Email
Personalised post-transaction email surveys triggered by CRM or service desk events. Embedded single-click rating with optional follow-up. Optimised for inbox rendering and mobile open rates.
CSAT · CES · tNPS · Open-text
SMS & Messaging
Two-way SMS, WhatsApp, and Viber surveys for immediate post-interaction feedback. High open rates, conversational format, ideal for service recovery alerts and time-sensitive touchpoints.
CSAT · tNPS · Quick response
Voice & Contact Centre
Post-Call IVR
Automated IVR survey triggered immediately after call completion. Warm transfer from agent to survey no callback, no delay. Integrates with Genesys, Avaya, Cisco, and Amazon Connect.
CSAT · CES · tNPS · FCR
Post-Chat
Inline survey delivered at chat close live agent or chatbot. Captures satisfaction, effort, and resolution in the same window. Works with Zendesk, Intercom, LiveChat, and custom widgets.
CSAT · CES · Resolution
Post-Video Call
Feedback collection after video consultations, remote advisory sessions, and virtual appointments. Captures both service quality and channel preference data for hybrid service models.
CSAT · CES · Channel pref.
Post-Email Resolution
Survey triggered when a support ticket or email thread is marked resolved. Validates that the issue was genuinely fixed from the customer's perspective not just closed in the system.
CSAT · Resolution · Effort
In-Person & Physical
Branch & Store Visit
Post-visit SMS or email triggered by queue management, appointment, or POS system. Captures the in-branch experience while the visit is still fresh service, wait time, environment.
CSAT · CES · Visit drivers
Delivery & Fulfilment
Feedback triggered by delivery confirmation, installation completion, or field service visit. Measures the last-mile experience punctuality, condition, professionalism the touchpoint customers remember most.
CSAT · On-time · Condition
Appointment & Consultation
Post-appointment surveys for advisory meetings, financial consultations, medical visits, and service appointments. Captures the advisory quality and outcome not just the logistics.
CSAT · Advisor rating · Outcome
Kiosk & In-Location
Tablet kiosk or QR-code-triggered feedback at the point of experience lobby, waiting area, service desk. Captures feedback from customers who may not respond to follow-up surveys.
CSAT · Quick pulse · Smiley
Self-Service & Lifecycle Events
Onboarding
Multi-stage onboarding feedback after sign-up, after first use, after 30 days. Tracks the new customer journey from acquisition through activation to early loyalty formation.
CSAT · CES · Activation · tNPS
Contract & Renewal
Feedback at contract signing, renewal, upgrade, or plan change. Captures satisfaction with terms, pricing communication, and the decision-making process a critical churn-prevention signal.
CSAT · tNPS · Intent to renew
Payment & Billing
Post-payment and post-billing-inquiry feedback. Billing is the most common source of customer friction capturing feedback here identifies systemic issues before they escalate to complaints.
CSAT · CES · Clarity
Complaint Resolution
Post-complaint-closure survey validating resolution quality from the customer perspective. Measures whether the issue was truly resolved, the effort required, and willingness to continue the relationship.
CSAT · CES · Recovery · tNPS
Platform Capabilities
Not just collection. Intelligence.
Transactional feedback becomes powerful when it's contextualised, analysed, and acted upon automatically. Synopticom connects every response to the transaction metadata channel, agent, product, location, time and routes insights to the teams who can act on them in real time.
Event-Driven Triggers
Surveys triggered automatically by CRM events, POS transactions, ticket closures, delivery confirmations, and API webhooks. No manual distribution lists, no batch scheduling, no orphaned touchpoints.
Smart Frequency Capping
Intelligent throttling ensures no customer is over-surveyed. Rules engine manages cooldown periods, channel priority, and per-customer survey budgets maintaining response rates without survey fatigue.
Closed-Loop Alerts
Detractor and low-score responses trigger instant alerts to responsible managers by branch, team, product, or channel. Case management tracks every recovery action to resolution and measures service recovery effectiveness.
AI Text Analytics
Open-text responses analysed automatically for sentiment, theme, and root cause. AI categorisation surfaces recurring issues across thousands of responses turning qualitative feedback into quantitative patterns.
Cross-Channel Benchmarking
Compare CSAT, CES, and tNPS across every channel and touchpoint on a single dashboard. Identify which channels outperform, which underperform, and where investment should shift with consistent metrics and comparable scales.
Metadata Enrichment
Every response is automatically enriched with transaction metadata product, location, agent, channel, time, value. This transforms a survey response from a score into a diagnostic signal tied to a specific operational context.
Complete picture
Transactional + Relational = full CX intelligence.
Neither transactional nor relational feedback alone tells the complete story. Transactional feedback captures what happened at each touchpoint. Relational feedback captures how customers feel about you overall. Synopticom connects both layers so a drop in relational NPS can be traced back to specific transactional touchpoints, and a spike in post-call dissatisfaction can be assessed for its impact on overall loyalty.
Start capturing feedback at every touchpoint.
Synopticom designs, integrates, and manages your transactional feedback programme from trigger configuration to closed-loop recovery. Every channel. Every transaction. Every signal.
Frequently Asked Questions