Aeion Forms for NPS Survey Programs
Customer satisfaction tracking — NPS / CSAT / CES — runs on dedicated platforms like Delighted / Qualtrics / Wootric / Hotjar at $300-3K/month + per-response fees. Aeion Forms ships native NPS scoring with weekly trend graphs, AI-powered sentiment and theme extraction on open-text responses (via the platform AI bridge, with a graceful fallback when no provider is configured), cross-tabulation of any survey field against any other, no-Zapier CRM sync via event bus. Three walkthroughs: SaaS quarterly NPS, transactional CSAT after support tickets, product feedback.
Why VoC (Voice of Customer) Programs Matter
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Walkthrough 1 — Quarterly NPS Program (B2B SaaS)
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Walkthrough 2 — Transactional CSAT (Support Tickets)
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Walkthrough 3 — Product Feedback Program
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AI Theme Extraction Deep Dive
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FAQ
Aeion uses industry-standard NPS calculation (promoters - detractors). Same scoring as Delighted, Qualtrics, etc. Comparable to industry benchmarks.
Comparable. Aeion's in-app prompts often achieve higher response rate than email-only surveys. Best teams: 35-45% response rate.
Sentiment and theme extraction run through your configured AI provider (any Aeion AI adapter) — accuracy tracks whatever model you connect. No AI provider configured means a neutral-default fallback rather than a failed request. Word frequency (no AI required) is always available as a directional signal.
Each survey response linked to customer via unique token. Customer's CRM context aggregated.
Yes. Privacy mode. Per-response no identifying info. Per-survey configurable.
Pivot any survey field against any other — e.g. NPS category by a plan-tier or industry question captured on the same survey. Computed fresh on each request; no separate analytics warehouse or cache to keep in sync.
Yes. Survey can include "team" question OR linked via user's team in CRM. Per-team aggregation.
Yes. Configurable threshold. Alert via email / Slack / push. Direct to assigned CS manager.
Per-customer cap (e.g., max 1 survey per month). Re-survey opt-out preference. Smart timing.
Aeion Localization integrates. Per-locale survey. Per-locale sentiment analysis (limited; English best).
Per-region compliance. GDPR consent. CAN-SPAM compliant for email. Right-to-erasure cascades.
Analytics and cross-tabulation are computed fresh from submissions on each request (in-memory, per-survey query capped at 50,000 responses) — fast for typical survey volumes, no separate analytics warehouse required.