Customer survey

A customer survey is a structured way to collect feedback from customers, users, patients, members or other target groups. It is used to understand how customers experience, for example, service, deliveries, products, website, contact channels or the customer journey as a whole. With Entergate, the customer survey can be adapted to your goals, target groups and key metrics, for example NKI, NPS, CSAT or CES.

Customer survey as a service means that Entergate helps you through the entire process – from planning, questions and method to distribution, collection, dashboards, reports and analysis. It suits organisations that want to run professional customer surveys without having to build and operate everything in a survey tool themselves. You get a complete, tailored setup and can follow the results in real time.

Customer survey as a service is for those who want Entergate to help with all or large parts of the delivery. We help you with the setup, questions, distribution, collection, dashboards, reports and analysis. esMaker is Entergate's survey platform for organisations that want to create and manage their own surveys themselves. In esMaker you get access to the platform and can build customer surveys, forms, reports and dashboards on your own, or with assisted expert support from Entergate.

Yes. If you want to create and manage customer surveys yourselves, you can use esMaker. You then get access to Entergate's survey platform and can build surveys, send mailings, follow responses and create reports yourselves. It suits organisations that want to work continuously with several types of surveys or just one customer survey, but still have the option of expert support when needed.

You can get help with the entire process: goals and setup, question design, method choice, distribution, reminders, collection, dashboards, reports, AI analysis, free-text analysis and support with follow-up. Entergate can take care of the practical work so that you get a professional customer survey with clear results, rather than having to spend time yourselves on technical setup and report production.

The most important thing is that you contribute goals, target group and basic information about what you want to understand. Entergate then helps you shape the setup, questions, distribution and reporting. You therefore do not need finished questions, finished reports or technical knowledge from the start. We can guide you through the process and help with the practical work, while you contribute operational knowledge and decisions about how the survey will be used.

It depends on how much support you want. Some customers want Entergate to run the entire process, while others want support in selected parts, for example question wording, reports, dashboards or analysis. You can choose a setup where we do a great deal for you, or a more assisted setup where you work more yourselves in esMaker with support from our experts.

The price depends on the setup, scope and how much support you want. Factors include, for example, the number of measurements, target groups, report levels, dashboards, analysis, integrations and whether the survey is a one-off or ongoing. Entergate does not charge per collected response. The setup is instead adapted to what you want to run and the support you need. Contact us and we will put together a setup based on your needs.

Start-up cost and contract depend on the setup you choose. A customer survey as a service can look different depending on whether you want a single measurement, recurring customer surveys, automated flows or access to esMaker as a platform. Before you start, you get a clear picture of what is included, for example setup, question work, distribution, dashboards, reports, support and expert support.

Yes, customer surveys can start from ready-made templates and proven question areas. That can include, for example, NKI, NPS, CSAT, CES, customer service, delivery experience, website feedback or ongoing customer feedback. At the same time, templates should always be adapted to your organisation, your customer journey and what you actually want to be able to act on afterwards. A good template is a strong starting point, but the best customer survey is tailored to the purpose.

The time required depends on scope and setup. A simpler customer survey can get started relatively quickly if the target group, questions and distribution are clear. A more extensive survey with dashboards, segmentation, report levels or integrations requires more planning. Entergate helps you set a realistic timetable based on what is to be measured, which customers should be included and how the results should be presented.

The questions should start from what you want to understand and which part of the customer journey you want to measure. Common question areas are overall satisfaction, willingness to recommend, how people are treated, accessibility, quality, simplicity, expectations and suggestions for improvement. Entergate helps you formulate questions that fit the target group, the measurement and what you want to be able to act on afterwards.

NKI measures overall customer satisfaction. NPS measures customer loyalty and willingness to recommend. CSAT measures satisfaction after a specific contact, event or experience. CES measures how easy or difficult the customer found it to get help or complete a matter. Together the metrics give a broader picture of the customer experience – from overall satisfaction to loyalty, service experience and friction in the customer journey.

Yes, NKI and NPS can be combined in the same customer survey. NKI shows how satisfied customers are with your organisation as a whole, while NPS shows how likely they would be to recommend you. By combining NKI and NPS you get both a strategic measure of customer satisfaction and a clear measure of customer loyalty.

Yes, customer surveys can be sent by both email and SMS. Email works well for more extensive surveys, NKI measurements and recurring follow-ups. SMS is particularly useful when you want to collect quick feedback close to a customer event, for example after a completed matter, a visit, a delivery or a contact with customer service.

Yes, you can use a setup where the first question or a clear response button is placed directly in the email. That can lower the barrier for the customer to respond and help increase the response rate. It is often used for shorter customer feedback, NPS, CSAT or follow-ups after specific customer events where you want to make it as easy as possible to leave a response.

Yes, customer surveys can be automated so that the right survey is sent at the right time. That can happen, for example, after a purchase, a completed matter, a delivery, a visit or a contact with customer service. With integrations and API connections, customer feedback can be collected continuously without manual handling. The results can then be updated in dashboards and reports in real time.

Yes, customer feedback can be collected directly on the website with a pop-up, Webpoll, feedback widget or embedded forms. That makes it possible to capture views from visitors while they are using the website. Website feedback is particularly useful when you want to understand whether visitors find the right information, where friction arises and how the website's content or user experience can be improved.

Website feedback is feedback collected directly from visitors on a website. It can be done with a pop-up, a Webpoll or a feedback widget that asks a question or collects views at the right moment. It is a good complement to customer surveys because it captures the experience directly in the digital customer journey.

The results can be presented in dashboards, reports and permission-controlled views. You can follow key metrics such as NKI, NPS, CSAT and CES, see trends over time and analyse results by target group, channel, region, department or other relevant breakdown. The goal is that the results should be easy to understand, share and use in improvement work.

Yes, results from customer surveys can be followed in real time as responses come in. That means you can see response rate, key metrics, trends and customer feedback without waiting for a manual compilation. Real-time dashboards make it easier to follow developments and quickly identify areas that need attention.

Yes, results and reports can be exported and shared in formats that suit management, managers, departments or other stakeholders. PDF works well for finished reports, while PowerPoint can be used when the results are to be presented in meetings. The reports can be adapted so that they show both key metrics, trends, free-text insights and prioritised improvement areas.

Yes, different people can get access to different dashboards, reports or result levels. That means, for example, management, customer service, marketing, sales, regions or local units can see the information that is relevant to them. Permission control is particularly important when customer feedback is to be shared in larger organisations or when different parts of the organisation are responsible for different customer groups.

Yes, AI can be used to summarise customer feedback, analyse free-text responses, identify recurring themes and highlight possible improvement areas. That makes large volumes of open responses more manageable and easier to act on. AI support is particularly valuable when you want to understand what lies behind the figures and more quickly find patterns in customers' comments.

The results are most valuable when they are linked to clear improvement areas and accountable actions. It is about understanding what drives customer satisfaction, loyalty and friction – and then prioritising the areas that deliver the greatest effect. With dashboards, segmentation, free-text analysis, AI support and expert analysis, it becomes easier to move from results to decisions and improvement.

Customer surveys need to be handled with clear routines for GDPR, personal data, permissions and data storage. That is particularly important for organisations that process sensitive information or have high requirements for information security. Entergate is a Swedish platform with data storage in Sweden and support for permission control, report levels and secure handling of survey data.

Yes, customer survey as a service suits the public sector, private companies and organisations with high requirements for quality, security and reporting. The setup can be adapted for, for example, customers, citizens, patients, members, service users, suppliers or other target groups where you need to collect and follow up on feedback in a structured way.