Surveys that send themselves at the right moment

The best time to ask about a rental is the day it comes back. Surveys in Knowledge ERP trigger off business events, so the ask arrives while the experience is fresh, under your branding, with reminders and expiry handled for you.

What you get

NPS, CSAT and the surveys people actually answer

Response rates fall off a cliff with time. A survey that goes out the morning after a job gets answered. The same survey sent in a monthly batch gets ignored, because by then the customer has to work out which visit you mean before they can even start.

That is the argument for triggering off events instead of running campaigns. A finished appointment, a returned rental, a completed order and a closed return are all moments where a customer has just formed an opinion, and each one can fire its own survey with its own questions.

Net Promoter Score, customer satisfaction scores and open-ended comments all work the same way here. Build the questions, pick the trigger, set the reminder and the expiry, then read the responses next to the order or rental that produced them. A score sitting beside the operational record is easier to act on than one in a separate dashboard, because you can see which location, which staff member and which job it came from.

What this is not

It is customer feedback software, not an employee engagement platform. There are no engagement benchmarks, no anonymized HR reporting and no org-chart rollups. If what you need is a staff pulse survey, use a tool built for that.

What it does well is asking your customers one short question at the moment they have an answer, and putting the reply where the rest of the record already lives.