BUSL-1.1 · Version 18.0.1.13.1

Customer Experience

NPS, continuous feedback, complaints and consent-tracked testimonials: customer listening inside your ERP.

Video · Customer Experience · 1:04
NPS over twelve months, promoters and detractors stacked, complaints beside them
NPS over twelve months, promoters and detractors stacked, complaints beside them
The survey as the client fills it in: the recommendation score, what explains it, and consent to be quoted as a testimonial
Client view The survey as the client fills it in: the recommendation score, what explains it, and consent to be quoted as a testimonial

Measuring satisfaction is easy. Not wearing the same people out while doing it, and doing something with the result, is a great deal harder.

A feedback is a register entry: a score, a comment or both, with its date, its channel and the client concerned. A programme links a survey to a measurement intent and sets the invitation template, the reminder delay and the minimum cadence between two solicitations.

⚠️ The guardrails are global, not per programme: a cooldown per contact across all channels, a Do-not-contact list, and the exclusion of files in collections. Three programmes each respecting their own rules can, together, write to the same client four times in a month.

The NPS score is computed over an honest window and stays hidden below ten responses: a score on three responses is not a score, it is an anecdote with a decimal point.

The closed loop on detractors carries a deadline. The complaints register follows ISO 10002: a real acknowledgement, root cause, satisfaction follow-up. Testimonials stay locked until a consent has been recorded.

Comparable to Qualtrics or Delighted (the essentials, in your Odoo)

bf_cx · Version 18.0.1.13.1 · Guide chapter · View the source · See it in the catalogue

1 add-on module

AI verbatim analysisSentiment, summary and themes of each comment, through the AI bridge.LGPL-3

Reading a hundred comments to find three trends takes half a day. The Analyser (IA) button gives each comment a sentiment, a one-line summary and up to five themes taken from your own vocabulary, and two filters sort out the negative comments and those still to be analysed.

⚠️ The comment is sent to the AI model through the AI bridge. The automatic daily analysis is off by default: it is switched on in the settings.

bf_cx_ai · Version 18.0.1.2.3 · Guide chapter · View the source

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