NPS Score Responses

Delighted delivers a simple one-question survey and records the score along with any comment a customer leaves. A Beam agent reads each response as it comes in, applies the account's rule for the score bands, promoter, passive or detractor, and updates a customer record or notifies the right team when a detractor comes through. Comments that mention a live issue, like a bug or a billing problem, are routed straight to a person rather than waiting in a report. Passive or promoter responses with no comment attached usually just update the record, since there's nothing urgent to hand off.

CSAT and CES Follow-Up

Beyond NPS, Delighted also offers CSAT and CES surveys tied to a specific interaction, like a support ticket or a purchase. A Beam agent reads a completed survey, matches it back to the interaction it followed under the account's rule, and updates that record with the score, or notifies the person who handled it when the result is low. A pattern of low scores tied to one product area or team member is flagged for a person to look into rather than treated as one bad response. This ties feedback back to the moment it happened instead of leaving it as a floating number.

Detractor Alerts and Follow-Up

A detractor score on its own is a signal; what happens next is what matters to the customer. A Beam agent reads a new detractor response, checks the account's rule for who should be told, such as the account owner or a support lead, and notifies them along with the comment that came with the score. Detractors who are also high-value accounts, or who leave a comment describing a serious problem, are escalated immediately rather than added to a routine list. This keeps a low score from sitting unseen in a dashboard until someone happens to check it.