NPS survey distribution

Retently sends Net Promoter Score surveys to a company's customers. A Beam agent reads the contact list and timing rules a customer set, works out who is due a survey, and issues it to eligible recipients through the connector. It records who was contacted and when. Contacts flagged as sensitive, recently surveyed, or missing consent are held for a person to confirm before anything goes out. Routine, in-policy sends proceed on their own, so teams gather feedback on schedule without assembling recipient lists and timing each send by hand every cycle.

Response sentiment tagging

Retently collects survey scores and written comments from respondents. A Beam agent reads each response as it arrives, applies your rule for grouping scores into promoters, passives, and detractors, and tags the comment with the themes you defined. Clear responses are categorized and filed against the customer record on their own. Comments that are ambiguous, mixed, or mention serious problems are routed to a person to read and classify. This keeps feedback sorted as it comes in, so teams see patterns forming without anyone reading every single comment to label it first.

Detractor follow-up routing

Retently marks unhappy customers through their low survey scores. A Beam agent reads incoming detractor responses, applies your rule for severity and account value, and opens a follow-up task assigned to the right owner. It attaches the score, the comment, and recent context so the owner can act quickly. Responses that mention churn risk, legal concerns, or high-value accounts are escalated to a manager rather than queued normally. Routine detractor alerts are raised as they land, so the team reaches unhappy customers promptly instead of finding a bad score days later in a report.