NPS and CSAT surveys only drive improvement if they trigger automatically, capture responses reliably, and route detractors to recovery action before they churn. In most companies, surveys are sent manually in batches, responses live in a slide deck, and detractor follow-up is inconsistent.

Utilyx models satisfaction measurement as an executable workflow: auto-trigger after resolution, multilingual capture, conditional routing of detractors to escalation and promoters to testimonials, and a live dashboard.

• Auto-trigger: when a case is closed, the workflow sends an NPS or CSAT survey via the customer's preferred channel — email, in-app, SMS — in their language (7 languages supported).

• Capture: the customer rates via an embedded form or app widget; the score and verbatim are recorded on the case and customer record.

• Conditional routing — detractors: scores 0-6 (NPS) or 1-2 (CSAT) auto-route to a recovery workflow — the case is reopened, a senior agent or manager is assigned, and a follow-up call is scheduled within 24 hours.

• Conditional routing — promoters: scores 9-10 (NPS) auto-trigger a testimonial or review request routed to marketing, with consent capture.

• Dashboard: the live NPS/CSAT dashboard rolls up scores by team, product and channel. usePDF generates periodic satisfaction reports for executive review.

• Trend analysis: the workflow tracks score evolution per customer and segment, flagging declining accounts for proactive outreach.

Teams using Utilyx lift response rates by 35% thanks to timely, in-context surveys, and recover 30% of detractors through automated escalation within 24 hours.

The no-code visual designer lets a CX manager own the survey and routing logic without developers, and the AI copilot builds the conditional routing from a plain-language description — 60% faster deployment at 70% lower TCO.