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.

The workflow is structured as a decision tree with 3 branches (detractor recovery, passive nurture, promoter advocacy) and 7 steps end-to-end. Every score is logged in the nps_audit subtable. Companies without systematic NPS lose 15% revenue from silent detractors.

• Step 1 (Start — Case closure): when a case is closed, the workflow captures case_id, customer_id, case_category, agent_id, closure_date. A survey trigger is fired on the customer's preferred channel.

• Step 2 (Survey dispatch): the workflow sends an NPS or CSAT survey via the customer's preferred channel — email, in-app, SMS — in their language (7 languages supported). The survey carries case_id and a unique survey_token.

• Step 3 (Capture): the customer rates via an embedded form or app widget — mandatory fields survey_id, nps_score (0-10) or csat_score (1-5), verbatim_comment, customer_id. The score and verbatim are recorded on the case and customer record via sql-query against customer_score_history.

• Step 4 (Branch — score routing): Branch A (detractor — NPS 0-6 or CSAT 1-2): auto-route to the recovery workflow. Branch B (passive — NPS 7-8 or CSAT 3): route to a nurture sequence with improvement tips. Branch C (promoter — NPS 9-10 or CSAT 4-5): route to the advocacy workflow.

• Step 5 (Detractor recovery — sub-branch): the case is reopened, a senior agent or manager is assigned, and a follow-up call is scheduled within 24 hours via call-connector. The recovery action is logged in recovery_log subtable. If the customer re-scores as passive/promoter within 14 days, the recovery is marked successful.

• Step 6 (Promoter advocacy — sub-branch): scores 9-10 (NPS) auto-trigger a testimonial or review request routed to marketing via webhook, with consent capture (consent_flag). The testimonial is stored in testimonial_pool for marketing reuse.

• Step 7 (Dashboard & reporting): the live NPS/CSAT dashboard rolls up scores by team, product and channel. usePDF generates the monthly satisfaction report for executive review. The workflow tracks score evolution per customer and segment in the customer_score_history table, flagging declining accounts (score drop > 2 points) 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 — preventing the 15% revenue loss from silent detractors that companies without systematic NPS suffer.

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. The declining-account flagging turns NPS from a metric into a proactive retention lever.