InsightSofa Innovations
Our commitment to moving the Customer Experience industry forward.
Innovation #5
Interactive Surveys
When we set out to make surveys more engaging and more valuable, we asked a simple question: what if you could communicate with respondents while they’re filling out the survey?
Interactive surveys make that possible. As respondents answer questions, you can instantly provide relevant information based on who they are or how they responded earlier in the survey — insights they would normally only receive afterward.
The result is a far more engaging experience. Respondents feel more involved, have more context while answering, and are significantly more likely to complete the survey.
In short, it’s better for everyone — for the respondent and for you.
Innovation #4
No Cold Calls.
Smart Voice Surveys.
Send surveys at the exact moment when the experience is still fresh — when respondents can provide the most accurate and valuable feedback.
The result? Significantly higher response rates and better insights from every survey.
Talk Anytime
Smarter Surveys
Richer Data
Your voice survey is delivered through the channel you choose — email, SMS, WhatsApp, and more. You decide when to respond.
An AI assistant lets respondents speak naturally. Then it follows up only on the questions that weren’t mentioned in their response.
Voice surveys unlock an entirely new layer of experience insights — including signals hidden in tone, emotion, and how something is said.
Customer Relationships
Know instantly which accounts are stable, which are growing, and where churn risk is emerging.
Key Account Management
Feedback is connected to specific customers, account managers, and commercial results.
Retention Center
InsightSofa automatically detects dissatisfied clients and assigns the case to the responsible person.
InsightSofa voice surveys are delivered through familiar channels like email or SMS. Respondents are notified about the survey and can choose how they want to provide feedback — by typing on their keyboard or simply speaking.
A new generation assistant
The voice assistant knows exactly how the survey should unfold and which questions need to be answered. It first lets the respondent speak freely, while in the background it continuously fills in answers to the questions already mentioned. At the end, it simply follows up on anything that wasn’t covered—resulting in fully completed surveys.
Innovation #3
Overall Experience Score (OES)
Overall Experience Score (OES) is an innovative methodology for measuring and managing both customer and employee experience, developed by InsightSofa. The method uses artificial intelligence to analyze the entire survey — including all questions and responses — and assigns an overall score on a 0–10 scale.
Unlike traditional methodologies such as NPS, CES, or CSAT, which focus on a single question, OES evaluates the full context of the survey. This provides companies with deeper insights and more accurate data for experience management and decision-making.
InsightSofa’s AI analyzes every question and response collected in the survey. Based on this analysis, it assigns several scores on a 0–10 scale across four key dimensions:
- Customer and employee satisfaction
- Likelihood to recommend
- Ease of interaction with the company
- Relationship with the company (loyalty)
The final CES is calculated as the arithmetic average of all responses. The score typically ranges from 1 (very difficult or complicated experience) to 7 (a very easy and efficient experience).
The Advantage of OES
One of the key advantages of OES is its simplicity. The entire survey — including all questions and responses — is translated into a single number. This number makes it easy to track trends, compare results over time, and evaluate performance across teams, departments, or locations.
At the same time, OES allows companies to view results from more detailed perspectives:
- Customer and employee satisfaction
- Likelihood to recommend
- Ease of interaction with the company
- Relationship with the brand
Across all these dimensions, Overall Experience Score (OES) provides deep insight into experience trends, the drivers of satisfaction and dissatisfaction, and other critical data that helps companies make better decisions.
Do you need more information about OES?
Innovation #2
AI Satisfaction Terminal
We introduced a new generation of satisfaction terminals powered by artificial intelligence and built with a range of professional capabilities.
These terminals can prevent duplicate voting, estimate the respondent’s age group and gender, and even record contextual data such as the temperature and weather conditions at the time the feedback was given.
No Fake Feedback
Emotion and Gender Recognition
Built for Speed
Powered by AI, the terminals can detect and prevent fake or duplicate ratings.
The terminal can recognize emotions and enrich feedback with insights such as the respondent’s gender.
Designed for real-world environments where leaving feedback needs to be simple, fast, and effortless.
Customer Relationships
Know instantly which accounts are stable, which are growing, and where churn risk is emerging.
Key Account Management
Feedback is connected to specific customers, account managers, and commercial results.
Retention Center
InsightSofa automatically detects dissatisfied clients and assigns the case to the responsible person.
High-Quality Data.
Instant Feedback.
InsightSofa OneTouch terminals allow respondents to rate their experience in seconds. Every response is automatically enriched with contextual data such as location, time, or even the specific staff member involved. The result is a clear, complete view of your customer experience — including detailed insights and recommendations for improvement.
Innovation #1
InsightSofa Satisfaction Index (ISI)
InsightSofa Satisfaction Index (ISI) is not a metric for collecting feedback — it’s a metric for evaluating feedback. When companies use multiple experience metrics such as NPS, CES, and CSAT, they often need a single, clear indicator that reflects the overall satisfaction of their customers or employees.
ISI combines NPS, CES, and CSAT into one unified score, providing a simple and easy-to-understand indicator of overall customer or employee experience.
The ISI score ranges from 0 to 10 and reflects how your company performs across key experience dimensions — including ease of using your products and services, overall satisfaction, and customer or employee loyalty.
InsightSofa Satisfaction Index (ISI) delivers the most accurate insight when a company measures experience using all major methodologies (NPS, CES, and CSAT). If one of these metrics is missing, the ISI index still works — but the overall perspective becomes slightly less comprehensive.
Calculation
The final InsightSofa Satisfaction Index (ISI) is calculated as the ratio of promoters and positive customers to detractors and negative customers across the different methodologies.
The result is then normalized and converted to a 0–10 scale, providing a clear indicator of the overall level of customer or employee experience.
