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Measure, understand and act on customer feedback using

Zylinc NPS/CX measurements

Gain meaningful understanding of how your customers really perceive your service – then use that insight to improve service, strenghten engagement and build loyalty.

Are you aware of how your customers perceive your service?

When a customer calls customer service for help, it might be one of the few times they contact your company after buying something. That’s why their experience with your service really matters. Because what if they’re not satisfied? And worse: What if you lose them — to your competitors?

Without knowing how happy your customers are, that risk is very real. Because the quality of customer service can be a bit of a mystery — not always easy to measure or improve.

With Zylinc’s CX tools, you get clear insights into customer feedback, helping you understand what’s working and what could be better. With data in hand, you can spot opportunities, take meaningful action, prevent customer churn – and ultimately create happier, more loyal customers.

Call data + CX = 360-degree customer insight

By combining call data with interaction feedback, you get a deeper and more nuanced understanding of how your customers experience your service.

For example, if a customer has been waiting in the queue for a long time, agents often need to make up for it by delivering excellent service.

Conversely, the ideal experience is when customers are connected directly to the right employee – who is already informed through lookups in your CRM/ERP systems and hardly need a briefing from the caller.

From measurement to meaningful changes

You are given access to real-time data in intuitive dashboards — no complex setup required. This gives you a clear overview of which interactions drive customer satisfaction and where friction occurs.

This allows you to streamline your customer service, optimize processes, and act proactively on customer insights to increase loyalty and reduce churn.

CX with Zylinc

With Zylinc’s customer experience tools, you can accurately measure:

  • Instant feedback with CSAT: CSAT (Customer Satisfaction Score) gives you a quick snapshot of how satisfied customers are with a specific interaction or service. Customers respond to a simple question like: “How satisfied were you with your experience?” — usually via a 1–5 scale, smileys, or star ratings.
  • Perceived effort with CES: CES (Customer Effort Score) tracks how much effort a customer feels they had to put in during a specific interaction — for example, when solving a problem or completing a task.
    A typical CES question is:
    “To what extent do you agree with the following statement: It was easy to resolve my issue.” Customers respond on a 1–5 scale, where lower scores indicate more friction in the experience.
  • Customer loyalty with NPS: NPS (Net Promoter Score) tracks customer loyalty and overall satisfaction by asking just one question:
    “How likely are you to recommend [company/product] to a friend or colleague?”
    Customers respond on a scale from 0 to 10, giving you a clear view of how many are promoters, passives, or detractors — and how your customer relationships evolve over time.
  • Understand customer/company perception differences with P-GAP: P-GAP (Perception Gap) reveals the difference between how your company thinks it performs — and how customers actually experience your service.
    It’s measured by comparing customer feedback with internal feedback. For example, ask your agents:
    “How satisfied do you think our customers are with our service?” — using the same scale as your customers (e.g., 1–5).
    The P-GAP is the difference between the internal and external scores — and it shows where expectations and reality don’t align.

Trusted technology partner

Through our partnership with nps.today, you can automatically send satisfaction and loyalty surveys via SMS or email immediately after a customer interaction – whether it’s a call or an email.

nps.today is a leading Danish Customer Experience Management platform, specializing in collecting and activating feedback across multiple channels using NPS, CSAT, and CES.

Relevant for …

  • Companies seeking a simple, clear and accessible understanding of their customers’ experience
  • Contact centers aiming to gain deeper insights into agent performance and customer interactions
  • Teams wanting to leverage customer insights efficiently — without the hassle of complex systems

How it works

When a customer ends a call, you can automatically send an SMS with a simple question about their service experience. You have full control over:

  • Which queues trigger CX questions
  • Whether to apply a cooldown period//throttlling before sending another CX question – and for how long
  • The exact wording of the question
  • Inclusion of open comment/free text fields
  • Whether to measure phone calls, emails, or both

As a company, you get access to aggregated results, individual customer comments, and detailed statistics on calls and emails.

Each agent can view only their own customer feedback directly within Zylinc Cloud.

HOFOR enhances feedback with Zylinc NPS

Zylinc NPS has provided the ideal foundation to improve customer experience — driving measurable success for HOFOR.

Read the full case study here

Let’s talk Customer Experience

Are you ready to uncover and close the gaps that matter most for building outstanding, loyalty-driven customer experiences? Book a demo to see how CX measurements integrated in your Zylinc Cloud solution can effortlessly elevate your service.

Find your Zylinc partner here
Schedule a chat or demo with us today!

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Frequently Asked Questions

Does Zylinc offer a telephone solution?

No, Zylinc enhances your existing telephone solution by building on top of it.

What does ‘overview of colleagues’ mean?

Zylinc is the only provider in the market real-time status across MS Teams, Outlook calenders, mobile phones and land lines. For example, if a colleague is on a call, their icon appears red (busy). Once they hang up, stop their Teams meeting or finish a meeting booked in their Outlook calendar, their icon turns green (available).

We also offer a solution that lets you view a colleague’s availability at a glance. This includes statuses such as in a meeting, at lunch, on vacation or on parental leave, all represented by intuitive color codes.

How many queues (IVRs) are included in Zylinc?

There’s no limit. You can create as many queues (IVRs) as you need – for example ‘moving out’ and ‘rent payment’ queues, or temporary overflow queues during month-end or busy periods. Queues can have different opening hours, and you can choose to offer options like callback and digit collect on certain queues, but not others.

If, for example, you have an emergency heating breakdown in a building or need to inform residents about water being turned off for a day, you can easily record and play a new welcome/waiting messages on a given queue.

The call flow is fully customizable to suit your organization’s unique needs.

How can I find colleagues or expertise in other departments?

Built into Zylinc is a powerful search engine. Comments can be added to ’Notes’ under each Zylinc profile, so you can also search for words or names.

With keyword tags like ‘moving out’, ‘emergency water damage’, ‘pet permit’ or your own local groups, you can easily see who is the right person to help the resident. At the same time, you can see if that colleague is available and then transfer the call with just one click.

Colleagues can also create their own groups across offices, resident cases and properties. This way, you have the most relevant numbers at hand and can transfer calls with a single click.

Which license types does Zylinc have?

With Zylinc, there is a license to match most needs. We offer 4 different license types – from Supervisor, designed for team leaders who manage agents in call centres over advanced agents licences with all rights, to mobile licenses for non-desk employees.

Because all employees are integrated into the same system, you have an overview of each other’s availability and can smoothly transfer calls across departments and locations/offices.

Zylinc is built to easily scale up or down according to your needs. And with us, licences are floating – meaning one license can be shared by multiple employees as long as they are not logged in simultaneously.

Can I pull data to monitor service level delivery?

In Zylinc, you have access to a real-time overview of the situation in your call center(s). In your wallboard, you can define what insights you want – for example current SLA level, how many calls are waiting in queue, staffing levels on queues and more.

Wallboards are available either as is or as a fully customized add-on and can be displayed on any number of screens with a single design purchase.

Does Zylinc support reason codes?

Yes. You define the reason codes and decide how many you want.

Reason codes allow the colleague answering a call to select what the inquiry was about at the end of the conversation.

With reason codes, you get an overview of what residents are calling about. This gives you the opportunity to provide additional training for employees in these areas or prepare in other ways, such as by expanding information about these topics on your website or in welcome packs.

What is callback and digit collect?

With callback, you offer residents the option to receive a return call without having to wait on hold. This is perceived as a great service, especially when there is a longer waiting time.

Our callback service supports international phone numbers, and the callback service is included in Zylinc.

Digit collect is a service where residents can enter digits such as an invoice number or social security number before reaching an agent.

When the resident’s call is answered, your employee will have the case displayed on their screen correlating to the entered digits. This saves time as the agent need not ask the resident this information, which is also perceived as great service.

Digit collect can register only numbers, not letters, as the input is done via the phone.

Do you offer NPS and call recording?

Yes, NPS is available as an add-on – it’s actually a standard integration ready to plug’n’play. After the conversation ends, the caller receives an SMS, which you can customize, with a link where they can rate the call and provide feedback.

The same applies to call recording. For this add-on, you can choose whether the recordings should be stored for 30 days or 2 years. After this period, the actual recordings are deleted, but anonymized data about the call can still be included in your statistics.

If you do not want call recording, the following tools are included in the Supervisor Agent license: Listen-In, Whisper, Barge-In and information to the agent when a call is being monitored.

Zylinc can be scaled and enriched with add-ons such as NPS and call recording according to your needs.

Which systems can Zylinc integrate with, besides Unik?

We can create integrations with numerous CRM and other third-party systems via OpenAPI. We have standard integrations with systems such as 118, Salesforce, Zendesk and Unik – and more are being added regularly.