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.
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.
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