CustomerSure is a customer feedback platform built around the principle that feedback is only valuable if it drives action. It provides NPS, CSAT, and Customer Effort Score surveys with built-in closed-loop follow-up workflows — ensuring every piece of negative feedback is acknowledged and acted on, not just reported.
Product Overview
CustomerSure's closed-loop focus differentiates it from survey tools that stop at data collection: every negative response triggers an alert to the account owner with a task to follow up, and the platform tracks whether that follow-up happened. This creates accountability that pure survey tools like Typeform or SurveyMonkey don't provide. The platform targets B2B service businesses — professional services, SaaS, and managed service providers — where individual customer relationships matter and a single unhappy account can represent significant revenue risk. Feedback is captured via email surveys triggered by service milestones (project completion, onboarding, renewal), with timing configurable per survey type. Reports aggregate NPS trends, common complaint themes, and team response rates over time.
Key Features
- NPS, CSAT & CES Surveys: Industry-standard survey types with configurable triggers — send at onboarding, project completion, quarterly, or renewal milestones.
- Closed-Loop Follow-Up: Every negative response automatically alerts the account owner with a task — tracks follow-up completion for accountability.
- Email Trigger Integration: Connect to CRM or helpdesk to trigger surveys automatically at defined service events.
- Trend Reporting: NPS and CSAT trends over time, broken down by customer segment, product line, or team.
- Verbatim Analysis: Categorise and analyse open-text feedback themes across all responses — surfaces common complaints and praise topics.
Best For
B2B service businesses and SaaS companies where individual customer relationship management matters and closed-loop feedback follow-up is as important as measurement.
Pricing
From £199/month. Annual plans available. Contact for enterprise pricing.
Key Integrations
Salesforce, HubSpot, Zendesk, Zapier, Slack, Intercom, Freshdesk, Microsoft Teams, Mailchimp, Gmail
Pros
- Closed-loop accountability differentiates it from pure survey data collection tools
- Designed specifically for B2B relationship management — not generic survey software
- Automatic alert and task creation prevents negative feedback from being ignored
- Clean reporting on NPS trends without requiring separate BI tool
Cons
- Less flexible survey design than general-purpose tools like Typeform or Qualtrics
- Limited self-serve analytics for deep segmentation without custom reporting
- Smaller brand recognition outside UK market where it is strongest
RevOps Jobs-to-Be-Done
- NPS and CSAT Survey Programs With Follow-Up Automation — Run continuous NPS and CSAT programs with automated follow-up workflows — instantly alerting customer-facing teams when a detractor responds and closing the loop with unhappy customers. KPI: Detractor follow-up within 24 hours; churn risk accounts identified and actioned before cancellation
- Text Analytics on Open-Ended Survey Responses — Analyze open-ended customer feedback at scale with CustomerSure's text analytics — identifying recurring themes, sentiments, and topics without manually reading hundreds of responses. KPI: Voice of customer themes surfaced from 500+ responses in minutes vs. hours of manual analysis
- Survey Performance Benchmarking — Compare NPS and CSAT scores against industry benchmarks to understand how customer satisfaction compares to competitive context — informing CX investment prioritization. KPI: CX teams make data-driven investment decisions based on competitive benchmark positioning
How It Fits Your Stack
Primary system of record: Standalone CX tool — integrates with CRM and support platforms
Key integrations: Salesforce, HubSpot, Zendesk, Slack, Zapier
Data flows: Survey triggered (post-interaction or scheduled) → response collected → detractor alert → follow-up task created in CRM → trend analytics updated in dashboard
Security & Compliance
- SSO / SAML: SAML
- RBAC / permissions: Yes
- Audit logs: No
- Certifications: ISO 27001, GDPR
- Data residency: EU (UK)
Implementation & Ownership
- Time to first value: 1–3 days — configure survey, connect CRM, launch first program
- Implementation complexity: Low
- Typical owners: CX Manager, Customer Success Manager, Operations Director
UK-based with strong European compliance; focused specifically on B2B customer feedback programs; simpler and more affordable than Medallia or Qualtrics for teams that need NPS/CSAT without enterprise complexity
Proof & Buyer Signals
Ratings: G2: 4.8/5 (60+ reviews); strong in UK/European B2B market
What buyers praise:
- Clean CX-focused platform
- Good text analytics
- Easy setup
Common complaints:
- Smaller than Medallia/Qualtrics in brand recognition
- Limited enterprise features
- Fewer integrations
Often Compared With
- Qualtrics XM — Qualtrics is enterprise-scale XM; CustomerSure is the accessible mid-market option focused purely on B2B NPS/CSAT programs
- GetFeedback — GetFeedback is more Salesforce-native; CustomerSure has stronger text analytics and is better for EU-based teams without a Salesforce dependency
- Wootric — Wootric specializes in in-app NPS for SaaS; CustomerSure covers broader B2B feedback touchpoints with stronger text analysis
