Customer Experience in B2C
Every customer goes through a moment that shapes their experience. InsightSofa helps you see those moments in real time.
Real-Time CX
Business Reporting
Retention Center
Know instantly what your customers are experiencing—and respond before they turn to a competitor.
Connect customer experience with revenue, retention, and the performance of individual locations.
Dissatisfied customers never go unnoticed. InsightSofa automatically detects them and routes the case to the right person.
Real-Time CX
Know instantly what your customers are experiencing—and respond before they turn to a competitor.
Business Reporting
Connect customer experience with revenue, retention, and the performance of individual locations.
Retention Center
Dissatisfied customers never go unnoticed. InsightSofa automatically detects them and routes the case to the right person.
How It Works
Customer Experience
at Every Touchpoint
B2C companies share one thing in common—customers interact with them frequently. Purchases, service visits, complaints, support conversations, or store visits. InsightSofa helps you capture feedback exactly at these moments.
Show data of entire Customer Journey, filtered by segment Beds during last 3 months
Key Metrics
Understand
What Truly Drives Satisfaction
InsightSofa reveals which factors have the greatest impact on customer satisfaction—service speed, staff behavior, product availability, or support quality. So you know exactly where to focus your energy and investment.
Show data from Czech Republic, filtered by touchpoint Warranty Claims during last month
Locations and Teams
Performance
You Can See in the Numbers
Every location, store, or team creates a different customer experience. InsightSofa lets you compare their performance in real time. Instantly see where customers leave most satisfied—and where there’s room to improve.
Show data from location United Kingdom, segmented by Stores during last month
Financial Impact
CX as a Growth Engine
Satisfied customers come back. They recommend you. They spend more. InsightSofa connects customer experience with real business outcomes—showing how satisfaction drives retention, repeat purchases, and long-term customer value.
Show data of Electronics, only in division London during last 3 months
If you turn 10% of critics into promoters, you can expect revenue to increase by 3 135 470. That’s what this is all about.
Business Opportunities
Growth Opportunities Hidden in Feedback
Customer feedback often reveals new business opportunities—interest in additional services, new products, or expanding the partnership. InsightSofa automatically identifies these signals and assigns them to the right sales owner.
AI analyzes every survey, question, and response—including open-ended comments. Based on the opportunities you define, it searches for relevant signals across all feedback. When a match is found, the system automatically opens a case and assigns it to the right person. This helps you uncover upsell potential, product innovation ideas, at-risk patients, and other opportunities that would otherwise remain hidden.
Feedback Collection
How Do You Get This Data?
With InsightSofa, you have three core ways to collect feedback. But one stands above the rest: transactional data—where the most valuable truth about your customer experience is revealed.
Feedback Collection
Transactional Measurement
The highest survey response rates. The highest-quality data. All in real time.
InsightSofa Channels
Collect feedback where your customers actually share it.
Design
Beautiful.
And built to perform.
Every survey reflects 14 years of CX expertise—crafted to maximize response rates and deliver a design that leaves your customers with a true wow experience.
