Customer Sentiment
Analysis & Reporting

Branded Surveys. Quick & Easy. NPS & CSAT At-a-Glance.

Check out our main features

Create your survey in MinutesCreate your survey in Minutes

Customise your own survey, select the number and type of ‘killer’ questions you want including multiple choice, NPS, CSAT, comments, and more. Instantly brand the survey and invite with your company logo and colors

Create your survey in Minutes

Issue invites with SMS or EmailIssue invites with SMS or Email

Take advantage of the “Moment of Truth” after each customer interaction. Send a survey invite using email or SMS, trigger a survey when a case closes through our open API integration or upload contacts as a simple CSV file. Get great completion rates by sending timed reminders.

Issue invites with SMS or Email

Blended QA and CSATBlended QA and CSAT

Surveys results can be associated with individual agents and shown side by side with their QA scores creating that direct link between agent performance and customer satisfaction. Agents can see customer comments on their personal dashboard.

Blended QA and CSAT

What are Customers sayingWhat are Customers saying

Gathering and sharing customer comments is a powerful way of understanding and making your agents aware of how customers view the service you deliver

What are Customers saying

Quick Staff SurveysQuick Staff Surveys

Easily create internal surveys of agents and supervisors to gather additional insights and suggested improvements from staff take the customer ‘pulse’ through the eyes of your agents.

Quick Staff Surveys

Integrate your favorite platforms
with Scorebuddy!

Are you an Outsourcer

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Contract
Management​
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Enhance client relationships with trust and transparency. Share QA results and calibrate with your clients.

Manage Service
Delivery
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Deliver efficiency and results across your client teams with tailored QA frameworks. Use Scorebuddy's flexibility to meet every need.

Trusted by the best

Scorebuddy delivers measurable, positive change

What Scorebuddy Customers are Saying

  • Keiran McCarthy
    Head of Quality
    Voxpro

    The first step we took as part of our QA strategy, was to decide what platform would be used that would provide analytics and reporting that we could do with ease. We needed to make sure we could access the data easily. We selected Scorebuddy! For Outsourcers working with a scorecard system like Scorebuddy, the primary problem is that you take the ecosystem that your clients use when they come on board. You need to integrate their / the client’s CRM into the way you as the Outsourcer works. Scorebuddy can be used to standardize to one way of capturing quality, regardless of the ecosystem being used by the client. The #1 Outsourcer challenge is too much work and too little time. If used properly, Scorebuddy gives you the gift of time!

  • Celina Perry
    Quality Assurance Supervisor
    Beachbody

    At Beachbody we manage call centers on a global level and we use Scorebuddy to manage all of our QA Teams. Our QA teams randomly sample agent interactions, auditing all channels including voice, chat, email and social. We find Scorebuddy extremely easy to use, the look and feel is very user friendly. Our agents can review their dashboards immediately, reviewing feedback and gauging where they stand against other agents in real-time. Another major benefit of using Scorebuddy is due to their extensive and unique compliance suite. Furthermore, the team at Scorebuddy has been incredible, as far as when we need to reach out, requesting any type of assistance with a problem. Everyone has always been very attentive, so that has been incredible.

  • Veronika-Ryanair
    Veronika Halouzkova
    Senior Customer Service Manager
    Ryanair

    Ryanair initially used Scorebuddy to measure 600 staff and 3 outsource partners throughout Europe. The value was seen immediately as our quality team saved hours every week by not having to struggle with the process via spreadsheets, and the team has found it easy to use. Now at Ryanair we’re hosting over 800 agents with 60+ supervisors across 8 separate locations and nationalities. This requires a lot of emphasis on creating unique scorecards to cater to those different cultures and languages. Furthermore, we are currently getting ready to go live with our Zendesk integration. 

  • Ron Tiesler of BenefitMall testimony on Scorebuddy's call center quality solution
    Ron Tiesler
    Executive Director
    BenefitMall

    Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations.  Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff.  This includes over 400 users along with 80 admins and supervisors, which is why utilizing Agent Insights is essential for our business. Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.

  • Linda Matthijs of 5CA testimony for Scorebuddy quality assurance
    Linda Matthijs
    Quality Development
    5CA

    By using Agent Dashboards agents feel more involved and the team is more aligned on what quality level is expected, especially the self-scoring and the option to request a 1:1 are really paying off. Using the Analytics reports provide us with information where to focus on, the loop with training and coaching is easily made and we can improve our tools to support our agents in a better way. The Scorebuddy-Zendesk Integration saves us a lot of manual work and that definitely is a plus, which in turn makes the overall QA process more efficient.

  • Nikki-Woolgar
    Nikki Davies
    Global Assistance
    Allianz

    Over 40 managers in Allianz use Scorebuddy for quality monitoring their teams, which consist of 300+ agents. Staff lists are up to date, unlike their previous system which was only updated annually. The managers have increased autonomy and ownership over their quality forms as they can instantly change their scorecards to what suits their needs. Some of our favourite features of the Scorebuddy enterprise package are Agent Insights and Analytics, which allow us to gain foresight into trends that impact our day to day business.