Customer Feedback Tool and Software for Real-Time Insights
Capture customer feedback via kiosks, QR, email, SMS, and WhatsApp; analyze NPS, CSAT, and CES in Spectra; act rapidly with role-based alerts.
Trusted by 4,000+ companies.
Customer Feedback Solutions
Measure Feedback, Understand Insights, and Improve Service Faster
Opinion Plus centralizes multi-channel feedback and reporting for branches and regions, enabling governed, closed-loop improvements. More than two million daily journeys use Wavetec CX. (Wavetec)
Turn Data Into Insights
Opinion Plus dashboard with NPS, CSAT, CES trends beside kiosk and QR survey capture.
Real-Time Monitoring
View feedback streams as they occur, with thresholds and role-specific views surfacing emerging issues before they affect satisfaction metrics and compliance targets.
Seamless Integration
Connect CRM, POS, QMS, and messaging channels so surveys reach the right audience and outcomes sync back to operations for closed-loop improvement.
Flexible Deployment
Deploy cloud, on-prem, or hybrid with multilingual templates, centralized governance, and granular permissions for multi-site, regulated environments.
Key Features & Capabilities
Omnichannel Collection
Capture user’s feedback via kiosk, QR codes, email, SMS, and WhatsApp. Template libraries support NPS, CSAT, and CES, with branching logic that tailors follow-ups by context, language, and location. Device-agnostic forms and accessibility options help increase response quality in branch and field operations.
Spectra Analytics
Send responses to Spectra for dashboards, cohort comparisons, and trend analysis. Track KPIs by branch, staff, or service, and schedule exports. Executives view summaries aligned to goals while managers drill into outliers to prioritize actions and verify improvements against agreed thresholds. (Wavetec)
QMS Integration
Correlate perceptions with the service journey by integrating events from our Queue Management System. Trigger post-service surveys, join ticket and wait data with feedback, and route alerts to branch leaders for timely remediation and continuous service recovery loops. (Wavetec)
Templates and Governance
Design surveys with reusable templates, version control, and centralized publishing. Enforce naming conventions, consent text, and retention. Multilingual support and metadata tagging keep reporting consistent across regions, brands, and business units without duplicating effort in distributed teams.
APIs and Connectors
Use REST APIs and webhooks to exchange identifiers, segments, and outcomes with CRM and POS. Automate survey invites, post detractor alerts to service desks, and stream raw data to your warehouse or lake for enterprise BI and audit requirements.
Benefits & Outcomes
Improved Visibility
Improve visibility of NPS, CSAT, and CES across branches and teams, enabling faster accountability and corrective actions aligned to clearly defined thresholds and service standards.
Reduced Churn Risk
Reduce churn risk by detecting detractor patterns and routing alerts for swift outreach, a priority reinforced by Forrester’s research on eliminating detractors to drive growth. (Forrester)
Improved Response Rate
Increase response rates with multimode distribution and context-aware triggers; a JAMA randomized trial found web-first multimode protocols improve response and representation. (JAMA Network)
Accelerate Decision Making with Spectra
Shorten time-to-insight with Spectra dashboards and scheduled reporting, aligning frontline actions and leadership reviews around quantifiable KPIs and agreed remediation playbooks. (Wavetec)
Compliance Readiness
Strengthen compliance readiness via standardized templates, consent capture, retention controls, and complete audit histories spanning collection, routing, and action logging.
Where it Makes an Impact
Banking and Financial Services
Correlate teller and advisory interactions with VoC to improve branch service quality and product journeys
Healthcare and Hospitals
Measure satisfaction across registration, triage, and discharge; analyze results in Spectra to target process improvements and governance across units.
Government Services
Standardize VoC at counters and service centers; complement messaging during peaks with Digital Signage updates and advisories.
Telecom and Retail
Gather post-activation or purchase feedback using WhatsApp to meet customers where they are and route detractor alerts to store or care teams.
Education and Universities
Assess admissions, registrar, and campus services via QR and kiosk touchpoints; manage templates centrally while departments act on localized insights.
Hospitality and Travel
Capture journey feedback via SMS and QR, and—where appropriate—coordinate service operations with Virtual Queuing as an adjacent solution.
Wavetec’s queue management solutions have significantly improved our customer experience by reducing wait times and optimizing service efficiency.
Delte Air Lines
Frequently Asked Questions
Everything you need to know about the solution.
Opinion Plus supports NPS, CSAT, and CES, with filters by branch, staff, and service type. Results render in Spectra dashboards for trend analysis and outlier detection. (Wavetec)
Use REST APIs and webhooks to exchange identifiers and outcomes. QMS events can trigger post-service surveys; alerts route to service desks or messaging tools for follow-up. (Wavetec)
Yes. Choose cloud, on-prem, or hybrid. Centralized governance, role-based permissions, and localization are available across models to meet IT and compliance requirements.
Encryption in transit and at rest, SSO, role-based access, audit logs, and retention controls are supported. Consent capture and template governance align with internal policies.
Combine channels (e.g., web, SMS, WhatsApp, email) and time invites contextually; a 2024 JAMA RCT shows web-first multimode protocols improve response and representation. (JAMA Network)
Still have questions?
Can’t find the answer you’re looking for? Please chat to our friendly team.