Feedback & Surveys
Collect customer feedback close to the moment of service and connect it to the visit, location or service that produced it — in the same Liberrex Customer Experience flow as appointments, queues and operations.
The challenge
When feedback arrives days later or without visit context, teams can see a score or comment but struggle to understand what happened during the visit.
Feedback collected long after the visit loses the immediacy of the experience.
A response without branch, service or journey context is harder to interpret operationally.
Comments are less useful when teams cannot connect them to the service that produced them.
Moment of feedback
Liberrex can present or send a feedback request close to service completion so the customer responds while the interaction is still fresh.
Collect feedback after the customer completes service.
Send a feedback form after the visit, as described in the published BTK story.
Journey context
Feedback becomes more useful when it stays in the same Liberrex customer journey as the appointment, queue or service visit that produced it.
Keep the branch, agency or service point with the response.
Keep the service the customer received with the response.
Connect the response to the appointment or queue interaction when those modules are deployed.
Collect the response close to service completion, while the visit is still clear.
Survey experience
Liberrex currently supports short post-service questionnaires with rating questions and open comments. It is not a research-platform survey studio.
Ask only the questions needed for the post-service use case.
Use a simple satisfaction scale where the form includes one.
Let customers describe the experience in their own words.
Operational visibility
Connect customer responses to the operational dimensions that help managers understand where service experience needs attention.
Compare feedback across branches, agencies or service points.
Understand responses by service or customer journey.
Track how feedback changes over time.
Review qualitative customer feedback alongside structured responses.
Core capabilities
Collect a satisfaction response after the visit.
Ask a simple satisfaction scale when the form includes one.
Let customers describe the experience in their own words.
Keep the visited service with the response.
Keep the branch or service point with the response.
Collect feedback after a booked visit when booking is deployed.
Collect feedback after a queued visit when Queue Management is deployed.
Use the same post-service model across service locations.
Business case
Use your own customer volumes, retention assumptions and Liberrex investment to explore a potential business case. The model does not promise a satisfaction lift.
Use your own visit volumes to describe how many customer interactions could be asked for feedback.
Enter customer-defined churn assumptions to explore a retention scenario in the business-case tool.
Treat closer, contextual feedback as an operational input for service teams, not as a guaranteed financial result.
Customer proof
BTK Bank
The published story shows online appointments, virtual and floor queues, kiosk check-in and a feedback form sent after the visit in the same branch journey.
BIAT
The published story describes appointments, queue handling, an on-site interactive kiosk and post-service customer feedback across BIAT agencies, without NPS or CSAT figures.
Questions
It is the Customer Experience module that collects customer feedback close to the moment of service and keeps it in the same Liberrex journey as appointments, queues and service operations. It is not a generic survey builder or a standalone email survey tool. Published BTK and BIAT stories use a post-service feedback form together with queue and appointment handling in the branch visit. Scope is defined per deployment, not as a Voice of Customer platform.
Liberrex can present or send a feedback request close to service completion so customers respond while the visit is still clear. The published BTK story describes a feedback form sent after the visit. The public product is a post-service satisfaction form in the customer-experience flow, not an always-on listening programme across calls, chat or social. Collection methods follow the modules deployed at the location.
Yes, when feedback is collected as part of the Liberrex customer journey at a branch, agency or service point. The value of the product is keeping operational context with the response rather than collecting an isolated comment. Published BTK and BIAT stories use post-service feedback in real branch networks together with queue and appointments. Liberrex does not claim a standalone analytics suite that reconstructs every operational dimension automatically.
Yes. Feedback is used with the same customer-experience journey as Appointments & Booking and Queue Management when those modules are deployed. Published BTK and BIAT stories describe post-service or post-visit feedback alongside online appointments, virtual and floor queues, and on-site kiosk check-in. The kiosk in those stories is the arrival step, not a documented feedback terminal. Connecting a response to a booked visit or a queue interaction depends on the modules configured for that location.
Survey content follows the use case configured for the deployment. Organisations can apply a consistent post-service feedback model across distributed service locations while the services and journey of each site still differ. Liberrex currently supports short questionnaires with rating questions and open comments. This page does not claim conditional branching or a self-serve question builder. What is asked, and where, is defined per project.
Liberrex can collect customer ratings and survey responses. Specific metrics such as NPS or CSAT depend on the configured survey methodology and currently supported calculation capabilities. The public product is not published as an NPS or CSAT engine, and this page does not display scores. The published BIAT story mentions NPS or CSAT progression without numbers. Rating answers remain survey responses, not a Liberrex-branded index.
Related Customer Experience
Explore how Liberrex can collect feedback close to the moment of service and connect it to appointments, queues and customer-flow operations across your network.
