USR Feedback help

USR Feedback asks your customers how they feel, after a support ticket, a sale, a project or every quarter. It shows your NPS, CSAT and effort score, opens a follow-up when a customer is unhappy, and credits each score to the person who served them.

Welcome to USR Feedback Key ideas in simple words Manager guide Quick start in 5 steps (about 25 minutes)Features step by step Leader guide

See the screens

Sample company data. Screens can change as the app improves; the steps stay the same.

Welcome to USR Feedback

Surveys for CSAT, NPS and effort (CES), in English, Hindi, Tamil and more
Sent by email, WhatsApp, link or inside the app
Automatic triggers from USR Desk, CRM Lite, Projects and a quarterly schedule
Follow-ups that open on low scores and escalate if not closed in 2 working days
Scores per team, product, customer and employee, shared with USR PMS

Key ideas in simple words

NPS. Net Promoter Score. 'How likely are you to recommend us?' from 0 to 10. Promoters 9-10, passives 7-8, detractors 0-6.
CSAT. Customer satisfaction, a 1 to 5 rating after one experience.
CES. Customer effort score. How easy it was to get something done.
Trigger. An event in another USR app that sends a survey, such as a ticket resolved.
Follow-up. A task opened for NPS 0-6 or CSAT 1-2 so someone calls the customer.
Credited to. The person whose work the score is about.
Response rate. Answers received out of surveys sent.
PMS exclusion. A manager removes an unfair response from a person's score, with a reason.

Ask at the right moment

A survey sent an hour after a ticket is resolved gets honest answers. A survey sent a month later does not. Triggers send the survey at the right time and never ask the same person twice in 14 days.

A low score is a chance

An unhappy customer who is called back the same day often stays. A follow-up opens on its own for a low score and moves to the team lead. If nobody closes it in 2 working days it is escalated.

Scores should be fair

Scores are credited to the person who served the customer and shared with USR PMS only when the person has enough responses, for example 5. A manager can exclude an unfair response, and the reason is kept in the audit log.

What each role sees

Role	What you do and see
Support and customer success	Responses and Follow-ups for their own customers.
Team lead	Follow-ups, Teams & products and their team's scores.
HR manager	Approvals for PMS exclusions and Employee scores.
Customer	The short survey on email, WhatsApp, a link or inside the app.

Manager guide

Open Follow-ups. Click Mark contacted after you call, then Resolve.
Open Approvals. Read the reason and click Approve, Send back or Reject.

Quick start in 5 steps (about 25 minutes)

Open USR Feedback and read the Overview: NPS, CSAT, effort score, responses and open follow-ups.
Open Surveys. Start from a template such as Support CSAT, or click + New survey.
Open Delivery channels. Check the From name and the reply address.
Open Triggers and switch on the survey you want sent automatically.
Open Plan & billing and click Choose a plan.

Features step by step

5.1 Overview

How customers feel now and which comments and themes need attention. Steps: open Overview, use the Period selector to change the dates.

Field or button	What it is for
Net promoter score	NPS with promoters, passives and detractors.
CSAT	Satisfaction as a percentage, with the average out of 5.
Effort score	Out of 7. Higher means easier.
Responses	Number received and the share of surveys sent.
Open follow-ups	How many, and how many are past due.
NPS rolling 4 weeks	A line chart, with a CSAT switch.
NPS score spread	Bars for each score from 0 to 10.
Get set up	A box with 10 steps for new users.

Tip: read the themes in comments to see what customers talk about most.

5.2 Surveys

Every survey, what sends it, the channels and how many people answer. Steps: open Surveys, click + New survey or pick a template, choose channels and languages, set it live.

Field or button	What it is for
Survey	Name and number of questions.
Type	CSAT, NPS or CES.
Sent when	The event that sends it.
Channels	In-app, Email, WhatsApp or Link.
Languages	For example English, Hindi and Tamil.
Responses (30d) and Response rate	Answers in 30 days and the share of surveys sent.
Status	Live or Draft.
Start from a template	Support CSAT, Relationship NPS, Customer effort, Field service visit, Training feedback.

Watch out: a Draft survey sends nothing until it is set live.

5.3 Responses

Every answer with the score, comment and the person it is credited to. Steps: open Responses, filter by Any sentiment to see Negative answers, open a response to read it.

Field or button	What it is for
Search and filters	By customer, person, ticket or comment, and by survey, sentiment or channel.
Score	The number given.
Customer	Company and contact.
Comment	What the customer wrote, with Positive, Neutral or Negative.
Follow-up open	Shown on low scores.
Credited to	The person and team.
From and Channel	The ticket or survey, and how it was answered.

Tip: read negative comments first thing every day.

5.4 Follow-ups

A board of unhappy customers to call back: New, Contacted and Resolved. Steps: open Follow-ups, call the customer, click Mark contacted, then Resolve.

Field or button	What it is for
Rule	A follow-up opens for NPS 0-6 and CSAT 1-2. It escalates if not closed in 2 working days.
Closed on time	The share closed on time.
Card	Customer, score, comment, contact, ticket and owner with due date.
Past due	Shown in red.
Mark contacted, Resolve	Move the card.
Open Desk ticket	Opens the ticket.

Tip: resolve on the same day. Late follow-ups go red.

5.5 Approvals

Requests that wait for a decision, such as removing an unfair response from a person's score. Steps: open Approvals, read the reason, click Approve, Send back or Reject.

Field or button	What it is for
Waiting, Overdue, Approved this month	Counts at the top.
Approval workflows on	How many workflows are on.
Request, Step, Waiting on, Due	What, which step, who and by when.
Comment	Needed if you reject.
Approve, Send back, Reject, Open	Your decisions.

Tip: approvers can also decide from the email or WhatsApp message.

5.6 Triggers

Send a survey when something happens in another USR app. Steps: open Triggers, switch a trigger On, click Send a test event to check it.

Field or button	What it is for
Event	For example a ticket resolved in USR Desk, a deal won in USR CRM Lite, a project closed or every quarter.
Wait	How long after the event.
Survey	Which survey goes out.
Rules	Consent, not surveyed in the last 14 days, not for spam tickets.
Score credited to	Ticket assignee, deal owner, project manager or account owner.
On or Off	The switch.
Send a test event	Tries the flow.
Event log	What came in and what happened.

Watch out: surveys go only to contacts who gave consent.

5.7 Teams & products

Compares scores across teams, products, customers and channels with the previous 30 days. Steps: open Teams & products, choose a tab.

Field or button	What it is for
Team, Product, Customer, Channel	The tabs.
Responses	How many answers.
NPS and CSAT	Scores with the change.
CSAT avg	The average out of 5.
Open follow-ups	How many are still open.

Tip: a red arrow shows a fall. Ask the team what changed.

5.8 Employee scores

Credits each answer to the person who served the customer and can share it with USR PMS. Steps: open Employee scores, choose the minimum responses, switch sharing on.

Field or button	What it is for
Person	Name, team and whether team lead.
Responses, CSAT avg, CSAT, NPS	Their scores.
Follow-ups on time	Share closed on time.
Sent to USR PMS	Shared, or Under 5 responses.
Share these scores with USR PMS	The switch.
Share a score only when a person has at least	3, 5, 10 or 20 responses.

Watch out: anonymous surveys never credit a person.

5.9 Delivery channels

How surveys reach customers. Steps: open Delivery channels, set the From name and reply address, copy a survey link where you need it.

Field or button	What it is for
Email	Send from, From name and Replies go to.
WhatsApp	Only contacts who opted in, and quiet hours such as 9 pm to 8 am.
Survey link	One link per survey for invoices, a QR code or your website.
In-app widget	A small script for your own web app or portal.
USR Desk	Support CSAT goes out when a ticket is resolved and the score is written to the ticket.

Watch out: messages are held during quiet hours and sent next morning.

5.10 Plan & billing

Shows your plan, trial and invoices. One bill covers every USR app through USR Billing. Steps: open Plan & billing, click Choose a plan to see prices in ₹ and US$.

Field or button	What it is for
Plan and Trial ends	For example Growth, trial ending on a date.
After the trial	Add a card, UPI or ask for a postpaid invoice. If you do nothing, your data stays and the app becomes read-only.
Currency	INR in India, USD elsewhere.
Growth includes	All survey types, 4 channels, 9 languages, triggers, follow-ups and PMS scores.
Add-ons	Extra WhatsApp messages, a custom domain for survey links and white-label.

If a payment fails, you get a reminder on the due date and 3 and 7 days later. After 21 days the account becomes read-only, never deleted, until it is paid.

Leader guide

Open Overview and read NPS, CSAT and open follow-ups. Open Teams & products to see which team rose or fell.

Cheat sheet

What to do	Where
Read new answers	Responses
Call an unhappy customer	Follow-ups > Mark contacted
Read the mood	Overview
Send a survey automatically	Triggers
Decide a PMS exclusion	Approvals
Compare teams	Teams & products
Share scores with PMS	Employee scores

Tips

Call back the same day. Say thank you for a good score.
Keep surveys short. Use scores to coach, not to blame.

If something is not working

Problem	What to do
No survey was sent	Check the trigger is On, the contact gave consent and was not surveyed in the last 14 days.
A WhatsApp survey is late	It may be held for quiet hours. Check Delivery channels.
A score is not in PMS	The person may have fewer responses than the minimum. See Employee scores.
A follow-up did not open	It opens only for NPS 0-6 and CSAT 1-2.

Questions people ask

Which languages work? The plan includes 9 languages, for example English, Hindi and Tamil.

Can customers answer on WhatsApp? Yes, if they opted in. The first answer can be a button tap.

Does it work with USR Desk? Yes. Support CSAT goes out when a ticket is resolved.

What happens after the trial? Your data stays and the app becomes read-only until you choose a plan.

Glossary

CES: customer effort score. CSAT: customer satisfaction. Detractor: score 0 to 6. Follow-up: a call-back task for an unhappy customer. NPS: Net Promoter Score. Promoter: score 9 or 10. Trigger: an event that sends a survey.

Works best with

USR Feedback shares one record with these apps

No retyping between apps: data entered once flows to the next app, on the same login.

USR DeskSupport desk and knowledge base

USR Field Service & AMCService jobs, dispatch and AMC contracts

USR MaintenanceBreakdowns, preventive plans and calibration

USR Customer SuccessCustomer health, renewals and expansion

USR Feedback is part of USR One. Service Suite from ₹349 ($9) per agent a month, or every app in USR One Complete. Free for up to 10 people.

See USR One