QuestionPro · Customer experience
Customer experience platform: listen across the journey, close the loop
Customer experience is everything a customer goes through with you, from first contact to renewal, and a programme listens at every moment, understands the signals and acts on individual customers. QuestionPro CX is QuestionPro's customer experience platform. It captures feedback across the journey, reads sentiment and loyalty, and follows up on customers about to leave. Interkey designs the programme, implements the platform and integrates it with your systems, in Arabic and English.
Published 3 min read
In short
- What it is: QuestionPro CX, QuestionPro's customer experience platform, built around a lifecycle: create the feedback programme, distribute it across channels, analyse what comes back.
- What Interkey does: designs the programme, implements the platform and integrates it with your systems, in Arabic and English.
- Who it is for: organisations with customers at scale, such as a service provider, a retailer or a public-facing entity.
- The difference: a programme that closes the loop with each customer, not a report that is read and forgotten.
Feedback arrives in fragments; customers leave whole
Most organisations already collect customer feedback: a survey after a support call, app-store reviews, a complaints line, an annual study. What they rarely have is one picture: the same customer heard across every touchpoint, sentiment read consistently, and a working answer to the question that matters commercially. Which customers are about to leave, and what are we doing about it this week? A customer experience programme exists to close that gap: listen across the journey rather than at one point, understand the signals rather than file them, and act on individual customers rather than averages.
Capture, understand, route, close
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Capture across the journey.
The journey is mapped first, then feedback is attached to its moments, such as onboarding, purchase, support and renewal, across the channels customers answer on, unified rather than living in separate tools.
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Understand what was said.
Open-text feedback is read at scale and classified by sentiment, with NPS used as a loyalty instrument that separates promoters from detractors.
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Route it to someone who can act.
Unhappy customers surface as cases rather than statistics, carrying the feedback that triggered them. Promoters become visible to the teams that can use them.
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Close the loop, and show it closed.
Smart Loop workflows connect feedback to follow-up automatically, and dashboards are configured for the audience that reads them, so "we heard you" has owners and timestamps.
Who owns what in the programme
| Part | Who | What it is |
|---|---|---|
| The platform | QuestionPro | The customer experience platform; it is QuestionPro's product and licence |
| Programme design | Interkey | The moments to ask at, what a bad answer triggers and who owns the follow-up |
| Implementation and integration | Interkey | Configuring the platform and connecting it to CRM, support desk and messaging systems |
| Follow-up with the customer | Your teams | Whoever owns the case once it reaches them |
The platform description comes from QuestionPro's website, which lists Voice of Customer programmes, sentiment analysis and journey management.
Settled before work starts
- The moments to listen at
- Where response data is hosted and who sees it
- Who owns the follow-up on a bad score
- A quote per programme, with platform licensing shown separately
What Interkey adds to the platform
The platform is QuestionPro's, the programme is yours, and the work in between is Interkey's: designing the programme around your customers' journey rather than a template, implementing and configuring the platform, and integrating feedback with the systems that run your operation. All of it is delivered in Arabic and English, because a customer experience programme that only listens in English measures a fraction of customers in Saudi Arabia.
Work begins with the journey. For more, see the QuestionPro page, survey software and customer satisfaction measurement.
Questions buyers ask about customer experience platforms
How is customer experience different from measuring satisfaction?
Satisfaction measurement is one part of the programme. A customer experience programme listens across the whole journey, understands the signals, routes cases to people who can act and closes the loop with each customer.
Is QuestionPro CX an Interkey product?
No. The platform is QuestionPro's product and QuestionPro is a technology partner. Interkey designs, implements and integrates the programme in Saudi Arabia.
Does the programme work in Arabic?
Yes. Interkey designs it in Arabic and English, in the surveys and in the analysis and reporting.
Which systems can the platform connect to?
The systems the answers are about, such as CRM, support desk and messaging. That is systems integration work.
Who owns the follow-up after a bad score?
That is settled before the programme starts, because a programme that only measures was not worth building. Interkey configures the workflows and the case owners in your teams follow up.
Next
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Next step
Build a customer experience programme around your goals
Discuss your CX and Voice-of-Customer requirements: your customers, your channels, and what you need to know about them.
Or directly
+966-11-2180999 [email protected]Tawuniya Towers, North Tower, 7th Floor, King Fahad Highway, Olaya, P.O. Box 56835, Riyadh 11564, Saudi Arabia