QuestionPro · Customer feedback
Customer feedback software: hear customers on every channel and act on what they say
Customer feedback software collects what customers say on the channels they already use, such as SMS, email, a web link, a QR code at the counter or a kiosk in the branch, reads it in Arabic and English, and sends every unhappy answer to someone who can act. Interkey implements QuestionPro CX, the platform of its technology partner QuestionPro, in Saudi Arabia: licences in Saudi riyals, programme design, integration with your systems and support from Riyadh.
Orientation
At a glance
The whole page in one table, before the detail.
- Channels
- SMS, email, a web link, a QR code printed in the branch, telephone, and an offline app with kiosk mode
- Reading the answers
- Arabic and English answers in the same reports; open comments classified by sentiment
- After a bad answer
- Smart Loop workflows send it to a named owner; a ticket in your support desk through integration
- The platform
- QuestionPro CX; QuestionPro is a technology partner of Interkey
- How it is bought
- QuestionPro licences in Saudi riyals, with Interkey's work as a separate written scope
In short
- What it is: one place where feedback from every channel is read the same way and reaches someone who can act.
- What decides whether it works: the right channel for each moment, Arabic read properly, and an owner for every bad answer.
- Interkey's part: programme design, QuestionPro CX configuration, integration and support from Riyadh.
What customer feedback software does, and what a survey tool alone does not
A survey tool sends questions and counts answers. Customer feedback management goes further: it gathers the voice of the customer from every channel into one picture, reads the comments as well as the scores, and turns each unhappy answer into work with an owner and a date. Most organisations already collect feedback in several places, but rarely see the same customer across all of them, or know who is following up this week.
If you only need to design and send surveys, start with survey software. If you are still deciding what to measure, customer satisfaction measurement covers CSAT, NPS and when to ask. This page is about the system that holds the programme together.
What customer feedback software must cover: questions to ask a supplier
Use the middle column in any evaluation; the right column is what QuestionPro's public pages state and what Interkey sets up.
| Capability | What to ask the supplier | On QuestionPro CX, with Interkey |
|---|---|---|
| Omnichannel feedback | Which channels can one programme use, and do all answers land in the same reports? | Web link, email, SMS, telephone and an offline app with kiosk mode |
| Arabic and English | Is the Arabic survey shown right to left, and are Arabic and English answers read together? | Multilingual surveys; Interkey writes the Arabic first and tests it on phones |
| Sentiment analysis | How are open comments classified, and how is that checked on Arabic text? | Sentiment analysis is listed; Interkey checks it against a sample of Arabic comments its team reads |
| Closed-loop feedback | What happens to a bad answer: who receives it, with what, and by when? | Smart Loop workflows link feedback to follow-up; a support-desk ticket through integration |
| Management dashboards | Can each audience get its own view and export reports? | Real-time dashboards, PDF and PowerPoint export; a view per reader |
| Hosting and access | Where are responses hosted, who sees identified answers and how long are they kept? | Hosting options are QuestionPro's, confirmed with the vendor at scoping |
| Integration | Which of our systems trigger a request, and which receive the result? | CRM, support desk and messaging, connected by Interkey |
Source for the platform column: QuestionPro's features page and QuestionPro's website, which lists Voice of Customer programmes and sentiment analysis.
Omnichannel feedback: which channel fits which moment
| Channel | Where it fits | What to settle |
|---|---|---|
| SMS | After a support call, a delivery or a service visit | Sender name, message text and sending hours |
| After an order, or for business accounts before renewal | Which address the request comes from and one reminder at most | |
| Web link in the app or website | After a task is finished online | Where the link appears so it does not interrupt the task |
| QR code in the branch | At the counter, the exit or on a receipt, before the customer leaves | The QR code carries the survey's web link; one code per branch shows where the answer came from |
| Kiosk | A tablet at the branch exit, including where the connection is weak | The offline app with kiosk mode; one rating question first |
| Telephone | Customers who rarely answer digital channels | Who calls and records the answer |
A short request on the customer's own channel is answered more often. For the questions themselves, the customer satisfaction survey page gives fifteen samples in Arabic and English.
Sentiment analysis on Arabic comments
Scores tell you something went wrong; comments tell you what. In Saudi Arabia comments arrive in formal Arabic, Saudi dialect and a mix of Arabic and English. QuestionPro lists sentiment analysis among its reporting features, and open comments are classified by sentiment on the platform. Before your teams rely on it, our team compares the platform's reading with its own on a sample of Arabic comments.
Grouping comments by topic, such as waiting time, staff or the app, shows a manager what repeats across branches without reading every line.
Closed-loop feedback: from a bad answer to a closed ticket
On QuestionPro CX, Smart Loop workflows link a bad answer to a follow-up that reaches the person responsible, with the customer's comment attached. Where your teams already work in a support desk, we connect the platform so the follow-up opens as a ticket there; that is part of our system integration work.
- Who receives it: the branch manager, support supervisor or account manager, set per moment.
- By when: a time to call the customer back, agreed before launch.
- How it closes: the owner records what was done, so "we heard you" has an owner and a date.
Relatedsystem integration
Management dashboards someone actually reads
Frontline staff need the case and what the customer said, to reply today. A branch manager needs the week's trend and where complaints repeat. Leadership needs a comparison over time by region, branch and channel. Each dashboard is configured for a named reader with a review rhythm; one nobody opens is removed.
For loyalty, NPS software explains tracking the recommendation question beside satisfaction scores.
Where organisations in Saudi Arabia use it
- Branch networks: a QR code or kiosk in each branch, compared branch by branch, with the manager receiving bad answers the same day.
- Contact centres: an SMS after each call, with unresolved requests sent back to the supervisor.
- Apps and websites: a short question after an order, read by the digital team.
- Business accounts: an email before renewal, with hesitant customers routed to the account manager.
It is the wrong fit where the team can simply call every customer, or where only a report is wanted.
What Interkey delivers, and what drives cost
QuestionPro is a technology partner and the platform is its product. Interkey's work is the programme around it: choosing moments and channels, writing the questions in Arabic and English, configuring workflows and dashboards, and connecting CRM, support desk and messaging so requests go out after the transaction, not from a manual list.
Our team works from Riyadh with Arabic-speaking specialists, so results sessions with branch managers happen in their language. Before the first request goes out we settle where answers are hosted, who sees those linked to customer names and how long they are kept; hosting options are QuestionPro's, confirmed with the vendor against your data classification and data residency rules. Personal data falls under the Personal Data Protection Law, overseen by the Saudi Data and Artificial Intelligence Authority (SDAIA).
Read more
Each programme is quoted by scope: platform licensing is QuestionPro's and quoted in Saudi riyals on the vendor's terms, and Interkey's work is a written scope beside it. Cost and timeline depend on the number of channels, branches and surveys, the systems to connect and the follow-up workflows; integration usually takes longest. For the wider picture, see the QuestionPro page.
RelatedSaudi Data and Artificial Intelligence Authority (SDAIA)
How a customer feedback project runs
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Moments, owners and channels.
We agree where to listen, who follows up a bad answer and which channel fits each moment; you approve the wording.
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Configuration and integration.
We configure the platform, workflows and dashboards, and connect the systems that trigger requests and receive tickets.
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A limited trial.
One branch or channel first; we check response rates, the Arabic sentiment reading and whether follow-ups arrive on time.
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Rollout and operation.
Other branches and channels follow, with support from Riyadh.
Questions buyers ask about customer feedback software
What should customer feedback software do for a company in Saudi Arabia?
Collect feedback on the channels customers use, in Arabic and English, read scores and comments together, and send each bad answer to a named owner with a time to reply.
Can customer feedback software read sentiment in Arabic comments, including Saudi dialect?
QuestionPro lists sentiment analysis, and open comments are classified by sentiment on the platform. Because comments mix dialect, formal Arabic and English, our team checks it on a sample of Arabic comments first.
How does a bad feedback score become a ticket for our support team?
Smart Loop workflows link the bad answer to a follow-up for the person responsible, with the comment attached. Where your teams work in a support desk, Interkey connects the platform so the follow-up opens as a ticket there.
Can branch customers give feedback through a QR code or a kiosk?
Yes. The survey's web link can be printed as a QR code at the counter or on a receipt, and QuestionPro lists an offline app with kiosk mode for a tablet at the exit.
Is customer feedback data kept inside Saudi Arabia?
Hosting options are QuestionPro's, and we confirm them with the vendor during scoping against your data classification and data residency rules.
How is customer feedback software licensed in Saudi Arabia, and how long does rollout take?
Interkey quotes QuestionPro licences in Saudi riyals on the vendor's terms, with its own work as a separate scope. Rollout time is estimated per project from the channels, branches and systems to connect.
Next
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Next step
Plan your customer feedback programme with us
Tell us where your customers meet you and who should act on a bad answer. We will suggest the channels, follow-up and dashboards.
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