NPS/CSAT & Voice of Customer

Run Revenue Operations Customer Success High-signal capability Updated July 2026

NPS/CSAT & Voice of Customer — Runs the survey programs — NPS, CSAT, CES — that quantify sentiment at scale and route verbatims to owners. Journey orchestration schedules the asks, and scores feed health models while detractor responses trigger recovery playbooks.

Where it sits in the lifecycle

NPS/CSAT & Voice of Customer lives in the Customer Success phase of Run Revenue Operations — the stage where you collect the cash, close the books, keep customers healthy. In the corpus tool index this phase maps to the Customer successcategory.

What strong looks like

The critical requirements that test this capability in UsagePricing's Customer success platforms rubric — scored tool profiles link from the list below.

Tools that support it

CORPUS ADOPTION — TRACKED COMPANIES RUNNING EACH TOOL HubSpot 31 Intercom 6 Gainsight 3
Companies whose monetization signals name each tool, of the nps/csat & voice of customer supporters — from public job posts, blogs, and filings.
  • AskNicely Core recurring NPS and CSAT with closed-loop follow-up workflows
  • Qualtrics Core Full-lifecycle feedback programs with text analytics and closed-loop follow-up workflows.
  • HubSpot Supported 31 in corpus Service Hub surveys.
  • Gainsight Supported 3 in corpus native survey programs feeding scores back into account health
  • Pendo Supported NPS and polls collected in-product, tied to usage context.
  • Intercom Partial 6 in corpus in-product surveys cover basic NPS and CSAT collection

Related modules in Customer Success

Customer Health Scoring Success Playbook Automation Usage Optimization Recommendations Customer Journey Orchestration QBR / Business Review Automation Support Ticket & Escalation Integration Early-Warning Risk Signals Sponsor-Change Detection Customer Advisory Board Ops Review-Site & Reputation Management Feedback→Roadmap Loop
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