Voice of Customers · Powered by Rant & Rave
Ask every customer how it went, and fix what they tell you the same day.
Send a short survey by text, email, or voice straight after a repair, an appointment, a call, or a delivery. Our sentiment engine reads every comment, sorts it into the topics your organization cares about, and sends anything that needs a reply to the person who can resolve it.
Try it
Answer the survey as the customer. Watch what the team sees.
Rivergrove Homes has just closed a repair job, and the survey arrives as an ordinary text message from its short code. Reply with a score and a comment below the phone, and the dashboard beside it scores the comment, applies the flagging rules, and opens a follow-up task or passes the praise to the engineer.
Latest response
Sentiment engine
Action
Flagging rule: score of 3 or under, or a negative comment about repair quality, follow-up, or appointments
- Owner
- Root cause
- Time left
- 72:00:00
Illustrative scenario with a fictional housing provider. The scores, topics, and tasks on this page are scripted to show how the product behaves. They are not customer results.
How it works
Four steps from the moment to the fix.
- AskThe survey goes out right after the interaction, triggered by an API call or a secure file transfer from the system that closed the job. It can go by text message, email, voice, or a web form.
- UnderstandThe sentiment engine scores each comment from 1 to 5 and files it under your own topics, grouped by people, process, product, and place.
- ActFlagging rules turn feedback that needs attention into tasks with an owner and a 72-hour clock. The team replies from saved message templates and records the root cause.
- ImproveFrontline teams see their own feedback and rankings as it arrives. Leaders track root causes, response rates, and trends over time.
Build a feedback journey
Pick your sector and a moment that matters.
Each survey starts with something that happens in your own systems. Choose one, and see what triggers it, what the customer is asked, what the sentiment engine listens for, and what happens when the answer needs a reply.
Example journeys. Questions, topics, and rules are set up with each customer during implementation.
What a score misses
One comment, two very different topics.
“Your agent was so helpful and friendly but the website was confusing.”
A score of 3 on its own says this customer was neither happy nor unhappy. The comment says something more useful: there is an agent to thank and a website to fix. Reading every comment this way is what the sentiment engine does, across every channel the feedback arrives on.
Close the loop
Every unhappy answer gets an owner.
Alerts fire on a low score, a detractor, a high effort rating, or a keyword in the comment. Voice of Customers routes them to the right team, or to your own case management system, and tracks each one until the customer has heard back.
- DetectScore thresholds and keywords raise an alert the moment a response arrives.
- RouteThe alert goes to a named team in Recover, or to your case management system.
- RecoverThe team contacts the customer by text or email from inside the task, with a deadline to meet.
- ResolveTime to contact, time to resolve, and the outcome are recorded, and the customer can be surveyed again.
A view for every role
The same feedback, shown to the people who can use it.
What's included
One platform, from the question to the follow-up.
Feedback dashboard
Every response as it arrives, with the most talked about topics, the most positive and negative ones, and how each is trending.
Sentiment engine and topics
A topic structure built around your organization during setup, then refined as your feedback grows so more of it is covered.
Recover
Flagging rules, tasks with owners and deadlines, replies from saved templates, and root causes that show which problems keep coming back.
Frontline Engagement
Agents, team leaders, and managers see their own feedback, trends, and team rankings, so good service gets noticed.
Discover
Custom reports on response rates, comments, and strengths and weaknesses, ready to export for board and regulator reporting.
Proactive messages
Personalized text, email, and voice messages to customers, from the same platform that collects their feedback.
Customer results
What it has done for housing, employment, and energy services.
Resident satisfaction up from 85% to 92%
Faster responses and clearer case ownership lifted the national satisfaction index score by 10 points in 12 months.
50% fewer formal complaints
Surveys twice a year gave way to feedback after every interaction, with more than 100,000 responses received.
Customer scores up 36%
Every customer who scores 8 or under now gets a call back from the resolution team, and 300 agents track their own scores.
Who it is for
Organizations with customers to keep.
Voice of Customers is built for large organizations that serve customers at volume, where one unhappy visit, call, or delivery repeated thousands of times shows up in complaints, reviews, and renewals.
Stores, deliveries, and support
Service recovery before a bad visit becomes a formal complaint or a public review.
Outages, connections, and billing
A call back for every low score, so the resolution team knows which customers to reach first.
Repairs and tenancy
Feedback after every repair visit, with repeat repairs flagged before they turn into complaints.
Contact centers and collections
Feedback on every agent call, with sentiment that explains the score behind each conversation.
Getting started
Live in weeks, not quarters.
Every program starts with a discovery workshop on how your service actually runs. Our team builds the surveys, topics, rules, and dashboards, then trains your administrators to change them without code.
- Before kick-offDiscovery and scopeA workshop maps the journeys, channels, and follow-up owners.
- First weeksKick-off and buildYour systems start sending triggers, and the first surveys are built.
- Middle weeksConfigure and refineQuestions, topics, flagging rules, and branding are validated with your team.
- Final weeksTest and trainEnd-to-end testing, dashboard setup, and training for administrators and users.
- LaunchGo liveSign-off and hand-over to a named customer success manager, with regular reviews.
Where it comes from
Twenty-five years of listening to customers.
- 2000Rant & Rave is founded as a multichannel communications company.
- 2008The customer feedback platform launches with large UK consumer brands and utilities.
- 2018Acquired by Upland Software.
- 2025Independent again as part of Mobile Commons, alongside mCommons, Waterfall, and Hipcricket.
Data and access
Your feedback stays yours.
Sign in with your own identity provider, with multi-factor authentication and role-based access. Export any report to Excel or CSV whenever you like, and anonymize or delete feedback in bulk when a customer asks. Every user action is logged and kept for at least 12 months.
Common questions
Which channels can a survey use?
Text message, email, automated voice calls, and web forms, including a survey on your own website or portal. A text survey can be answered by replying to the message, with no page to open, and voice calls reach people without a mobile phone or email address. You choose the channel for each journey. Every response goes through the same sentiment engine and lands on the same dashboard, whatever channel it came from.
How is a survey triggered?
Usually by the system that closes the job. Your repairs, case management, or contact center platform sends an API call or a secure file transfer when an interaction ends, and the survey goes out while the experience is still fresh. One-off research surveys with several questions can be built in the survey builder and sent by email.
Can we keep the scoring scale we already report on?
Yes. The dashboard records the score exactly as the customer gave it, whether that is 1 to 5, 0 to 10 for Net Promoter Score, or another scale you use. The sentiment score is calculated separately from the comment, so you see both.
Will customers get too many surveys?
No. Grace periods and suppression windows stop the same person being surveyed again within a window you set, a contact-hours window controls when messages go out, and anyone can reply STOP to opt out of text surveys.
Can we get the data into our own reporting tools?
Yes. Scores, comments, sentiment, topics, and case notes can be exported to your data warehouse or business intelligence tool, including Power BI, on a schedule, and any dashboard can be exported to CSV, Excel, or PDF.
Do customers need an app or a login?
No. Surveys open in any mobile browser, pages are built to take under two minutes, and they are designed to meet WCAG 2.2 AA. Surveys can be delivered in more than one language.
How long does it take to set up?
Setup starts with workshops on how your service actually runs, then our team builds your topic structure and flagging rules. Administrators are trained to change configuration themselves afterward, in the browser and without code, and end users are trained through a train-the-trainer program.
We already use Rant & Rave. Where do we get help?
Voice of Customers is powered by Rant & Rave, so your sign-in, dashboards, and data stay exactly as they are. Guides and video tutorials are in the help center, and your customer success manager is still your first contact.
See it with your own survey.
Bring one journey you want to hear more about, such as a repair, an appointment, or a support call. We will show you the survey, the dashboard, and the follow-up built around it.