No score from silence
If a customer was never asked and never answered, there is no CSAT or NPS number. Tone is recorded as a sentiment label, not as a score.
Customer and call scores · Score
Every score, and the reason behind it
After an order, a case or a visit, Score asks the customer for a CSAT or NPS score and keeps the reason in their own words. It also rates the quality and outcome of the calls your agents already handle.
Calls scored after hang-up, no extra step.
The reason kept in their own words.
One record: the score and the reason.
Ask by voice, or by WhatsApp.
Two kinds of score
Asked of the customer, or derived from the call
Some scores have to be asked for. Others can be read from a conversation your agent just had. Score covers both, and any score you see on DRING comes from here.
Asked
A voice call or a WhatsApp message reaches the customer after the moment that matters: an order, a support case, a renewal, a visit. It asks the satisfaction or NPS question, then asks why. The reason comes back in the customer's own words, not a checkbox.
Derived
Calls your agents already handle, in support, sales or booking, are scored after hang-up: how well the call was handled and how it ended, measured against that agent's job. For sales and appointment agents, a conversion likelihood shows who to call first. No extra call needed.
How a score is collected
A short call, right after the moment
Score calls or messages shortly after the trigger event, asks one score question and one open question, and closes.
Trigger fires
An order, a closed case, a renewal or a visit adds the contact to the scoring list.
Score asked
The agent asks the satisfaction or NPS question by voice or WhatsApp, whichever channel the customer prefers.
Reason asked
An open follow-up captures why, in the customer's own words.
Closed with a thank you
The agent thanks the customer and ends the conversation, or hands over at once if the score calls for it.
Hi, I'm an AI assistant with a quick question about your delivery yesterday. How likely are you to recommend us to a friend?
Very likely. It arrived a day early and the packaging was solid.
Good to hear, thank you for your time.
Score: PromoterReason logged
Asked and derived scores
A score does not always need to be asked for
Alongside asked scores, each call is analyzed after hang-up and scored on the dimensions that fit that agent's job.
| Score | Where it comes from | Where it lands |
|---|---|---|
| CSAT or NPS (asked) | A number the customer gave when asked. Never inferred from tone. | CRM record, Insights dashboard |
| Call quality (derived) | Whether the agent resolved the matter, needed a handover or hit a warning, measured against that agent's standard | CRM record, Insights dashboard, quality review |
| Intent strength (derived) | How engaged the customer was: questions asked, detail volunteered, urgency named. On support and survey calls it reads as engagement. | CRM record, Insights dashboard |
| Conversion likelihood (derived) | For sales, appointment and retention agents: how likely the contact is to buy, book or leave, drawn from what they said and how the call went | CRM record, sales or retention workflow |
Sentiment is not on this list. It is a label, positive, neutral or negative, that Insights reports next to the outcome, and it is never turned into a score.
Score plus reason
A number alone does not tell you what to fix
A 3 out of 10 and a 9 out of 10 both need the sentence that comes after them. Score asks the open question every time and keeps the answer word for word, attached to the score.
The reason is written to the CRM alongside the score, so the team that reads the number can also read what the customer actually said.
ScoreDetractor
Reason, word for wordSupport took three days to reply to my ticket
Sentiment labelNegative
Next stepHandover flagged for the support lead
When to use which
Score, Surveys or Insights
All three work on the same CRM record. Score produces the scores, Surveys runs the campaign that asks for them, and Insights is where you read them next to outcomes and reasons.
| Score | Surveys & NPS | Insights | |
|---|---|---|---|
| What it is | The scoring product: every score on DRING, asked or derived | A use case built on Score: a satisfaction or NPS call after an order, a case or a renewal | Call analytics: outcomes, reasons and labels such as sentiment, across all calls |
| Does it score? | Yes, every score comes from here | Its answers become Score scores | No, it shows Score's scores next to each outcome |
| You use it to | See a customer's score and reason, and the scores derived from their calls, in one place | Run a survey campaign after a trigger event | Read dashboards, performance reports and sector signals |
| Where results go | CRM record, shown on the Insights dashboards | The same CRM record, as Score scores | Dashboards, performance reports, sector signals |
What it does not do
Kept out of scope
No campaign building
Score produces the scores. Building and scheduling a survey campaign is what Surveys & NPS does, and its answers land in Score.
No dashboard of its own
Score writes each score to the CRM record. You read them on the Insights dashboards, next to outcomes and reasons.
FAQ
Common questions
Is Score the same thing as the Surveys agent?+
No. Surveys is one use case, a satisfaction or NPS call after a trigger event. Score is the scoring product underneath it, and it also scores the other calls your agents handle.
Does Insights score calls too?+
No. Insights reports what happened on each call: the outcome, the reasons and labels such as sentiment. Every score you see there comes from Score.
Does every call get a CSAT or NPS number?+
Only when the customer was asked and gave one. Other calls can still get a call quality score, but never a CSAT or NPS number by inference, and never a score from tone.
What is conversion likelihood?+
A label, such as high intent or likely to churn, for how likely a contact is to take the next step. It is drawn from what they said and how the call went, and helps your team decide who to call first. It is not a guaranteed outcome.
Where do scores show up?+
In the customer's CRM record, on the Insights dashboards and in your performance reports.
Can we ask for scores by WhatsApp instead of a call?+
Yes. The score and reason questions can go out by voice call or WhatsApp, whichever channel fits the workflow.