Turn Customer Feedback into Actionable Loyalty
Capture, analyze, and act on customer feedback across channels — then connect the signal back into your loyalty and commerce programs to drive measurable outcomes.
Experience Signals, All in One Place
From surveys and receipts to digital interactions, Vonality’s Voice of the Customer stack unifies feedback into a single, loyalty-aware view.
Multichannel Feedback
Capture feedback wherever customers engage — web, in-app, email, SMS, QR codes, receipts, and events.
- Embedded & link-based surveys
- On-site & in-app intercepts
- QR & receipt-triggered feedback
NPS, CSAT & CES
Standardize on the metrics that matter — and tie them back to member segments, tiers, and behaviors.
- Configurable NPS, CSAT & CES
- Segment & cohort comparisons
- Trend views over time
Journey-Based Triggers
Listen at key moments in the lifecycle — from onboarding to renewal — and trigger feedback in real time.
- Event- & status-based triggers
- Post-purchase & post-visit flows
- Churn- and risk-based outreach
Text & Sentiment Analytics
Turn open-text feedback into themes, sentiment scores, and prioritized issues — at scale.
- Topic & theme detection
- Sentiment & intensity scoring
- Alerts on emerging issues
Close-the-Loop Workflows
Route feedback to the right teams, track follow-ups, and close the loop with customers in record time.
- Routing by segment, region, or tier
- Case management & SLAs
- Outcome & recovery tracking
Dashboards & Reporting
Give teams real-time visibility into experience scores, themes, and loyalty impact.
- Role-based dashboards
- Export & API access
- Board-ready summaries
Ready-to-Go Voice of the Customer Programs
Pre-designed programs to get you live quickly — with templates tuned for loyalty, retail, travel, and fan communities.
Post-Interaction & Post-Purchase CX
Capture feedback after redemptions, purchases, events, and service interactions.
- Receipt & order-based triggers
- Queue, wait-time & service feedback
- Point-of-sale & kiosk flows
Annual & Lifecycle Surveys
Understand the relationship over time — not just after individual transactions.
- Annual member pulse programs
- Tier & segment-specific journeys
- Churn-risk & win-back flows
Fan & Community Feedback
Tap into fan sentiment around events, content, and loyalty experiences.
- Event & campaign-specific surveys
- Content & experience feedback
- Panels & early-access insights
Full-Service Partner & Extensible Platform
Go beyond survey tools. Vonality connects Voice of the Customer with loyalty, commerce, and operations — and helps you run it day to day.
Full-Service Partner — From Strategy to Daily Ops
We provide software, implementation & integrations, and day-to-day operational management for programs that need to move quickly and scale confidently.
Strategy & Design
Program architecture, member economics, offer design, and data-driven roadmaps that connect VoC to loyalty.
Implementation & Integrations
SSO, CRM/CDP, ESP, contact center, payments, and custom connectors into your existing stack.
Operations & Growth
Campaign ops, survey & panel management, feedback routing, analytics, and continuous optimization.
Platform-Agnostic & Extensible
Bring your vendors or use ours. Any merchant — large or small — can participate while you unify feedback, behavior, and rewards in one view.
- Enterprise security & compliance
- Faster time-to-value with accelerators
- Composable APIs & headless options
- Award-winning team & client-first support