Features
SURVEY EXPERIENCE
The Platinum survey experience is custom crafted to highlight your business and brand, respect your customers’ time, and maximize the quality and quantity of client feedback.
Free response feedback
The true power of Platinum is the free response feedback follow-up questions which allow your customers tell you how they feel, in their own words.
NPS (Net Promoter Score)
Platinum Reputations is the best way to run a performance based NPS program – a proven methodology used by the world’s greatest brands to gather customer feedback and measure customer loyalty.
CES (Customer Effort Score)
Quickly see the effectiveness of your teams support systems with customer effort score surveys. Measure and reduce the amount of effort required by customers to resolve their support issues to increase customer loyalty.
Smileys
Keep a pulse on employee and customer satisfaction with smiley face surveys. The universally understood smiley faces encourage spontaneous, accurate experience feedback that customers know and appreciate.
eNPS (employee NPS)
Gauge employee satisfaction, or lack thereof, with anonymous eNPS solutions. Resolve high-level employee concerns early and make positive organizational decisions based on unbiased, verbatim feedback.
Optimized for mobile
Platinum surveys and review software solutions are designed to work beautifully on all platforms and devices, allowing your customers to leave feedback wherever they are on whatever device they prefer.
CSAT (Customer Satisfaction)
Platinum CSAT customer satisfaction survey software, uses proven methods for collecting customer feedback. The straight-forward question and rating system is perfect for measuring any customer interaction.
Five-star
One of the most widely used rating systems, Platinum’s five star survey uses a fully customizable question and rating scale to gather feedback in any context for any product or service. This is one of our most widely used solutions.
Thumbs
It doesn’t get much simpler than thumbs up or thumbs down solution. Platinum’s Thumbs survey simplifies the feedback process so you can get a quick gauge on any brand experience.
PMF (Product/Market Fit)
Quickly and easily figure out if your product meets the needs of the market place with PMF surveys. Apply the feedback to product roadmaps and business strategies for an impactful and long-lasting lift in customer loyalty.
Email surveys
Email surveys are a simple and direct way to gather feedback from your customers. You provide the email addresses, we take care of the rest.
Respond directly in email
Customers respond to Platinum surveys directly in the email they receive, resulting in higher response rates and less customer frustration.
Add Additional Questions
Ask follow-up questions to uncover crucial insight on survey responses. Layer up to 10 custom questions within a single survey flow.
We handle delivery
Platinum handles the nuts and bolts of survey delivery. You provide the email addresses, and we’ll take care of the rest.
Schedule your surveys
Specify the day and time you want your surveys to be delivered. This saves you time and ensures customers are surveyed at the most optimal time.
Fully authenticated delivery
Every email survey we send is verified using DKIM, SPF and DMARC, meeting the strictest sending policies to ensure secure and reliable delivery.
Rigorously optimized
We take care of ensuring that the deliverability and response rate of your surveys are always optimized.
Contextualize follow up
Customize a Thank You message based on the survey response. Personally follow up with low scorers and encourage high scorers to share.
Survey dripped throtte
Survey throttling increases response rates by insuring that your customers are never over surveyed.
Multiple import formats
You can import new people into Platinum using a wide variety of formats including CSV, Microsoft Excel, or simply by pasting a list.
Use your own email template
We can provide you with URLs for each score option that can be placed into a custom email template that you’ve designed.
Site surveys
Automatically gather feedback directly on your website. Web surveys are great if you don’t have email addresses or want an additional way to reach your customers.
Multi-platform
Use in combination with other Platinum survey methods such as Email, SMS, and Link. We’ll manage who is surveyed across all methods.
Adaptive Sampling
We’ll ensure that you receive a smooth rate of feedback by surveying your customers at a regular tempo. We base this on a number of factors, including your current plan and website traffic.
Mobile optimized
Visitors on mobile devices will receive a survey experience optimized specifically for them.
For all types of websites
Gather feedback from visitors to your website, signed in users of your SaaS app, or after a purchase on your ecommerce website. You are in complete control.
Super Easy Setup
Minimal technical knowledge is required! Simply drop our Javascript snippet into your website’s HTML and you’ll be collecting feedback immediately.
Coder-free customization
Customize the brand or product you are asking about, the language, and final thank you message within the Platinum app, not buried in code.
DIRECT Link surveys
Gather feedback in any channel where customer interactions take place. Survey link URLs are the most flexible survey distribution method.
Versatile feedback collection
Your customized survey link can be shared anywhere. Ask customers for feedback in email signatures, chats, social media platforms, printed marketing materials with QR codes, and more.
Quick and simple link building experience
Create, name, edit, copy, and manage multiple survey links with a simple in-app link builder, no technical skills required. Gathering feedback is as easy as sharing the link.
Design custom links
Distinguish between URLs and confidently share the survey links outside of Platinum, or internally with your team, by attaching the survey name to the URL string.
Multi-platform
Use in combination with other Platinum survey methods such as Email, Web, and SMS. We’ll manage who is surveyed across all methods.
Segment customers
By default, survey links are anonymous. However, you can attach customer details to the survey responses by adding Properties within the link’s settings that will then be pulled into reporting.
Prevent or keep multiple responses
Choose whether respondents can respond to the survey only once a month, or capture feedback every time the survey is submitted (test the link as many times as you want!).
Remove outdated survey links
Ensure up-to-date feedback and prevent any customers from accidentally stumbling on an old survey by deleting out-of-date survey links directly within the platform.
Code-free customization
Customize the brand or product you are asking about, the language, and final thank you message within the Platinum app, not buried in code.
Survey customization
We’ve crafted a survey experience that your customers will love to interact with, along with the tools you need to make it uniquely yours.
Look and feel
Customize your survey to match your brand. Add your logo and change colors to make it your own.
Thank you messages
Once your customers have provided feedback, they are presented a custom message based on how they responded. Direct them to social media or offer additional help for upset customers.
Customizable question
Choose from a variety of common customer feedback survey types, or craft your own fully customized survey question and rating scale.
Use your own domain
We can configure custom DNS for you. This allows your survey emails to come from your domain.
Intro message
Sometimes you may want to add a bit more of your brand voice to your survey. A short intro message can do the trick.
Multiple languages
Platinum supports up to 30+ different languages and we’re adding more every day. Deliver your survey in the language of your customers, or send to multiple languages using our API.
Multiple products/services
Want to ask customers about the product they ordered instead of your overall brand? You can dynamically ask each customer about the product, person, or brand most relevant to them.
More visual customization
There are a handful of additional visual customizations we can make further align the look and feel of your survey with your brand.
Analysis and reporting
Platinum helps you gain insight from the feedback your customers are sharing. Get a bird’s eye view of customer happiness, or drill down to acute issues.
Realtime responses
Feedback appears in your dashboard in realtime. Typing indicators let you know when someone is leaving a comment, right now.
Dashboard filtering
In addition to filtering by promoters, passives, detractors, and tags, you can also filter responses by any properties you’ve passed along with them, as well as by time range.
Visualize survey results
Get presentation-ready with Snapshot and Over Time reports. Use Properties and Trends to pull in the survey results you would like to visualize, and report changes on a monthly, quarterly, or yearly basis.
Surface unexpected patterns
Use Keywords to identify feedback patterns without having to read through every single comment. Keywords are automatically surfaced via text analysis in the Pivot Table report.
Trends + AI text analysis
Trends allow you to save search and filtering criteria. Set the filters yourself, or let our AI-driven Smart Trends feature do the work for you. Detect patterns at scale with automatically suggested keywords and Trends.
Edit scores and comments
On the rare case that someone mis-clicks a survey or leaves an unintentional comment, you can adjust the score and comment right within Platinum, or delete the entire response.
PDF reports
PDF exports allow you to create reports from the dashboard and share them with people who may not be active users of Platinum.
Moving average score
Your score is displayed as a 30-day moving average in your Platinum dashboard. You can adjust this window to one that suits your specific needs.
Benchmark your score
See how your NPS stacks up to competitors in 20 key industries with the in-app Benchmarks report. Filter by Trend and see how your score has fluctuated over a chosen time period.
Segment responses
Use Properties to pass additional information about the people you survey. Segment your survey responses and view feedback for just those people.
Track your score over time
Graphs let you see how your score has changed over time. They can help you understand where you’ve been improving, and where you need more focus.
Compare across segments
Analyze how your Properties and Trends correlate to customer feedback scores with a user-friendly Pivot Table. Compare performance across locations or agents, all within Platinum.
Search survey responses
Search through your entire dashboard of responses. You can search for feedback content, tags, and properties.
Tag responses
Tags allow you to categorize responses once they’ve arrived. Use them to flag people for reaching out, or as an additional layer of organization.
Survey metrics
View a realtime dashboard of your survey metrics. You can view the number of surveys you’ve sent, your survey open rates, as well as your survey response rates.
Export data
We make it easy to get your data out of Platinum for further analysis with your existing tools.
Mobile access
Analyze customer data from any location with Platinum for iOS. View a mobile dashboard of historic survey data and real time customer responses on your iPhone or iPad.
Integration
Platinum works best when it is deeply and seamlessly integrated into your existing tools and workflow. We offer a number of options for making this simple.
API
While you can manually send surveys by uploading a list, using our API is the most effective way to send surveys. By integrating with the API, you can have surveys sent automatically, all the time.
API client libraries
Integrating with our API is a snap using our open source client libraries. We support a number of languages such as Ruby, Python, Node, and more.
3rd party integrations
Want to post realtime feedback in Slack? Or automatically sync feedback with your customers in Salesforce? We offer a number of integrations to integrate Platinum into your workflow.
3rd party unsubscribe
When people unsubscribe from Platinum emails, we can automatically update your email lists for you.
Team collaboration
Platinum makes it easy to get your entire team involved. Allowing your team to read real customer feedback makes their work meaningful and more effective.
Add unlimited team members
We make it easy to invite as many team members as you’d like, while ensuring they have access to just the information and settings they need.
Email digests
Get a quick summary of feedback, delivered to your inbox. Digests are delivered every Monday morning, or can be adjusted to arrive daily or monthly.
Notes
Notes allow you to comment on feedback within your teams. Discuss a piece of feedback, or add notes after following up with a customer.
Survey response alerts
Receive an email alert when someone gives you a low score, mentions a specific keyword in their feedback, or when feedback arrives from a particular customer type.
Subscribe to trends
Receive an email alert when a new response arrives within a Trend you’ve created. Never miss feedback about the things you care about most.
Security and reliability
Our customers trust Platinum to be the steward of their customer feedback. We never take for granted how important it is to be secure and available 24/7.
Multiple user roles
Grant members of your team varying levels of access. Restrict critical functionality to select team members. Add as many team members to Platinum as you’d like while keeping permissions intact.
High availability
Countless teams rely on Platinum for realtime feedback from their customers. Platinum strives for maximum availability for both businesses and their customers alike.
Automated response filtering
We analyze each response in realtime to filter out the various automated responses produced by some email clients.
Redact sensitive information
Hide personally identifiable customer information such as names and email addresses. Invite more of your team without the worry of exposing potentially sensitive information.
2-step security
Add an additional layer of security to your account by requiring a code at sign in, sent to your mobile phone via SMS. Only you can access your account, even if someone knows your password.
SSL encryption
Every connection to Platinum is secured with HTTPS. This ensures that all communications are protected from eavesdropping and tampering.
Redundant backups
Information stored within Platinum is backed up securely offsite. Sensitive information such as passwords and API keys are strongly encrypted.
Enterprise
Platinum is used by great brands of all shapes and sizes.
Multiple brand support
Platinum can support multiple brands and product lines. If you have a consumer brand and an enterprise brand with different branding, you can use Platinum to gather feedback for both.
Testimonials
Showcase customer feedback on any page on your website with Testimonials. Request publishing permission and configure your testimonial widget to suit your brand, all in Platinum.
Additional user roles
Sometimes you want to have different account access levels for different people. We offer the ability to ensure certain team members only see feedback related to their specific team.
IP access control
By providing specific IP addresses, or an IP range, you can ensure that your team is accessing Platinum on networks that you manage.
Trusted by world class brands
We help businesses who are fast-growing leaders in their space as well as small mom and pop brands. Both receive the same level of elite Platinum Reputations Service that has
Projects
Manage your entire customer experience survey program with Projects. Send different survey types to different customer segments and analyze the feedback, all from the same account.
Historical feedback migration
If you’re moving from another service, or want to import data from your homegrown system, we can help you get your existing feedback into Platinum quickly and easily.
Additional billing options
We offer a variety of invoicing options for you to choose from. Choose from credit card, check, or ACH. We can bill you on a monthly, quarterly, or yearly schedule.
Formalized NDA
While our Terms of Service and Privacy Policy automatically cover your data and proprietary information, we are happy to review and sign mutual NDAs.
Customer support
Have a question? Want to discuss how to make customer feedback more central to your organization? We’d love to help. No question is too large or too small..
Help Center
Get answers to the most common questions we hear from our customers and learn the best practices for collecting and responding to customer feedback in our Help Center.
Free trial
We want you to experience the power of Platinum before you ever have to pay a dime. Contact us for a free trial of our services today.
Change your plan at any time
We offer plans on a month to month basis. You can always upgrade or downgrade as your needs evolve.
Cancel at any time
We hate to you see you go, but in the event that you need to part ways, you can cancel at any time, hassle-free. We have always been a no commitment, no contract company and have no plans to change that.
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