Capture the voice of the customer at the exact moment
Implement a continuous listening system designed for high volumes, enabling you to resolve issues instantly and close the loop with agility.
Omnichannel and multilingual
Capture feedback at the right time and place, and in the customer’s language. Adapt listening to their habits to increase response rates.
Real-time alerts and action
Identify dissatisfied customers instantly and trigger automatic notifications to your teams so they can act.
Full context without lengthening the survey
Automatically cross-reference responses with your systems to segment data. Get advanced analytics while keeping your surveys short and frictionless.
Monitor the satisfaction of thousands of customers without losing detail
Automate listening to ensure excellence, empathy, and quality at every touchpoint, regardless of your operating volume.
Teams that benefit
Marketing and Digital Reputation
Automatically direct satisfied customers to public review platforms to boost your online reputation.
Customer Experience and Customer Service
Monitor satisfaction, identify dissatisfied customers instantly, and manage customer recovery (Close the Loop) before it escalates.
Operations and Site Management
Key moments to act
Post-service or post-purchase measurement
Capture the experience at the end of the main interaction and assess overall satisfaction from start to finish.
Physical space audits
Enable users to quickly rate human interaction, waiting times, and the comfort of your clinics, stores, or centres while they are still on-site.
Support and issue resolution
Measure how your team responds to a problem or complaint, assessing speed, empathy, and real effectiveness when closing the case.
What you achieve by managing the experience as a continuous system
Move from reacting to complaints to having a clear, centralised view. Identify what drives recommendations and what creates friction.
Build long-term loyalty
Discover which service details your users value most and replicate them systematically across your entire network.
Standardise excellence
Compare different sites, branches, or digital channels to identify which locations set the benchmark and which need operational support.
Improve the quality of interactions
Identify specific pain points in daily interactions so you can train, guide, and empower your frontline teams.
Break down internal silos
Create a single, shared view of the customer from senior leadership to each site’s managers.
Reduce customer churn
Detect dissatisfaction before it becomes a negative public review and act quickly to regain customer trust.
From the first interaction to real-time customer recovery
We support you step by step to deploy an omnichannel listening system that not only collects ratings, but also helps your teams act without friction.
Identify key touchpoints to set up agile surveys, tailored to your brand and focused on maximising participation.
We activate feedback capture wherever your users are. We cross-reference responses with your CRM/ERP to add context without lengthening the survey.
We set up smart alerts so your customer service team, or the person responsible for each site, receives instant notifications of any dissatisfaction and can intervene to restore user trust.
Everything you need to govern the experience of thousands of customers
See the pulse of your business in real time with robust technology built to process high volumes of data—designed so your teams can act and leadership can stay in control.
Features
Dashboard
Dashboards and AI to monitor the experience
In enterprise environments, Opinat helps centralise feedback from multiple sites, units, or teams in customised dashboards, with AI-assisted analytics to detect risks, patterns, and opportunities before they escalate.
Dashboards built for your reality
You do not work with generic reports. Opinat develops dashboards focused on the indicators, segments, sites, and processes that truly matter to your organisation.
Analysis by topic or driver
Opinat automatically analyses the different experience drivers and detects the sentiment associated with each one. This makes it possible to understand what is driving positive or negative experiences.
Sentiment analysis beyond the score
AI helps interpret the real tone behind each comment. This way, you do not just see a rating, but also the emotional weight and direction of the feedback.
Summarised and prioritised comments
Word clouds, comment exploration, and AI-generated summaries help turn large volumes of text into clear insights that are easier to share with teams and leadership.
With this intelligence layer, the experience stops being “lots of data” and becomes a tool for interpretation, prioritisation, and decision-making.
Close the loop: turn feedback into action and retention
Measuring the experience is pointless if you do not act in time. Our CX ticketing tool enables you to automate responses, standardise processes, and regain the trust of detractor customers before the issue escalates.
Build loyalty and win back every customer
Behind every survey there is a person waiting to be heard. Act proactively to resolve a poor experience and turn the situation around, or engage with your promoters to thank them for their trust and turn them into brand ambassadors.
Automated responses and alerts
Save time by eliminating manual management. Set business rules so the platform sends automatic emails or triggers immediate alerts to those responsible based on the score received, the site evaluated, or the type of complaint.
Standardised CX protocols
Ensure operational excellence across your entire network. Define clear guidelines and workflows so any team member knows exactly which steps to follow in response to a critical issue or a compliment, ensuring a 100% consistent brand response.
Full traceability in a single ticket
Say goodbye to lost emails and fragmented information. The customer’s full history, their survey result, and your team’s internal comments are recorded on a single screen, providing clear, complete context for any agent.
Agile escalation and cross-team collaboration
Break down departmental silos to resolve issues faster. If a frontline agent cannot solve a case, they can route or escalate the ticket to the store manager, the quality team, or a technical profile with a single click—without losing the history.
Ready to operate with teams and scale with control
Clear information for internal evaluation (IT/Legal) and rollout across channels and sites.
Do we need to run long surveys to know which site or product they are referring to?
No. Our platform integrates with your CRM, ERP, or booking system. This allows us to use hidden "segmented fields". That way, the survey is extremely short for the user, but you receive cross-referenced results.
Which metric do you recommend for evaluating the B2C experience?
We recommend NPS (Net Promoter Score), always accompanied by an open-ended question. Beyond giving you an overall indicator, this combination allows you to build a real-time SWOT matrix of your operations. "Promoters" (scores 9–10) show your strengths, "detractors" (scores 0–6) reveal your weaknesses or urgent threats, and "passives" (scores 7–8) highlight opportunities for improvement. You move from a simple number to a strategic map for decision-making.
What exactly happens when a customer or patient has a bad experience?
Time is critical. If a user leaves a score below the threshold you define, the system triggers a real-time alert to the person responsible for that site or to the support team. This enables you to contact the person, show empathy, and resolve the issue before losing their trust.
Does the platform help us improve our public reputation?
Yes. When a customer rates your service with the highest score, the platform automatically offers them a direct link to share that same positive experience on Google Reviews, Trustpilot, or other public platforms.
If we receive thousands of responses per month, how do we read all the comments?
You do not have to read them. Our Artificial Intelligence processes the entire volume of free-text input from your customers, analysing sentiment (positive, neutral, negative) and automatically categorising topics. You only see clear trends in your dashboard.
Faster improvements, more aligned teams
Caring for families is essential in a sector like funeral services. Supporting them with excellence at a particularly sensitive time, such as the loss of a loved one, is our main objective. Therefore, having the ability to listen to families is a value that helps us set the direction for this support and service excellence.
Laia Herrera
Director of Marketing at Áltima Serveis Funeraris
Implementing this platform has enabled us to launch surveys centrally across all our sites and, above all, to listen more closely to our patients’ opinions. For us, this is essential: understanding their real experience and being able to act quickly on any issue to minimise its impact. In addition, thanks to the automatic monthly reports, all areas at Dexeus Mujer work aligned towards the same goal: to continue offering the quality and personalised care that have always defined us.
Carol Rodríguez
Director of Patient Experience at Dexeus Mujer
Managing the customer experience with a single campaign across multiple sites throughout Spain seemed challenging, but the platform has given us complete control. Thanks to customised dashboards and territorial heat maps, we can instantly see what is happening at each location. But what is most valuable for us is that we can now measure, in detail, the quality of the relationship between our employees and customers. This has enabled us to create an objective evaluation system, helping us recognise, reward, and promote internal talent based on real satisfaction data.
Iulia Rauta
Operations Manager at Click Rent
We came from a very established tool and had very specific needs, so the challenge was to maintain consistency without giving up on improvement. With Opinat, we have been able to adapt the solution to better meet our expectations, thanks to a bespoke development that fits what we were looking for. In addition, the support has been key: having a single point of contact who knows the project from start to finish has enabled us to evolve our surveys and improve the quality of the information we continuously collect.
Pedro Monsalve Moreno
Product Operations Lead at WALLBOX
