SurveySensum

Overview

SurveySensum is an AI-driven customer feedback and experience management platform designed to capture, analyze, and act on consumer insights. The platform enables businesses to deploy omnichannel surveys across web, email, WhatsApp, and in-app channels while utilizing artificial intelligence to extract real-time sentiment and key topics from verbatim user responses. By pairing cloud-based survey software with dedicated CX advisor support, SurveySensum helps companies close the feedback loop, increase retention, and optimize NPS, CSAT, and CES scores.

Founder story

SurveySensum was founded in 2018 by Rajiv Lamba in Jakarta, Indonesia. Drawing from extensive experience in market research and consumer behavior, Lamba recognized that traditional survey tools produced vast amounts of unstructured data that companies struggled to turn into actionable operational decisions. To bridge this gap, the team engineered an AI-powered CX management platform that automates verbatim feedback analysis and guides closed-loop resolution.

What it does

• Launches omnichannel NPS, CSAT, and CES surveys via email, SMS, WhatsApp, QR codes, and web widgets
• Utilizes AI text analytics to automatically process qualitative open-ended responses into sentiment trends
• Provides role-based interactive dashboards to track closed-loop resolution status across individual touchpoints
• Automates survey distribution triggers and follow-up alerts based on real-time customer behavior signals.

Who it's for

• Product & Customer Success Managers
• Customer Experience (CX) & Research Leads
• Fintech & Financial Institutions
• SaaS & E-Commerce Enterprises

Why it works

• AI-powered text analytics automatically categorizes open-ended feedback without manual coding overhead
• Hybrid platform model pairs CX software with advisory services to guide survey strategy and closed-loop processes
• Multi-channel survey distribution captures user feedback across digital, in-app, and messaging channels
• Role-based dashboards allow department heads to view specific localized CSAT and NPS metrics.

Growth strategies

• Content marketing focused on NPS benchmarks, customer retention strategies, and CX templates
• Combining SaaS platform subscriptions with managed customer experience advisory services
• Direct outbound enterprise sales targeting high- volume B2B, SaaS, and financial services companies
• Integrating natively with CRM and customer support suites like Salesforce and Zendesk

Alternatives

• Qualtrics
• SurveyMonkey
• InMoment
• Medallia

Comparison overview

• SurveySensum combines automated AI text analytics with dedicated CX consultancy services.
• Unlike legacy enterprise survey suites like Qualtrics or SurveyMonkey, SurveySensum provides built-in sentiment extraction, WhatsApp survey distribution, and hands-on CX advisor support.