Customer satisfaction (KTO/NPS)

Status: the closed loop is implemented. A survey is sent on a per-recipient token, answered once, classified, and an unhappy answer raises a follow-up task with somebody's name on it.

What is implemented:

• dispatch rules, administered rather than coded: a trigger, a survey, a channel, a delay, a cooldown and a token lifetime
• an invitation per recipient, with its own token, persisted whether it was sent or suppressed, and the reason it was suppressed
• survey fatigue throttling per contact across surveys, and a permanent opt-out the respondent can set from the form itself
• single-use tokens: a second submission is refused, and an expired one opens a closed page rather than an error
• detractor follow-up: a task for the client's owner, or for the configured default assignee when the client has none, with the notification produced by the OpenRegister notification engine rather than by app code
• response-rate analytics, with suppressed and failed invitations reported beside the percentage rather than folded into it
• a per-client satisfaction panel on customer 360, with its own empty state

What is not built yet: the admin surface for the dispatch rules is the settings API rather than a screen, and sms and whatsapp delivery wait on the outbound channel adapters being configured.

Overview

Klanttevredenheidsonderzoek (KTO) survey management and Net Promoter Score (NPS) tracking for Pipelinq. Enables organizations to measure client satisfaction after interactions, track trends over time, and surface satisfaction KPIs on the dashboard.

Standards

• GEMMA Klanttevredenheidcomponent: gemmaonline.nl
• GEMMA Klantfeedbackcomponent: gemmaonline.nl
• TEC CRM: Section 4.1 (Analytics), Section 4.3 (Dashboard)

Key Capabilities

Survey Management

• Survey CRUD: create, configure, and manage KTO surveys
• Question types: NPS (0–10 scale), satisfaction rating (1–5), open text, multiple choice
• Survey lifecycle: draft → active → closed
• Link surveys to specific interaction channels, request types, or time periods

Public Response Collection

• Public survey response endpoint (unauthenticated): citizens respond without login
• Unique survey links per contactmoment or request
• Rate limiting and duplicate submission prevention

NPS & Satisfaction Analytics

• NPS calculation: promoters (9–10) minus detractors (0–6), displayed as −100 to +100
• Average satisfaction score per survey, per channel, per period
• Trend visualization: satisfaction over time
• Response rate tracking

Entity Linking

• Link survey responses to specific contactmomenten, requests, or clients
• Aggregate satisfaction per client for 360-degree client view

Dashboard Integration

• Satisfaction KPI card in the main dashboard: current NPS + trend arrow
• Satisfaction trend widget showing last 12 periods

Data Model

Two new schemas in pipelinq_register.json:

Schema	Key Fields
satisfactionSurvey	title, description, questions[], status, targetEntity, period
surveyResponse	surveyRef, respondent (optional), answers[], submittedAt, entityRef

Impact

• Backend: PublicSurveyController for unauthenticated response submission
• Frontend: Survey management views, response analytics view, dashboard widgets, navigation integration
• Data model: Two new schemas in lib/Settings/pipelinq_register.json

Specification

Full specification: openspec/changes/archive/2026-03-22-customer-satisfaction/specs/

Related changes:

• Design: openspec/changes/archive/2026-03-22-customer-satisfaction/design.md
• Tasks: openspec/changes/archive/2026-03-22-customer-satisfaction/tasks.md