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Customer Satisfaction (KTO/NPS)

Status: Planned

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:

SchemaKey Fields
surveytitle, description, questions[], status, targetEntity, period
surveyResponsesurveyRef, 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