Ask right after it happens. Act before it costs you.
Ask by SMS, email or web as soon as a call, visit or delivery ends. When a low rating comes in, alert the right person in about a minute. Spot the problems that keep coming back.
Proven across CEE. Pricing built around customer responses.
Used by mid-sized businesses and large corporations across Central and Eastern Europe.
Figures are approximate and reflect platform activity since 2014.
Our customers
See how a service visit becomes a process improvement.
An illustrative workflow using InstantFeedback and a connected service system.
The job is done. The request goes out.
Your service system triggers an SMS feedback request. Sending rules control timing and how often the same customer is contacted.
The customer tells you what happened.
A low rating signals a problem. The comment explains it: nobody told the customer the technician would be late.
The alert reaches the person responsible.
With alerts enabled, InstantFeedback emails the designated person in about a minute. Your team reviews the response and contacts the customer.
The same problem appears in other responses.
AI groups comments about delays and poor communication. Reporting shows which services and locations receive similar feedback.
The process owner makes a change.
The service owner improves visit updates. Subsequent feedback shows how customers rate the experience after the change.
One response tells you whom to contact. Repeated feedback tells you where to investigate and improve the process.
Measure the interactions your business depends on.
Contact centres and support
Ask after calls and resolved cases. See where customers struggle, which issues recur and where communication or resolution needs to improve.
Used by GEN-I, ECE, Energetika Ljubljana, Energija plus, Butan Plin and Leanpay.
Service and field operations
Ask after repairs, maintenance and visits. Measure scheduling, punctuality, communication and the work itself.
Used by AMZS and A2S.
Retail and e-commerce
Collect feedback after purchases, store visits, deliveries and returns. Find the parts of the customer journey that need attention.
Used in e-commerce by Mladinska knjiga at emka.si.
Logistics and delivery
Ask after delivery or collection. Compare feedback on timing, handling and communication across locations and service partners.
Used by Butan Plin to measure the gas delivery experience.
The same platform supports customer interactions in finance, insurance, energy, healthcare and other sectors.
Your customer experience extends beyond your website. Your feedback should too.
A phone call, repair or delivery rarely ends on a web page. SMS puts the feedback request on the customer’s phone while the experience is still fresh, with no account or app required.
Combine SMS, email and embedded web feedback in one platform. Use the right channel for each interaction and keep the results together.
SMS campaigns have achieved response rates of up to 40%.
Results vary by audience, timing and interaction. This is not an average across campaigns or channels.
CSAT: satisfaction after an interaction
Measure a specific call, purchase or completed service. Use comments to understand the score.
NPS: loyalty over time
Track willingness to recommend your business and the reasons behind changing scores.
Custom surveys: the questions that matter
Measure customer effort, communication or another priority. Adapt scales and follow-up questions to the customer’s answers.
Compare results by team, service, location and market using the context supplied with each response.
Measure customer experience as you automate.
As AI handles more customer conversations, you need to know how customers experience the change.
Track how customers rate interactions with people, AI or both. Compare similar enquiries and channels to see where automation works for customers, where handovers need improvement and where human support adds value.
Use direct customer feedback to guide your next automation decision.
Include the interaction type with each feedback request so human, AI and combined interactions can be compared.
See how to measure AI interactionsFind the reasons behind the scores.
InstantFeedback’s AI groups recurring themes, tags comments and summarises what customers say. It also flags comments that appear to contradict the rating.
Compare themes across teams, locations and periods. Scheduled reports keep the findings in front of the people responsible for acting on them.
Ask in Claude or ChatGPT.
Use InstantFeedback’s own MCP server to explore feedback in plain language:
- Which service had the largest drop in CSAT this month?
- What do customers with low ratings mention most often?
InstantFeedback calculates the metrics. Your AI assistant explores and explains them.
Use the dashboard, work headlessly through MCP or connect your own applications through the API.
MCP access is read-only and follows user and campaign permissions.
Make feedback part of the workflow.
Trigger requests when an interaction ends, carry the relevant context into your analysis and send results to the teams that need them.
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HubSpot: trigger requests from contact, deal and ticket workflows, and write results back to records. -
Emarsys: connect feedback with customer communication programmes. - Slack and Microsoft Teams: share feedback and reports in team channels.
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API, webhooks and file imports: connect service systems, commerce platforms and your own applications.
Get the measurement right from the start.
FrodX works with you on what to measure, when to ask and who should receive the findings. We configure campaigns, integrations, reporting and access, and train your team.
Start with one service or roll out across markets. Add CX consulting when you need help interpreting feedback and planning improvements.
Discuss your use casePut our response rates to the test.
Our business model is built around customer responses. An optional pilot lets you compare InstantFeedback with your current feedback process, using your own customers and success criteria agreed up front.
Measure participation, review the quality of the feedback and decide whether to expand.
Plan a pilotWhat our customers say
Hear how teams use InstantFeedback to understand customers and improve their services.
For more than six years, we at NLB Lease&Go, Slovenia's leading leasing company, have relied on InstantFeedback to better understand our customers. We first adopted the tool at Summit Leasing Slovenija, which later merged with NLB Lease&Go under the NLB Group. Today, InstantFeedback is fully automated and integrated into our processes, helping us track customer satisfaction and continuously improve our services.
Tina Filipan 
InstantFeedback gives us valuable insights into customer satisfaction and guides us toward continuous improvement.
Merisa Draganović 
InstantFeedback completely changed how we understand our customers. The real-time insights help us fix issues before they become problems.
Igor Nestorović 
We've been using InstantFeedback for many years across all our services. It gives us a great overview of what our customers are most satisfied with and where there's still room to improve their experience.
Tomaž Kejžar 
InstantFeedback helps us better understand our customers and respond quickly to their needs, preferences, and expectations. It's an excellent tool for any company that truly puts customer experience first. We highly recommend it to anyone who genuinely wants to listen to their customers.
IM Irena Matečko
We've integrated transactional measurement into our satisfaction tracking to enhance gas delivery. InstantFeedback offers real-time insights, enabling us to quickly improve service and address issues. It's a direct connection with our customers, ensuring exceptional experiences.
Tanja Medved 
Instant Feedback has streamlined the way we collect patient satisfaction data. It provides an easy, immediate platform for patients to share feedback, resulting in a significantly higher response rate compared to previous methods. This has allowed us to quickly address issues and improve both service quality and patient care in our hospital.
Sandra Jerebic 
As Slovenia's leading publisher, Mladinska knjiga welcomes over 15,000 customers every day. Understanding how they see us is essential. That's where we rely on InstantFeedback.
Irena Čebulj 
As Slovenia's first online insurance brand, WIZ has been using InstantFeedback for over 10 years. It's an essential tool that helps us better understand the user experience and guides us toward improvements and greater customer satisfaction.
Gašper Bračič
Proven across Central and Eastern Europe.
InstantFeedback is used by mid-sized businesses and large corporations across CEE. Run campaigns in different languages, compare results across countries and give local teams access to the feedback they need.
Already used by financial organisations subject to DORA.
InstantFeedback is GDPR compliant and provides campaign access controls, configurable retention, masking, anonymisation and access logs.
FrodX, which implements and supports InstantFeedback, is ISO 27001 certified.
Discuss your security and compliance requirementsPricing built around the feedback you receive.
Customer responses are at the core of our pricing. Some plans also include a fixed fee. Your proposal sets out response charges, plan fees and any channel or implementation costs.
Grow
€0
monthly subscription
Response fees apply.
Business
€280
per month
Plus response fees.
Enterprise
Custom pricing
An agreed response volume is included.
Prices exclude VAT.
Before you get started.
Do we need a CRM to use InstantFeedback?
No. Collect, analyse and report on feedback in InstantFeedback. Connect other systems when you want to automate collection, add context or support follow-up.
Is a pilot required?
No. You can proceed directly to implementation. Choose a pilot if you want to test response rates and feedback quality before expanding.
Can we use InstantFeedback across several countries?
Yes. Use campaigns in different languages and compare results by market and location. We’ll agree your language, SMS coverage and integration requirements during setup.
See what your customers could be telling you.
Tell us which interactions you want to measure. We’ll show you how to collect feedback, identify recurring issues and get the findings to the right people.
We’ll also discuss the channels, integrations and pricing that fit your business.