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Surveys

Ask fewer questions. Get better answers.

Falcon sends short surveys on WhatsApp, SMS, email or QR code right after the moments that matter, in the customer's own language, and makes sure every unhappy answer reaches someone who can fix it.

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  • 2–3 questions, not 20
  • Triggered by real events
  • Every detractor followed up

WhatsAppCareWell HospitalsWhatsApp survey

  • Hi Mrs. Nair, you were discharged from CareWell Kochi today. How likely, 0 to 10?
  • 6
  • Thank you. What is one thing we could have done better?
  • Discharge took 5 hours. Billing asked for the same papers twice.

NPS 6 · Routed to patient relations

What teams see with Surveys

38%Response rate on WhatsAppVersus 6% for the same survey by email.
92%Of detractors contactedWithin 48 hours of their answer.
2 daysFrom hypothesis to live surveyDrafted by AI, reviewed by your team.

How it helps

Everything Surveys does for your team

AI surveys on WhatsApp, SMS, email and QR, sent at the right moment.

01Design

Surveys drafted from a hypothesis

Tell Falcon what you want to learn, such as why repeat visits dropped in Pune, and it drafts a short survey, picks the audience and suggests when to send it. Your team edits and approves.

  • Questions drafted from your hypothesis
  • Audience and timing suggested
  • NPS, CSAT, CES and open questions
Agent run · goalFind out why repeat visits fell in Pune
  1. Survey agent

    Drafted 3 questions from the hypothesis

    Done
  2. Survey agent

    Selected 2,400 lapsed customers

    Done
  3. Human approval

    CX manager reviewing wording

    Running
  4. Insight agent

    Summarise answers by theme

    Queued

02Trigger

Sent at the moment, in their language

Surveys go out when something happens: an order is delivered, a patient is discharged, a job card is closed. Customers answer in English, Hindi, Tamil or six other Indian languages, and Falcon reads every reply.

  • Event triggers from POS, hospital or dealer systems
  • WhatsApp, SMS, email and QR codes
  • English plus 8 Indian languages
Response rate by channelResponse rate %
  • WhatsAppYou38
  • SMS14
  • QR code at counter11
  • Email6

03Close the loop

Every detractor gets a follow-up

A low score opens a follow-up task for the right location, with the customer's answers and history attached. Falcon tracks the call, the fix and whether the customer would recommend you afterwards.

  • Detractor alerts within minutes
  • Follow-up SLAs by location
  • Recovery rate tracked over time
Detractor · NPS 3 · Service visit Call within 24 hrs
  1. 14:20
    Falcon

    Score 3: 'car returned unwashed'

  2. 14:21
    Service advisor

    Task assigned with job-card details

  3. 16:05
    Workshop manager

    Called customer, free wash booked

  4. Day 7
    Falcon

    Re-survey the customer

How it works

From first signal to measured outcome

  1. 01

    Start from a question

    Describe what you want to learn and Falcon drafts a short survey, or start from NPS, CSAT and CES templates.

  2. 02

    Choose the moment

    Connect events from your POS, hospital, dealer or booking systems so surveys go out right after they happen.

  3. 03

    Collect

    Customers answer on WhatsApp, SMS, email or a QR code, in their own language.

  4. 04

    Close the loop

    Low scores open follow-up tasks for the right location, and every answer flows into your themes.

Channels

Works with the channels your customers use

Connect in days, with location and product context attached to every comment. 100+ more sources on request.

Popular in

  • WhatsAppWhatsApp
  • EmailEmail
  • Google FormsGoogle Forms
  • QualtricsQualtrics
  • SurveyMonkeySurveyMonkey
  • Google MapsGoogle Maps

FAQ

Questions, answered

What kinds of surveys can Falcon run?

NPS, CSAT and CES micro-surveys, short custom surveys with open questions, and longer research surveys when you need them. Most Falcon surveys are two or three questions.

Why WhatsApp instead of email?

Most customers in India read WhatsApp messages within minutes, so response rates are typically several times higher than email. Messages use approved WhatsApp Business templates, sent only to customers who have opted in.

Can we keep the surveys we already run?

Yes. Results from Qualtrics, SurveyMonkey and Google Forms can be imported, so existing programmes and Falcon surveys are analysed together.

Which languages are supported?

Surveys can be sent and answered in English and eight Indian languages, and Falcon understands replies typed in transliterated text such as Hinglish.

All products

See Surveys on your own data.

Book a 30-minute demo. We read your brand's public reviews first, so the conversation starts from your customers, not a script.

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