🎯 Affiniv Customer Experience Platform — Top 10 FAQs

Affiniv is an AI-powered, all-in-one Customer Experience Management Platform designed to help businesses run surveys, gather AI-driven insights, and take action — all within a seamless workflow. You can do this through surveys like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Product Reviews, Post-Purchase Surveys, and many more. Any company looking to uplift employee or customer experience can benefit from its easy-to-use, highly customizable, seamless workflows.

Affiniv is incredibly flexible when it comes to the types of surveys you can run. You can create and send surveys in minutes, without writing a line of code:

1. Net Promoter Score (NPS) — measure customer loyalty with a simple question, "How likely are you to recommend us?", and track your promoters, passives, and detractors.
2. Customer Satisfaction Score (CSAT) — quickly gauge how satisfied your customers are with a product, service, or interaction.
3. Customer Effort Score (CES) — identify the friction points in the customer journey by measuring the effort score.
4. Product Review Survey — collect customer feedback for every product in an order, and publish the review on your product details page.
5. Custom Surveys — design surveys from scratch, choosing from a library of question types (multiple choice, star ratings, open text, and more). For example, an Employee NPS (eNPS) to gather feedback from your team.

After setting up the primary question, use Affiniv's logic builder to set up follow-up questions based on the customer's response — for example, asking promoters "What made you happy?" while asking detractors and passives "What can we improve?". Follow-ups can be Choice questions, Open-ended questions, or Scales, in just a few clicks.

Affiniv offers multiple ways to reach your audience, ensuring high response rates:

• Email — send branded surveys directly to inboxes; a classic, reliable choice.
• Web embedded — place surveys on your website or app, including pop-ups.
• SMS — reach customers through text messages; quick, direct, and effective.
• WhatsApp — reach customers on their favorite messaging app.
• Shareable links — share on social media or in any other campaign.

Yes — automation is where Affiniv truly shines. You can trigger surveys (and reminders) automatically based on specific customer actions, no manual work needed, and choose the channel(s) they go out on.

Affiniv supports automation throughout the customer lifecycle via integrations such as:

• Shopify — e.g., trigger a survey after a purchase.
• Freshdesk — e.g., follow up after a support ticket is closed.
• Zendesk — e.g., add a detractor to the customer support outbound queue.
• Salesforce — e.g., check in after a sales interaction.
• Affiniv's flexible API — to connect with your custom systems.
• And many more.

This means the right survey reaches the right person at the right time, effortlessly — and the right action is taken without delays.

Absolutely. Your brand is unique, and your surveys should reflect that. With Affiniv, you can:

• Add your brand colours, logo, and background images.
• Tailor the email layout and tone to match your brand voice.
• Personalise subject lines and content with customer details.

These customisation options boost engagement by making surveys feel like a natural extension of your brand.

Yes. You can send surveys from your business email address by updating a few DNS settings — we'll guide you through the process. Once done, all survey emails go out from your domain, which:

• Improves deliverability.
• Strengthens your brand presence.
• Builds trust with recipients.

Custom email domains are available from the Growth plan.

Yes, completely automated. Once your survey is live, Affiniv continuously collects responses and calculates your NPS and CSAT scores in real time — no manual number-crunching. The platform provides:

• Real-time dashboards for NPS scores and trends.
• AI-powered sentiment analysis of customer responses.
• Detailed analytics by user segments.
• Ability to tag responses with keywords (AI suggestions).
• Funnel stats — scheduled, sent, opened, bounced, responded, and more.
• Access to raw responses for deeper insights.
• Option to download the entire dataset as CSV.

With Affiniv, it's not just about the score — it's about the story behind it. Alongside each response, you can capture metadata such as:

• Customer demographics.
• Order details (transaction ID, product information, and more).
• Time of interaction.
• Location or device info.
• Any other custom fields relevant to your business.

This context-rich data lives in your AI-powered dashboard, which enables powerful segmentation and deeper analysis into "why" a customer gave a certain rating and "how" you can improve their experience. AI-generated summaries, auto-response tagging, and trend shift alerts surface actionable insights in minutes.

Affiniv also offers custom reports to Enterprise plan users, tailored to their analytics needs — reach out to discuss your requirements.

Once you've collected feedback, you'll want to put it to good use. Beyond its dashboard, Affiniv integrates with a variety of platforms so you can act on feedback without missing a beat — pushing all data, or only specific segments like Promoters or Detractors, to each:

Whether you need to loop in your support team or sync with your data dashboard, Affiniv plays well with others — and we're adding more integrations all the time.

Affiniv stands out as a budget-friendly customer experience platform thanks to a few deliberate choices in pricing, product design, and operating model:

• Transparent, scalable pricing — a clear pricing structure for businesses of every size, with premium features like AI-powered analytics included in every plan, so there's nothing to pay extra for. By comparison, Qualtrics often requires custom enterprise pricing (typically $10,000+/year plus one-time fees for medium businesses), while Retently charges $599+/month for its Enterprise plan with similar NPS/CSAT functionality.
• User-friendly, no-code platform — drag-and-drop survey creation, logic jumps, customisable templates, and Shopify/Freshdesk/Zendesk integrations reduce dependency on developers or IT teams. Competitors like SurveySparrow or AskNicely often require more technical configuration, increasing implementation costs.
• A specialised platform — Affiniv focuses on creating, distributing, and analysing customer experience surveys, rather than bundling in unrelated CRM features like some competitors. That specialisation means you're not paying for features you don't need.
• A bootstrapped operating model — Affiniv is a self-funded SaaS company operating lean, without investor-driven pricing pressure, so the savings get passed directly to customers.