AI Customer Satisfaction Survey & CSAT Platform

What is a voice of customer survey program?

A voice of customer program is a structured approach to collecting and acting on customer feedback across every touchpoint, combining direct survey data (NPS, CSAT, open-text) with indirect signals like social media sentiment and support interaction data. Lucidya Survey is the customer feedback platform that powers VoC programs for MENA enterprises by combining native Arabic survey distribution with AI sentiment analysis across 17 dialects and integration with Lucidya's Social Listening and Profiles products. This gives CX and research teams a complete picture of what customers think.

What is the difference between NPS and CSAT surveys?

NPS (Net Promoter Score) measures how likely a customer is to recommend your brand, usually with a single question on a 0 to 10 scale. CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction, usually on a 1 to 5 scale. NPS tracks overall loyalty over time. CSAT captures moment-by-moment quality. Lucidya Survey supports both, with follow-up logic that triggers additional questions based on each score, Arabic-native open-text analysis for the responses that follow, and continuous tracking that shows NPS and CSAT trends by channel, region, or customer segment across Saudi Arabia, UAE, and the Gulf.

What makes Lucidya Survey different from generic survey tools for MENA enterprises?

Lucidya Survey is built specifically for Arabic-speaking markets, combining customizable survey templates with Arabic-native sentiment analysis for open-text responses. Unlike generic survey tools that treat Arabic as an afterthought, Lucidya accurately detects tone, emotion, and themes in Arabic responses across 17 dialects, giving enterprises in Saudi Arabia and the Gulf significantly more accurate insight from customer feedback than tools built primarily for English-speaking markets.

How can I distribute Lucidya surveys to reach customers across different channels?

Lucidya surveys can be embedded directly on websites, shared via QR codes, distributed by email, or delivered through WhatsApp, which is the primary messaging channel for customer communication across Saudi Arabia and the Gulf. Post-interaction CSAT and NPS flows are also fully supported, allowing automatic survey delivery immediately after customer service interactions across any channel managed through OmniServe.

Can Lucidya Survey data be connected to individual customer profiles?

Yes. All survey responses are automatically linked to individual customer profiles in Lucidya Profiles, adding structured feedback data to each customer's 360-degree profile alongside their social media sentiment, support interaction history, and behavioral signals. This means teams can see not just what a customer said in a survey but how that feedback connects to their broader sentiment history and engagement patterns over time.

Does Lucidya Survey support conditional logic and branching question paths?

Yes. Lucidya supports advanced logic paths that show different questions based on previous answers, ensuring each respondent only sees questions relevant to their specific situation. This improves response accuracy, reduces survey abandonment, and produces more contextually relevant feedback than linear surveys that ask every respondent the same questions regardless of their experience.

Which languages does Lucidya Survey support and how does multilingual distribution work?

Lucidya supports multilingual survey creation including Arabic and English, with automated translation capabilities that allow respondents to switch between languages instantly. Surveys can be configured to display in the respondent's preferred language automatically, making it straightforward for enterprises serving both Arabic and English-speaking customer segments across MENA markets to collect feedback in a single survey without building separate versions for each language.

How does Lucidya analyze open-text survey responses in Arabic?

Lucidya uses AI-powered sentiment analysis trained specifically on Arabic language and dialects to process open-text survey responses. The system identifies tone, emotion, recurring themes, and sentiment signals in Arabic responses with 92% accuracy across 17 dialects, giving research and CX teams qualitative insights from open-ended feedback at scale without manual review of individual responses.

How does Lucidya track NPS and CSAT scores over time?

Lucidya supports Net Promoter Score and Customer Satisfaction survey flows with follow-up logic that automatically triggers additional questions based on the score a respondent gives. NPS and CSAT scores are tracked continuously over time with trend analysis, allowing CX and customer service teams to monitor satisfaction performance by channel, product, region, or customer segment and identify the specific drivers behind score changes.

Can I monitor survey performance and response rates in real time?

Yes. Lucidya provides a real-time survey monitoring dashboard showing response rates, completion rates, dropout points, and emerging sentiment trends as responses come in. Teams can identify where respondents are abandoning surveys, which questions are generating the most negative sentiment, and how overall satisfaction scores are trending during the survey period, allowing adjustments to distribution or follow-up strategies without waiting for the survey to close.

Survey

Collect feedback that drives better business decisions

The feedback's coming in.

But is it helping you move forward?

Lucidya's Survey

A smarter way to collect customer feedback surveys and act on every response

Arabic sentiment analysis done right

AI that spots key signals

Surveys that adapt in real time

Multilingual and multi-channel ready

Built-in analytics that make sense

Connected to the full customer view

Connected to the platforms you use daily

Connected to the platforms you use daily

Collect customer feedback surveys at every touchpoint

Customer feedback

Employee surveys

Market research

Website feedback

Event feedback

Works well with other products in the Lucidya suite

media monitoring

profiles

Social Listening

Your trusted partner

for feedback-driven growth

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