Real-time Voice of the Customer insight

What we do

CSAT Central at a glance

Imagine having the capacity to accurately monitor and measure customer satisfaction and brand perception, simultaneously and in real-time, across every one of your customer touch-points. Wouldn’t that be something? We thought so too…

Post Call IVR Surveys.

Callers are transferred into an automated IVR solution, that asks a number of pre-determined questions and captures verbatim comments. All customer scores are delivered to our real time wall board, tracking individual questions scores and agent performance.

Web, Email & Chat Surveys

Integrate CSAT Central surveys into your website via hyperlinks or pop up widgets, to capture targeted customer feedback. Our unique agent tracking module also enables your agents to send post-interaction surveys across email and chat channels.

Social Media Surveys

Introduce post-interaction surveys across your social media channels. Capture tangible customer satisfaction scores via Twitter direct messages and Facebook private messages. Track individual agent performance and stream comments from the social channel directly into the contact centre.

Face-to-Face Surveys

Harness customer feedback from any face-to-face location through the dedicated CSAT Central App. Our IOS & Android Apps can be downloaded onto a tablet, smartphone or kiosk, enabling customers to provide anonymous feedback, with all scores and comments delivered to our real time wall board.

Multi-Channel VOC

Monitor Voice of the Customer insight, across multiple channels, via a real-time wall board.

Choose from a range of ‘Widgets’ to create your own bespoke view of customer feedback.

Monitor voice, web, email, chat, social media and face-to-face scores and comments in real-time.

Compare CSAT, NPS and CES across channel and identify positive and negative feedback.

Comparable Multichannel Reporting

Review our live Data Overview, to filter results by channel, campaign or agent and review verbatim comments.

Choose from a range of comparison reports, across all channels, and individual agent performance reports.

Set up a range of alerts, based on specific criteria, to identify positive or negative surveys across channels.

Set up and schedule a range of automated email reports, available in multiple formats.

CSAT Central is fully responsive and transitions seamlessly across fixed and mobile devices

responsive design

Individual Agent Tracking

CSAT Central has created a unique Agent Tracking module, that allows supervisors to compare agent performance, in real time, across voice, email, chat and social media channels. A live Agent League Table can be displayed within the contact centre to improve agent engagement and performance

CSAT Central – A Midway Sky 'Voice of the Customer' solution

Latest News & Views

CSAT, CES, NPS and Other VoC Metrics Compared


Tracking the Voice of your Customer (VoC) has become the norm for most large brands today. Post-interaction surveys across multiple channels now provide a plethora of valuable customer insight, available in real time. But, what methodologies are most commonly used

Read More

Contact Us

Getting in touch is easy! Email info@midwaysky.co.uk call 0844 338 7785 or fill in the form below.