Feedback that's actually useful
Get actionable feedback, not just star ratings. AI asks follow-ups when something's wrong. Route issues before they become problems.
The old way vs ioZen
The old way
- Generic star rating
- One-line optional comment
- "It was fine" tells you nothing
- Bad reviews come as surprises
- Data sits unused in spreadsheet
With ioZen
- Rating with conditional follow-ups
- AI asks "What could be better?"
- Deep insights, not surface ratings
- Negative feedback routed immediately
- Positive responders asked for reviews
Catching problems before they grow
Jake manages a coworking space with 120 members. After each month, members get an ioZen feedback link. Most are quick and positive. But when someone rates the WiFi 2 out of 5, the bot digs in: "What's been happening with the connection?" That response goes straight to Jake's ops board as a high-priority card. He fixes the router before the member even thinks about leaving.
What the customer sees
AI digs deeper when ratings are low
IntakeBot
How would you rate your overall experience this month? (1-5)
3 out of 5. It's been okay but not great.
IntakeBot
Thanks for being honest. What's been the biggest issue for you lately?
The WiFi keeps dropping during video calls. It's happened three times this week.
IntakeBot
That's frustrating, especially during calls. Is this happening in a specific area of the building?
Mostly in the second floor meeting rooms. The main floor is fine.
IntakeBot
Got it, we'll flag this for the ops team right away. Anything else you'd like to mention?
The numbers
What changes when feedback is a conversation
Response rate
Actionable responses
Issues caught early
The full pipeline
From feedback link to action item
Customer responds
Clicks feedback link
Sentiment scored
AI detects tone and rating
Record created
Full response structured
Card on board
Sorted by priority
Routed by score
Low scores go to manager
Customer responds
Clicks feedback link
Sentiment scored
AI detects tone and rating
Record created
Full response structured
Card on board
Sorted by priority
Routed by score
Low scores go to manager
Sentiment drives action
Every response routes to the right outcome
flowchart TD
%% Main nodes
A["🤖 <b>IntakeBot</b><br/><small>Collects information</small>"]
B{"Routes based<br/>on answers"}
C["<b>Negative (1-2★)</b><br/><small>Urgent Board</small>"]
D["<b>Suggestions</b><br/><small>Ideas Board</small>"]
E["<b>Praise (4-5★)</b><br/><small>Testimonials</small>"]
%% Connections
A --> B
B --> C
B --> D
B --> E
%% Styling
classDef intakeBot fill:#c96a35,stroke:#c96a35,color:#fff,stroke-width:2px
classDef router fill:#f5f5f4,stroke:#e7e5e4,color:#44403c,stroke-width:2px
classDef destination fill:#fff,stroke:#e7e5e4,color:#44403c,stroke-width:1px
classDef highlighted fill:#fef3ec,stroke:#c96a35,color:#44403c,stroke-width:2px
class A intakeBot
class B router
class C highlighted
class D destination
class E destination ⚡ Why this matters
80% of unhappy customers never complain. They just leave. And post a bad review. Sentiment routing gives you a chance to save them before it's public.
Urgent Board
Negative feedback lands here. Act fast, save the customer.
New
2WiFi issues on 2nd floor
Rating: 2/5 · Jake M.
UrgentParking too expensive
Rating: 1/5 · Tom R.
UrgentContacted
1WiFi issues on 2nd floor
Rating: 2/5 · Jake M.
UrgentSlow service complaint
Rating: 2/5 · Lisa K.
In ProgressResolved
0Saved
0New
2WiFi issues on 2nd floor
Rating: 2/5 · Jake M.
UrgentParking too expensive
Rating: 1/5 · Tom R.
UrgentContacted
1WiFi issues on 2nd floor
Rating: 2/5 · Jake M.
UrgentSlow service complaint
Rating: 2/5 · Lisa K.
In ProgressResolved
0Saved
0What's included
Rating with logic
Low scores trigger different questions
AI follow-ups
Dig deeper when answers are vague
Issue routing
Negative feedback goes to manager immediately
Review requests
Happy customers asked for public reviews
NPS scoring
Track promoters vs detractors
Trend tracking
See feedback patterns over time