Description
ScoreStory offers a comprehensive solution for satisfaction research, moving beyond traditional numerical scores to uncover the underlying reasons behind customer feedback. The platform integrates key performance indicator (KPI) scores, such as NPS, customer satisfaction ratings, or Customer Effort Score (CES), with natural AI-driven conversations. This approach allows organizations to understand not just what customers think, but why they think it, by surfacing the stories behind every score.
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The process is streamlined into three main steps: Score, Story, and Insights. First, customers provide a simple KPI score, avoiding lengthy questionnaires. Immediately after, ScoreStory initiates a personal conversation, guided by principles like "what went well?" and "what could be better?" The AI interviewer listens, asks follow-up questions, and adapts to the customer's responses. Finally, every conversation is automatically analyzed for themes, patterns, and emotions, presenting numbers and context together in a continuous stream of insight.
ScoreStory is designed for deployment at any point in the customer journey, supporting continuous customer research, feedback after specific touchpoints (e.g., purchase, delivery, customer service), or one-off projects like CSAT research or campaign feedback. It provides an NPS dashboard that combines scores with individual customer stories, offering direct insight into important themes, opportunities, and areas for improvement without requiring manual review of hundreds of open-ended answers.
The platform emphasizes ease of use, allowing users to start satisfaction research within minutes. It offers a free trial for the first 10 interviews, with no credit card required initially. Users can create an account, set up their first study by describing their goals, and invite customers to begin collecting insights. For ongoing use, ScoreStory provides various annual and monthly plans based on the number of participants.
Key capabilities include an AI survey builder that drafts surveys based on user goals, multiple invitation methods (personal emails, open links, website buttons, API), and an AI interviewer that conducts adaptive conversations in eight languages. The analysis features automatic sentiment and theme detection, written conclusions, and the ability to ask follow-up questions about results in plain language. ScoreStory also prioritizes privacy, offering truly anonymous surveys, configurable data retention, and data processing agreements within the app, with data hosted in the Netherlands.
- CategoryReview & Feedback Analysis
- Pricing ModelFreemium
- DeploymentCloud
- PlatformsWeb
ScoreStory's Core Features
Combines KPI scores with AI conversations for deeper insights
Automated analysis of themes, patterns, and emotions from conversations
Supports NPS, CSAT, and Customer Effort Score (CES) metrics
AI survey builder creates surveys from plain language goals
Adaptive AI interviewer asks follow-up questions based on responses
Multiple invitation methods: personal emails, shared links, website buttons, API
Participants can type or speak their answers in 8 languages
Automatic sentiment and theme analysis for every answer
Generates written conclusions and summaries of individual conversations
NPS dashboard provides an overview of scores and customer stories
Filters results by period, score group, or participant property
Export results to Excel, CSV, or JSON
Notifications for low scores or specific feedback events
Share filtered views of results with team members
Public REST API for custom integrations and AI assistants
How to use ScoreStory?
Create Account: Sign up for a free ScoreStory account without a credit card.
Set Up Study: Describe your research goals in plain language to the AI survey builder.
Invite Participants: Choose from various methods like personal emails, shared links, or API to invite customers.
Conduct Interviews: Customers provide a score, then engage in an AI-guided conversation about their experience.
Analyze Insights: Automatically receive analyzed themes, sentiment, and written conclusions from conversations.
Act on Feedback: Use the dashboard and insights to understand customer experiences and drive improvements.
ScoreStory's Use Cases
- Continuous Customer Research
- Feedback After Touchpoints
- Project Evaluations
- Employee Satisfaction Surveys
- Product and UX Feedback
- Account Management Insights
- Website or App Usage Feedback
- Customer Journey Mapping
