Reviews in Aptly help you understand how your team is performing and how customers feel about their experience. Before you can start collecting feedback, reviews must first be enabled in your system.

The customer will receive a survey similar to this example where they can rate and add comments.

This guide walks through:

• The types of reviews available
• How to enable reviews
• Where and how reviews are sent
• How to view and manage feedback

Understanding Review Types

Aptly offers two types of reviews: CSAT and NPS. Both measure customer satisfaction, but they do so in different ways.

CSAT (Customer Satisfaction Score)

CSAT measures how satisfied a customer is with a specific interaction or experience.

• Scale: 1 to 5
• Best for: Transaction-based feedback (e.g., a completed task, support interaction, or service request)
• Visualization options:
  • Numbers (1–5)
  • Stars ⭐
  • Emoticons 🙂

CSAT is ideal when you want quick feedback on a specific moment in the customer journey.

NPS (Net Promoter Score)

NPS measures overall customer loyalty and likelihood to recommend your company.

• Scale: 1 to 10
• Best for: Measuring long-term satisfaction and brand loyalty