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SatisfactionQuality

Measure satisfaction and show how you follow up

Satisfaction lets you measure how customers and employees experience your organization, using short questionnaires in your own branding. Customers respond without logging in, employees take part in an anonymous survey. You follow up low scores in a structured way and record your analysis and conclusion, so you can show an auditor what you did with the signals.

AI in this module
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Features

What you do with Satisfaction

Three ways to gather feedback

For each survey choose a digital questionnaire, a customer review meeting or registering feedback you already received. The survey type, such as NPS, a rating or a project evaluation, determines when a response needs follow-up.

Library of questionnaire templates

Choose from twelve question types and give questions a theme with its own follow-up threshold. Ready-made and custom questionnaires are kept in the template library.

Link and QR code sharing

With Invite & share you send personal invitations by email or app, share an open link or download a QR code for a poster or reception desk. You send reminders yourself with one button.

Anonymous employee survey

Survey work experience, workload, safety culture or eNPS, with anonymity enforced by the system. Breakdowns by team or job role only show groups that reach the minimum group size.

Follow-up per response

The Follow-up tab shows which responses need follow-up and why. You turn a response into a quality report, action or CAPA, and a complaint tagged in the open text triggers follow-up even with a high score.

Analysis, conclusion and ISO evidence

You write the conclusion, effectiveness and input for the management review, starting from an AI draft if you wish. With the management system layer you record the survey as evidence for clause 9.1.2 and add the result as a KPI value.

In practice

How it works

  1. 1

    Create a survey

    In four steps you choose who you survey, the basics, the target group and the planning with an owner. The choice between customers and employees is fixed after that.

  2. 2

    Build the questions

    You build the questionnaire yourself or start from a template, and set a theme and follow-up threshold per question. With at least one question in place you set the survey to Open.

  3. 3

    Invite and respond

    Customers respond via a personal invitation, open link or QR code, employees via email or the employee app. A low score requires an explanation.

  4. 4

    Follow up results

    You review scores by theme and by customer, tag signals and turn responses that need follow-up into a report, action or CAPA.

  5. 5

    Record the conclusion

    You record the analysis and conclusion and mark the survey as input for the management review. The PDF contains the sections you select.

In the employee app

Customers complete the questionnaire via a link or QR code without logging in, in your organization's branding. Employees receive an employee survey as a task on the home screen of the employee app, with a notification.

A selection of what AI does in Satisfaction

AI reads open answers, tags signals and drafts text for the analysis, and you decide what to keep.

Recurring themes

AI reads the open answers of all your surveys over a period and groups them into themes such as communication or delivery time.

AI suggestions for signals

With the AI suggestions button, AI tags the open text of a response as a complaint, improvement point or compliment, and you can remove any proposed label.

Follow-up on short comments

If the comment on a low score is short, AI can ask the customer one follow-up question, and answering is optional.

Draft for the analysis

For the conclusion, the effectiveness and follow-up section and the management review input, AI can write a draft that you edit yourself.

This is a selection of the AI capabilities in this module, not everything. AI suggests, you decide. Nothing is applied without your approval.

Standards and legislation

Where it helps you

BrydgeOne contains no text of the standards. Here you see which topics from standards and legislation this module helps you with.

ISO 9001

You record customer surveys with analysis and follow-up as evidence for clause 9.1.2 in one click.
ISO 45001

The anonymous employee survey on work experience and safety culture supports clause 5.4 on consultation and participation of workers.
RI&E (Arbowet)

An employee survey is usable evidence for the workload and psychosocial risk item in your Dutch risk assessment (RI&E).

One platform

Works together with

Every module works on its own. Switch on more and they fill each other in automatically.

Quality reportsTurn a complaint or low score into a quality report ActionsResponses and themes become actions or CAPAs Objectives & KPIsRecord the result as a KPI value for an objective Management reviewSatisfaction figures are input for the management review Supplier managementCustomers come from the external parties register Standards frameworkRecord a survey as evidence for clause 9.1.2 Audit-ready checkWithout a survey the check flags a gap for ISO 9001
Knowledge base

Read more about Satisfaction

Improving your reporting culture: how to get more near-miss reportsNear-miss reporting only happens when employees trust that it achieves something and costs them nothing. Below you can read how to find out why reports are missing, what to do about it and how to tell that it works. Improving safety culture: what it is, how to measure it and what worksImproving safety culture only works once you know what it is: the unwritten way people in your organisation think about safety and act on it, even when nobody is watching. You read how to measure it and what helps in practice. Handling complaints: a fixed procedure from receipt to feedbackHandling complaints works better with a fixed procedure than with good intentions alone. When everyone knows what happens after the first report, the customer gets an answer sooner and your organisation learns from every complaint. This is what such a procedure looks like. Measuring customer satisfaction: methods, good questions and what to do with the resultMeasuring customer satisfaction means asking customers at fixed moments what they think of your work, and doing something with the answer. You can do it with a survey, the NPS question, a conversation or by analysing complaints. Here you read which method fits when and how to ask questions that give usable answers.
Glossary

Terms related to Satisfaction

Customer satisfactionCustomer satisfaction
Frequently asked questions

Questions about Satisfaction

Can customers respond anonymously?

Yes, via the open link and QR code, if you set in Invite & share that no details are requested. A personal invitation is always linked to the customer and contact person.

Can I see who answered what in an employee survey?

No, and that is not a setting. No respondent is stored with an answer, the time is rounded to the day and the reading order is shuffled. You do see who has responded, so you can send reminders, but never what anyone answered.

A customer gave a 9 but mentioned a problem. Does that get lost?

No. Tag the sentence on the Results tab as a complaint or improvement point. The response then still appears on the Follow-up tab.

Can I also record a phone evaluation?

Yes. When creating the survey, choose the customer review meeting method and record the conversation there. Feedback that came in by email or phone is logged with the received feedback method.

Start small

Start with just Satisfaction and expand when you want

You do not have to set up everything at once. Switch this module on, add other modules later and keep using the same data and the same app. BrydgeOne fits every organisation, from a small company to enterprise, and you only pay for what you switch on, from € 49 per month.

SatisfactionStart hereQuality reportsAdd laterActionsAdd laterObjectives & KPIsAdd laterManagement reviewAdd later

See Satisfaction in your own situation

You only pay for the modules you switch on, from € 49 per month. In a demo we show how it works with your own processes.

Book a demo See pricing
Quality

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Calibration & measuring equipmentCalibrate equipment and track certificate validity. Risks & opportunitiesAssess risks and opportunities per process. AuditsPlan internal audits and log findings.
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