NPS, CSAT and CES collected face to face, where links do not reach
Bharat Survey is customer feedback software for India's brands, dealers, service networks and research agencies whose customers do not answer emails. Your staff or our field teams collect NPS, CSAT and CES on an offline Android app at the counter, the service centre, the kirana store or the doorstep. Every response carries time and location, so you know the feedback came from a real visit and not a filled-in sheet.
- 0–10, 1–5 and effort scales with follow-up questions
- Works offline at rural outlets and service camps
- Location and time on every response
- Exports to CSV, Excel, PDF and a Google Sheets copy
- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
Most customer experience platforms assume the customer is online and willing. Choose by who your customers are.
Link, email and in-app platforms
Customers answer on their own
- Urban, digital-first customers
- Large volumes at very low cost per response
- Automated triggers after a purchase
- Low response from older and rural buyers
- No proof of who actually answered
Bharat Survey, in person
Staff or enumerators ask the questions
- Rural, low-literacy and offline customers
- Dealer, distributor and retailer feedback
- Higher cost per response, higher coverage
- Location and time recorded per response
- No automated email or SMS triggers in v1
Collecting the score is the easy part. Knowing where it came from and doing something about it is the rest.
Forms built around the score
Start with the score question, then route: detractors get a reason list and an open comment, promoters get a shorter path. Skip logic keeps the interview under two minutes at a busy counter.
Forms can carry Hindi and English wording, and XLSForm import works if your research team already has an instrument.
- 0–10 and 1–5 scales
- Reason codes plus verbatims
- Versioned forms
- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
Proof of where feedback came from
Each response stores location, time and interview duration. Responses captured outside the assigned outlet area, with mock GPS or suspiciously fast go to review. For dealer or retailer programmes, this is what separates real visits from sheets filled at the office.
- Five location states
- Duration flags
- Supervisor back-checks
- In areaInside approx. boundary
- Accuracy±12 m
- Time09:42 · fresh fix
- Mock GPSNot detected
- Interview length11 min
Results the regional manager can use
Progress during field shifts, response counts by region and outlet, and exports your analysts can open without cleaning. Copy results one way into Google Sheets if that is where the business reviews numbers.
Each of the three answers a different question. Asking all three in every interview mostly produces fatigue.
Net Promoter Score (NPS)
Customer satisfaction (CSAT)
Customer effort score (CES)
Our view
In-person feedback suits businesses whose customers are spread across towns and villages: two-wheeler and tractor dealers, agri-input retailers, FMCG distributors, telecom and consumer durable service networks, and microfinance branches. The CSAT survey tool is the same app; only the form changes.
A plain inventory, so you can decide before a demo.
| Capability | Bharat Survey v1 |
|---|---|
| NPS, CSAT and CES questions with routing | |
| Offline Android collection by staff or enumerators | |
| Location, time and duration on every response | |
| Supervisor review and back-checks | |
| CSV, Excel, PDF exports and Google Sheets copy | |
| Email, SMS or WhatsApp survey triggers | |
| Public web links for self-completion | |
| Automated sentiment or text analytics | |
| iOS app |
AI sentiment analysis customer feedback: not built in
Bharat Survey does not run automated sentiment scoring or topic detection on open comments in version 1. Enumerators can record reason codes during the interview, which gives structured categories without any model, and verbatims export as text for whichever analysis tool or research partner you prefer.
For regional-language comments, record them in the language spoken. Translating before analysis keeps the original meaning available for anyone who needs to check a surprising result.
Not the right fit if
- Your customers are online and you want automated post-purchase emails
- You need WhatsApp or SMS survey triggers today
- You want built-in sentiment dashboards on verbatims
- You need a free plan to start
A good fit if
- Your customers or dealers are spread across small towns
- You must prove feedback came from real visits
- Network is weak where feedback is collected
- You want field teams as well as software
Feedback kiosk
A tablet at the counter for walk-in customers.
Learn moreQR code feedback
Restaurant and outlet feedback by QR code.
Learn moreWhatsApp and SMS surveys
What messaging channels can and cannot do.
Learn moreField inspection app
Outlet audits and checklists.
Learn moreField force management
Supervising teams who collect feedback.
Learn moreSurvey app development
Custom workflows on the core app.
Learn moreStraight answers to the questions people ask most about this topic.
Can Bharat Survey calculate NPS?
The 0–10 answers are stored as numbers and export ready for the standard calculation: percentage of promoters (9–10) minus percentage of detractors (0–6). For field programmes we set the calculation up in the project report so regional scores use the same method.
Can customers fill the feedback themselves?
Yes, on a staff-held Android device at a counter or service desk. Version 1 does not send public web links, emails, SMS or WhatsApp messages for customers to answer on their own phones.
Is this suitable for dealer and distributor feedback?
Yes. Dealer and distributor programmes are a strong fit because visits happen across many towns and managers need proof that each dealer was actually visited. Location evidence and duration flags help separate real interviews from office-filled forms.
How is pricing worked out?
Software is licensed by seats, meaning the number of people collecting feedback, and quoted per project. If Bharat Survey's field teams collect the feedback, the quote also covers interviews, supervision and reporting.
Sources: Net Promoter System (Bain & Company)
Tell us who they are, where they are and how often you want to hear from them. We will design the form and the field plan.