FAQs
Frequently Asked Questions
Everything you need to know about Affiniv's customer feedback platform. Can't find the answer? Contact us.
- Affiniv is an AI-powered, all-in-one Customer Experience Management Platform designed to help businesses run surveys, gather AI-driven insights, and take action — all within a seamless workflow. It supports NPS, CSAT, CES, product reviews, and post-purchase surveys. Teams across retail, hospitality, SaaS, logistics, and CX benefit most.
- You can create Net Promoter Score (NPS) surveys to measure customer loyalty; CSAT surveys to gauge satisfaction with a product, service, or interaction; CES surveys to identify friction in the customer journey; product review surveys; and fully custom surveys built from scratch with multiple question types and logic jumps.
- Affiniv offers multiple distribution channels: email, web embedded (including pop-ups), SMS, WhatsApp, and shareable links. You can combine channels to reach a wider audience and get higher response rates.
- Yes — automation is where Affiniv truly shines. You can trigger surveys (and reminders) automatically based on specific customer actions, no manual work needed. Automation works throughout the customer lifecycle via integrations with Shopify, Freshdesk, Zendesk, Salesforce, and Affiniv's flexible API.
- Absolutely. You can add your brand colours, logo, and background images; tailor the email layout and tone to match your brand voice; and personalise subject lines and content with customer details. This boosts engagement by making surveys feel like a natural extension of your brand.
- Yes. You can send surveys from your business email address by updating DNS settings. This improves deliverability, strengthens brand presence, and builds trust with recipients. Custom email domains are available from the Growth plan.
- Yes. Once your survey is live, Affiniv continuously collects responses and calculates your NPS and CSAT scores in real time. You get a live dashboard with AI-powered sentiment analysis, segmented analytics, response tagging, trend shift alerts, funnel statistics, and CSV download.
- You can capture metadata including customer demographics, order details, time of interaction, location, device info, and any custom fields. AI-generated summaries, auto-response tagging, and trend shift alerts surface actionable insights. Affiniv's dashboard lets you filter and segment in detail.
- Beyond the dashboard, Affiniv integrates natively with Zendesk, HubSpot, Salesforce, Freshdesk, Slack, and Google Sheets. You can push all data, or only specific segments — like just Promoters or Detractors — to each platform.
- Affiniv offers transparent, scalable pricing with premium AI analytics included in every plan. There are no per-user fees and no hidden charges. As a bootstrapped SaaS company, Affiniv operates lean — so you get a best-in-class tool without the investor-driven pricing of larger platforms.
What is Affiniv and who can benefit from it?
What kind of surveys can I create on Affiniv?
How can I send surveys to my customers?
Can I set up automations to trigger surveys?
Can I customize the look and feel of surveys?
Can I send surveys from my own domain?
Will I get automated NPS, CSAT, and CES scores?
How can I identify customers with specific pain points?
Where can I send my survey data?
What makes Affiniv affordable compared to alternatives?
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