What is GOCare Pulse?

GOCare Pulse is a real-time customer feedback engine that automates the delivery, tracking, and analysis of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys—helping broadband providers measure customer sentiment and take immediate action when needed.

GOCare Pulse is a powerful voice-of-the-customer module that allows broadband service providers to automate customer satisfaction surveys (NPS, CSAT) and act on feedback in real time. Designed to integrate seamlessly with the GOCare platform, Pulse leverages your operational data to trigger surveys at the right moment—like after a tech visit, support interaction, or billing milestone.

Beyond just collecting responses, Pulse delivers dashboard-driven insights and customizable logic to help teams understand what customers are saying—and do something about it.

• Trigger surveys automatically based on events (e.g., ticket closed, appointment completed).

• Surveys can include multiple question types:

  • Score-based (e.g., 0–10)

  • Yes/No

  • Freeform comments

• Visualize customer feedback instantly with real-time reporting.

• Dashboards show scores, trends, and performance across teams, departments, or customer segments.

• GOCare Pulse also allows users to download survey results for offline analysis or reporting. This is particularly useful for teams that prefer working with raw data in spreadsheets or sharing results outside the platform.

• Route responses to internal teams based on thresholds (e.g., escalate low scores).

• Trigger next steps like callbacks, task assignments, or additional outreach.

• Build multi-step surveys using if/then branching.

• Customize greeting, questions, and closing messages.

• Choose delivery channel (SMS or email) based on customer preferences.

• Surveys are sent automatically based on:

  • CRM or billing system events

  • Job completion or customer interaction logs

  • Customer lifecycle milestones

• GOCare helps define which actions should initiate which surveys during implementation.

• Surveys are constructed using a modular structure:

  • Introduction > Questions > Thank You

• Supports Org Hierarchies to segment results by team, region, or function.

• Logic determines when to ask follow-up questions based on previous answers.

• Thresholds are set for positive, neutral, and negative responses.

• Based on those thresholds, Pulse can:

  • Send internal alerts

  • Trigger follow-up workflows

  • Display escalation flags in dashboards

GOCare Pulse gives your team a clear, actionable view of how customers feel—right when it matters most. Whether you're measuring loyalty (NPS), satisfaction (CSAT), or gathering operational feedback, Pulse helps turn raw sentiment into smarter decisions and stronger relationships.

Want to improve your survey performance? Visit our website to schedule a demo.