What is ciopulse?

ciopulse is a SaaS platform that helps enterprise IT teams measure and improve service satisfaction. When an IT support ticket is resolved, the end user receives a short survey, and ciopulse turns those responses into dashboards, NPS scores and Service Recovery workflows. This page explains what ciopulse does, the key concepts you’ll see throughout this help center, and who uses it.

The problem ciopulse solves

Most IT teams can tell you their SLA numbers — tickets closed, time to resolve — but not how their customers actually felt about the service. ciopulse fills that gap. It captures feedback directly from end users right after their ticket is resolved, then aggregates it so CIOs and service desk leaders can see how teams are performing from the customer’s point of view, not just against SLA targets.

How the survey reaches your users

This is the most important thing to understand about how ciopulse works:

Note

ciopulse does not send the survey. Your own ITSM platform delivers it. ciopulse provides the survey link, hosts the survey page, and collects the responses.

The flow looks like this:

1. A support ticket is resolved or closed in your ITSM (ServiceNow, Zendesk, Jira Service Management, BMC, Freshservice, and others).
2. Your ITSM builds a survey link that includes details identifying the ticket — ticket number, support group, and optionally the agent and customer segment.
3. Your ITSM sends that link to the end user through its normal ticket-closure notification (usually email).
4. The user clicks the link and lands on the ciopulse survey page.
5. Their response is recorded and matched back to the right ticket using the details in the link.

Because the survey travels through your ITSM, ciopulse works with any ITSM tool that can put a link in a closure notification. ServiceNow has the simplest setup through a certified app, but it isn’t required. See ServiceNow app setup or Other ITSM / survey URL setup.

Key concepts

The survey. Transactional surveys are short — three questions, under two minutes, mobile-friendly, and no login required. Question 1 is the NPS rating, Question 2 asks which experience factors stood out, and Question 3 is free-text feedback. Short surveys with no login is what drives higher response rates than the survey tools built into most ITSM platforms.

NPS (Net Promoter Score). ciopulse’s core metric. Users answer “How likely are you to recommend this service?” on a 0–10 scale. Responses are grouped into Promoters (9–10), Passives (7–8) and Detractors (0–6). Your NPS is the percentage of Promoters minus the percentage of Detractors, so it ranges from −100 to +100.

Service Recovery. When a response comes in at or below a threshold you set, ciopulse alerts the relevant Support Lead so they can follow up with the unhappy customer quickly. See Service Recovery alerts.

The three listening posts. Beyond the post-ticket survey, ciopulse also offers Relationship Surveys (periodic or project-based feedback) and a Compliments, Complaints & Suggestions (CCS) form that’s always available and not tied to a ticket.

PulseAI. Summarises themes across large volumes of free-text comments, so leaders get the picture without reading hundreds of individual responses.

Who uses ciopulse

ciopulse is built for enterprise IT teams. Day to day, two groups use it most:

• Administrators set up the portal, configure the survey link in the ITSM, and manage teams and users.
• Support Leads and IT managers read the dashboards, track NPS over time, and act on Service Recovery alerts.

A typical outcome is a service desk that can see exactly where satisfaction is strong or slipping — by team, by agent, or by customer segment — and recover unhappy customers before small problems become escalations.

Still need help? Email support@cio-pulse.com.