Our customer feedback solution is designed for those clients requiring an instant off the shelf proposition. Our solution is an established and proven self-complete model, offering our clients an alternative to our customised and premium approach.

Survey Metric types

Choose from our hand selected bank of metrics to suit your needs. Our recommendation is to always follow with an open ended question, to gain deeper insight. NPS is commonly used but often an alternative metric such as CSAT or Customer Effort is preferred or better matched. We have a suite of complementary KPIs (staff knowledge, helpfulness etc.) to gain wider insight.


Net Promoter Score is a strong indicator of customer loyalty. NPS is based on a scale of 0-10 and identifies promoters and detractors of the brand.

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Customer Effort Score is a service measurement, focusing on the ease of the engagement/interaction. CES is a seven point semantic scale.

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Customer Satisfaction is typically used to focus on service interaction to understand the overall customer experience. CSAT can be a 5, 7 or 10 point scale.

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KPIs & Drivers

We can recommend a suite of KPIs and Drivers (eg. helpfulness of staff) and work with our clients to agree what will best identify customer concerns.

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Open Ends

Unstructured data enables clients to gain a deeper understanding of the customer sentiment. The key to better insight is quantifying the themes of the unstructured data and blending this with key VoC metrics.

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“Listening to customers can identify opportunities, avoid mistakes and positively impact word of mouth...”

Mark Squires, Chief Executive - Watermelon

Survey Methodologies

Watermelon’s methodologies are designed to maximise customer participation. We don’t subscribe to a single methodology and have a wide range of options to choose from, each with their own unique benefits. Simply select the methodology that suits your business, budget and your customer.

SMS Surveys

SMS (text message) surveys are short and simple for customers to complete, often at times convenient for them.

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Online Surveys

Online surveys tend to be the longest of the self-serve survey methodologies and are able to gather a higher volume of VoC data and rich, detailed insight through open-ended questions

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Mobile Surveys

Smartphones travel everywhere with their owners and online surveys are increasingly completed on mobile devices, letting customers complete surveys at a time that suits them.

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IVR Surveys

An Interactive Voice Response (IVR) survey is an automated phone survey that provides a quick and relatively low cost method of gathering real time customer feedback, often yielding high response rates.

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CATI Surveys

CATI surveys are computer-assisted telephone interviews, where the interviewer follows a script from a CATI software platform, and records the responses within it.

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F2F Surveys

Face to Face surveys (CAPI), also known as personal interview surveys, uses CAPI software to record VoC data via a mobile device during the face to face interview.

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Overlay Surveys

An overlay survey is a pop-up that provides real time customer feedback from the online customer.

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We build customer and employee engagement platforms. Some of our clients include:

Anglian Water
Legal & General
View our client list

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