# Siempre Feedback vs. NPS & Feedback Platforms Source: https://siemprefeedback.com/siempre-feedback-vs-nps-feedback-platforms **"Thanks, but we already have an NPS tool."** We hear it a lot, and it's a fair point. Qualtrics, Medallia, SurveyMonkey, Zenloop, AskNicely and their peers are good at what they do. They measure loyalty, track it over time and give leadership a number to steer by. If you have one, keep it. Siempre Feedback isn't another one of those. It's the layer **in front** of them: the five seconds at the location, while the customer is still there, when a problem can still be fixed instead of just measured. ## What NPS and Feedback Platforms Do Well NPS asks one question: how likely are you to recommend us? It's simple, comparable across years and competitors, and it correlates with growth. According to Bain, the Net Promoter leader in a market grows on average **more than twice as fast** as its competitors. Feedback platforms build on that with surveys, journeys, text analytics and dashboards. They're the system of record for customer experience, and they're built for the strategic view: how are we doing this quarter, in this region, against last year? ## Where They Fall Short Their strength is also their blind spot. Most of them ask **after** the experience, by email, SMS or a link, to customers you have contact details for. That creates three gaps: - **Timing.** By the time the survey arrives, the guest has checked out, the shopper has gone home and the problem has hardened into an opinion. You learn what happened, not what's happening. - **Reach.** Walk-ins, visitors and anonymous customers never get the survey. And those who do are answering less: only **32%** of consumers give feedback directly to a company after a bad experience, **down 8 points since 2021** (Qualtrics XM Institute, 2025). - **Granularity.** An NPS dip tells you a hotel, store or region slipped. It rarely tells you it was the breakfast queue, the second-floor washroom or the Tuesday late shift. ## The Layer Before the Score Between the experience and the survey (or the review) there's a moment where nothing lives today. The customer is still on site, the problem is still small, and a manager could still fix it. That's where Siempre Feedback sits. We call it the **pre-review layer**: an in-the-moment signal that catches problems before they become a low score, a lost customer or a one-star review. It doesn't compete with your NPS. It feeds it, by fixing the things that would otherwise drag it down. ## How Siempre Feedback Works Three steps: **See. Scan. Act.** 1. **See.** A QR code sits exactly where the experience happens: the room, the counter, the table, the washroom, the gate. 2. **Scan.** The customer scans with their phone camera. No app, no login, in their own language. 3. **Tap.** They tap a face (happy, neutral, unhappy) and, if they like, a reason. About five seconds. 4. **Act.** The answer lands on a live dashboard by location and topic, with real-time alerts so the right person can fix it while it still matters. ## NPS & Feedback Platforms vs. Siempre Feedback | | NPS & feedback platforms | Siempre Feedback | | --- | --- | --- | | When feedback is captured | After the visit or interaction, by email, SMS or link, often hours or days later | During the experience, at the exact spot, while the customer is still there | | What it measures best | The relationship: loyalty, likelihood to recommend, the big picture over time | The moment: this room, this counter, this toilet, this shift, right now | | Who answers | Customers you have contact details for, and who open the survey | Everyone who walks past, including anonymous visitors and walk-ins | | Effort for the customer | Open the message, click, answer several questions | One scan, one tap, about 5 seconds. No app, no login, any language | | Speed to act | Reports and trend dashboards; ideal for quarterly reviews and strategy | Real-time alerts by location and topic; ideal for fixing it today | | Granularity | Brand, region or channel level | Per location, zone, touchpoint or team | | Set-up | Integrations, contact lists, survey design, often a project | A printed QR code; live the same day. Integrations with other systems are available. | | Best role | The system of record for customer experience | The in-the-moment sensor in front of it, catching problems before they become a score or a review | ## Why "5 Seconds, No App, In the Moment" Matters - **Timing.** You hear about the cold shower while the guest is still in the room, not in next month's report. - **Participation.** Remove the effort and the quiet majority speaks up, not just the delighted and the furious. Among hotel guests, nearly 1 in 3 who stayed silent said there was no easy or quick way to report (Zingle, 2019). - **Location, not memory.** Feedback is tied to the exact spot and time, so you know what to fix and who owns it. - **It makes your NPS better.** Every problem fixed on site is one fewer detractor in your next survey and one fewer bad review online. ## The Business Case: What the Research Says Both layers pay off for the same reason: loyal customers spend more, and silent unhappy ones quietly leave. ![What the research says about feedback and revenue](https://res.cloudinary.com/ddl9ewsfx/image/upload/v1/images/Siempre_Feedback_Research_Table_pk6de3.width-800_jij0ng) Put simply: NPS shows you the size of the prize, and the in-the-moment layer helps you win it. When **53%** of unhappy customers spend less and only a minority ever tell you, catching the problem on site is the cheapest growth lever you have. And when it's fixed right away, **42%** of hotel guests say they would definitely come back. ## How They Work Together The best setup isn't either/or. It's a relay: 1. **Siempre Feedback catches it** on site: "Breakfast queue too long" from three guests at 8:15. 2. **The team fixes it** the same morning: a second coffee station opens. 3. **Your NPS survey confirms it** weeks later: fewer detractors mention breakfast, and the score holds. 4. **Patterns flow up**: location-level trends explain why the NPS moved, so leadership knows what actually worked. NPS is the scoreboard. Siempre Feedback is what happens on the pitch. ## What This Looks Like in Practice A hotel group runs a post-stay NPS survey through its existing platform. Scores are good, but one property keeps slipping and the comments are vague. They add Siempre Feedback QR codes to rooms, breakfast and reception at that property. Within a week the pattern is obvious: hot-water complaints on the top floor between 7 and 8 a.m. Maintenance fixes a valve, the alerts stop, and the next quarter's NPS for that property recovers. Same NPS tool, better input, faster fix. ## Frequently Asked Questions ### Is Siempre Feedback an NPS tool? No. NPS asks how likely someone is to recommend you, usually after the fact, to measure the overall relationship. Siempre Feedback captures how a specific moment went, at the location, while the customer is still there. Most teams use both: NPS for the big picture, Siempre Feedback for the day-to-day signal. ### Can we use Siempre Feedback alongside Qualtrics, Medallia, SurveyMonkey or our current NPS tool? Yes, that's how it's designed to be used. Keep your platform for relationship surveys and reporting. Siempre Feedback adds an in-the-moment layer at the locations where the experience happens, so problems get fixed before they show up in your NPS or online reviews. ### Won't another feedback channel annoy customers? It replaces effort rather than adding it. There's nothing to open, download or log into: the customer scans a QR code and taps an answer in about 5 seconds, only if they want to. Because the moment is handled on the spot, fewer people need to vent later. ### Will it change our NPS? Not the method, and it doesn't ask the NPS question. But it can help the score: catching and fixing problems during the visit is exactly what turns potential detractors into passives or promoters before they ever receive your survey. ### What can we learn from Siempre Feedback that NPS doesn't show? Where and when things go wrong. NPS tells you a region or brand slipped; Siempre Feedback shows that it was the second-floor washroom on Tuesday afternoons, or the breakfast queue at one hotel. That's what lets a location manager act the same day. ### Do customers need an app or an account? No. The QR code opens in the phone's browser, in the customer's language. No app, no login, no personal details required. ### What about GDPR and privacy? Feedback is anonymous by default and no personal data is required to respond, which keeps it lighter on privacy than email-based surveys that rely on contact lists. ### How quickly can we start? The same day. Print a QR code, place it where the experience happens, and the dashboard starts filling. There's a free plan, so you can test it at one location before rolling out further. ### Which number should we report to management? Both, for different questions. NPS answers "how loyal are our customers?" Siempre Feedback answers "what is going wrong right now, and where?" Together they connect the strategic score to the operational fix. ## Getting Started You don't need to replace anything. Keep your NPS and feedback platform for the big picture, and add Siempre Feedback at the locations where the experience actually happens. Start free at one location, and see what your customers tell you when it only takes five seconds. **Keep your NPS. Add the layer in front of it:** [**siemprefeedback.com**](https://siemprefeedback.com/) ### Sources - Bain & Company, Net Promoter System: The numbers behind the Net Promoter System. netpromotersystem.com - Qualtrics XM Institute (2025). Consumer Experience Trends 2025, via PR Newswire. - Zingle (2019). Guest Service Report, via Hotel Management. - Customer Care Measurement & Consulting (2025). National Customer Rage Study. - Luca, M. Reviews, Reputation, and Revenue: The Case of Yelp.com. Harvard Business School.