Customer experience signals
Turn customer feedback into the next right action.
Orders tell you what customers bought. Delivery events tell you what arrived. They do not tell you whether the experience met expectations, whether the product was a fit, or why a customer may be at risk of leaving.LiftMiner connects feedback from your existing survey and customer-experience tools to the customer, order, product, subscription, consent, support, and purchase history behind it. It turns each response into an evidence-backed signal: positive experience, unresolved issue, recovery task, suppression, or a future eligibility condition.
Brands know what was purchased and delivered. They often do not know whether it worked for the customer.
- What was bought
- When it was delivered
- Whether it was returned
- Whether the customer reordered
Recorded by your commerce stack.
- Whether it met expectations
- What went wrong
- What the customer needs
- Whether they want help
- What should change before the next customer has the same problem
Only the customer can tell you.
Ask at the right moment
Seven example moments. One short question each.
Each moment is an example trigger, not a fixed rule. What is asked, where and when is up to the client.
- 01Checkout completed
Example questionWhat made you decide to try us?
Can learnPurchase motivation and acquisition context.
- 02Order delivered
Example questionDid your order arrive as expected?
Can learnDelivery, packaging, or fulfillment issue.
- 03First use
Example questionHow has your experience been so far?
Can learnProduct fit, usability, instruction, or quality signals.
- 04Replenishment window
Example questionAre you getting the result you expected?
Can learnReorder readiness, unmet expectations, barriers.
- 05Subscription started or renewed
Example questionHow easy has your subscription been to manage?
Can learnConvenience, value, skip or cancellation risk.
- 06Support issue resolved
Example questionHow easy was it to get help?
Can learnCustomer effort and service quality.
- 07Return, cancellation, or refund
Example questionWhat was the main reason?
Can learnRoot cause, recovery need, product or operations issue.
Questions, channels, and timing are configured by the client and survey tool. LiftMiner evaluates the resulting signal in context.
Not a long questionnaire.
The useful signal is often one short answer at the right moment.
Long, generic and easy to abandon.
How has your experience been so far?
- Great
- Okay
- Not what I expected
LiftMiner does not need to ask every customer everything. It uses configured, lightweight feedback events from your existing tools, then combines each response with the customer and operational context needed to act responsibly.
Designed for connected feedback sources
Join the answer to the customer behind it.
When a feedback source is connected, LiftMiner joins each response to the record behind it, then applies auditable rules.
- Customer profile
- Order and product
- Subscription state
- Marketing consent
- Support and return history
- Prior campaign contact
- Positive signalEVIDENCE-BACKED
- Neutral signalAGGREGATE LEARNING
- Recovery taskCLIENT-OWNED
- Promotion suppressionUNTIL REVIEWED
- Future audience eligibilityWHEN ELIGIBLE
A response is not treated as an isolated score. It is evaluated alongside the customer’s real history, current consent, unresolved issues, and previous contact.
The difference
Survey tools collect the answer. LiftMiner decides what it means for the customer relationship.
Survey and feedback sources
Typeform · Fairing · Zigpoll · Digioh · Review platforms · Client-owned forms. These are examples, not a list of live connectors. See integrations
What happens next
Five outcomes, each with a safe next step.
Every response leads somewhere specific, and every path respects consent.
- 01Positive experienceCan record an evidence-backed positive signal for future retention, loyalty, review, or referral policy, where the customer is eligible and the client approves the action.
- 02Neutral or unclear feedbackCan preserve the answer and customer context for aggregate learning without forcing an immediate campaign.
- 03Negative experienceCan flag a customer who should not receive generic upsell or subscription messaging until the issue is reviewed or resolved.
- 04Service recovery taskCan route a client-owned task when the customer asks for help or reports a delivery, product, or support problem.
- 05Root-cause insightCan reveal recurring issues by product, fulfillment path, customer cohort, acquisition source, subscription state, or time period.
Guardrail
Feedback is not marketing consent.
A survey answer does not create permission to market to someone.
- Survey answerFeedback
- Marketing consent gateStops here
- Promotional offerNot created from feedback
- “I need help” answerService request
- Client-owned service responseOwned by the client
Five separate conditions
- Feedback
- Channel consent
- Unsubscribe status
- Contact-fatigue rules
- Service-recovery requests
How it works
LiftMiner keeps feedback, channel consent, unsubscribe status, contact-fatigue rules, and service-recovery requests separate. Customers who opt out of marketing are not re-contacted with a promotional offer because they gave feedback. When a customer requests help, the client owns the appropriate service response.
Measurement and value
See whether experience is costing you retention.
LiftMiner can connect feedback categories to downstream outcomes.
- More lost value than average
- Less lost value than average
- No clear difference
Sample data. LiftMiner shows associations between feedback categories and outcomes. It does not claim that an answer caused the outcome.
- Reorder and subscription conversion
- Returns, refunds, cancellations, and chargebacks
- Resolution time and unresolved issue volume
- Repeat purchase after a negative experience
- Customer satisfaction by product, order type, or fulfillment path
- The root causes most associated with lost future value