Smart form builder
Build forms from a reusable question bank — common questions for every form plus department-specific ones. Rating scales, NPS (0–10), multiple choice and text.
Feedback & Resolution Management Platform
Turn every feedback into a resolved outcome.
Responza collects feedback from every channel, converts complaints into SLA-tracked tickets, drives department-level RCA & CAPA resolution and measures it all with NPS — one SaaS platform for any business, at any scale.
- QR & link feedback forms
- Automatic ticketing
- SLA & auto-escalation
- RCA & CAPA workflow
- NPS & excellence scores
- WhatsApp & SMS alerts
Built for every business that serves people
- Hospitals & Clinics
- Hotels
- Restaurants
- Retail
- Education
- BFSI
- Service Centres
How it works
Connect. Act. Resolve.
Three steps that close the loop between what your customers say and what your teams do about it.
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01
Connect
Capture feedback where your customers are — QR codes at the counter, links after a visit, WhatsApp, SMS, kiosks, phone calls, Google reviews and supervisor rounds.
- Branded forms in minutes
- Department-mapped questions
- Drill-down reasons on low ratings
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02
Act
Complaints and low scores become tickets automatically — routed to the right department, prioritised, and tracked against an SLA with alerts before anything slips.
- Auto-assignment by department
- Priority-based SLA timers
- Escalation matrix on breach
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03
Resolve
Departments respond with root cause, corrective and preventive actions. Unsatisfied? Re-raise in one click — with the full history intact — and watch NPS move.
- RCA & CAPA on every ticket
- Closure confirmation & re-raise
- Live NPS & excellence scores
Features
Everything you need to hear, act and improve
From the first rating to the final fix — Responza covers the complete feedback and resolution lifecycle.
QR codes, links & PDFs
Every form gets a shareable link, a QR code and a print-ready PDF. Customers respond on their own phone — no app, no login.
Drill-down reasons
A low rating asks why — "long waiting time", "billing delay", "staff courtesy". Bucket them to see exactly what needs fixing first.
Automatic ticketing
Complaints and low ratings turn into tickets with type, priority, source and owning department — no manual hand-offs, nothing lost in a register.
Unified ticket queue
One inbox for every ticket. Filter by department, priority, source or status, assign owners and see what's due, overdue and resolved at a glance.
NewPriority-based SLAs
Set response timelines per priority — e.g. High 24h, Medium 48h, Low 60h. Live countdowns show every team how much time is left.
Escalation matrix
When an SLA is at risk or breached, tickets escalate automatically to the department head and then to management — so nothing waits silently.
NewRCA & CAPA resolution
Departments close tickets with a response, root cause, corrective action, preventive action and any support they need — audit-ready by design.
Re-raise & audit trail
Not satisfied with a resolution? Re-raise it as a linked ticket. The complete response history stays attached for reviews and audits.
WhatsApp, SMS & email alerts
Instant notifications to ticket owners on assignment, SLA warnings, escalations and closure — on the channels your teams already use.
NewSupervisor rounds
Floor managers and in-charges log feedback during rounds or calls, or bulk-import from Excel. Track every supervisor's activity in dedicated reports.
Role-based access
Granular view, create, edit and delete permissions per module. Admins, department heads, supervisors and staff see exactly what they should.
Multi-branch ready
Run one location or a hundred. Compare branches and departments side by side while each team works only on its own tickets.
NewYour brand, your templates
Your logo and colours on every form. Start fast with industry templates for departments, questions and reasons — then tailor everything.
NewExcel import & export
Bring in historical feedback from spreadsheets and export any report to Excel for management reviews and quality meetings.
Real-time dashboards
Tickets raised, open and solved, department performance, closure satisfaction and trends — all filterable by date in one live view.
Ticket resolution
Accountability built into every ticket
Responza doesn't just log complaints — it makes sure each one is owned, answered on time and fixed at the root, with a record you can show any auditor.
- Type, priority & source — complaint, suggestion or compliment; from a QR form, phone call, review or round.
- Owner & deadline — the right department is assigned and the SLA clock starts instantly.
- Structured response — RCA, corrective and preventive action, and support required.
- Closed-loop confirmation — mark satisfied, or re-raise with the full conversation preserved.
High priority
SLA 24h
T-1042 · Billing desk delay
Complaint · Billing · via QR feedback
- Raised automaticallyRating 1/5 · reason: "Billing took 2 hours"
- Assigned to BillingOwner notified on WhatsApp & email
- SLA warning · escalatedHead of Department alerted
- Resolved with CAPARCA: single counter at peak · CA: added counter · PA: peak-hour roster
- Closed · customer satisfiedFull history saved to audit trail
Analytics & reports
Know exactly where to improve — and prove that you did
Every rating, reason and resolution feeds live dashboards and ready-made reports, filterable by date, department, form, source, type and priority.
- NPS reportsOverall and per-question NPS with promoters, passives and detractors.
- Department excellence scoreShare of top ratings for every department, month over month.
- Bucketing analysisDrill-down reasons ranked and trended to target root causes.
- Closure satisfactionClosed-satisfied vs re-opened tickets to measure resolution quality.
- Team & supervisor reportsFeedback volume, response times and SLA compliance by owner.
- One-click Excel exportShare any report with management or auditors instantly.
Omnichannel intake
Every voice, one platform
Wherever feedback starts, it lands in the same queue with the same SLA, owner and reporting.
- QR codesCounters, rooms, tables, invoices
- Web linksShare after every visit or order
- WhatsAppSurvey links & updates
- SMS & emailAutomated post-service requests
- Kiosk / tabletOn-site feedback stations
- Google reviewsTrack public reviews as tickets
- Phone callsLog calls and follow-ups
- Supervisor roundsFloor walks & Excel import
Industries
Configured for your business, not just one industry
Departments, questions, reasons, priorities and sources are fully configurable — so Responza fits the way you already work.
Healthcare
IPD, OPD and emergency feedback, patient complaints and accreditation-ready CAPA records.
Hotels & Resorts
In-room QR feedback, guest requests and housekeeping or F&B issues resolved before checkout.
Restaurants & QSR
Table-side ratings across outlets, kitchen and service tickets, and branch-wise NPS.
Retail & Showrooms
Store experience, staff courtesy and after-sales complaints tracked across every location.
Education
Parent and student feedback, campus facility issues and grievance redressal with SLAs.
Banking & Insurance
Branch service ratings, customer grievances and turnaround-time tracking.
Automotive & Service
Service-centre feedback, job-card complaints and post-delivery follow-ups.
Real Estate & Facilities
Resident and tenant requests, maintenance complaints and vendor accountability.
Manufacturing & B2B
Dealer and distributor feedback, product complaints and quality CAPA.
Public Services
Citizen feedback and grievance tracking with transparent timelines.
Corporate & HR
Employee feedback, internal helpdesk and facility issues in one place.
Your industry
Tell us how you serve customers — we'll configure Responza around it.
Talk to usWhy Responza
More than a survey tool
Survey tools stop at the score. Responza starts there — and doesn't stop until the problem is fixed.
01
Closed-loop by design
Every piece of negative feedback has an owner, a deadline and a documented fix.
02
Department accountability
Scores and SLAs per department make performance visible and reviews objective.
03
Audit-ready records
RCA, CAPA and complete histories support quality programmes and accreditation audits.
04
Live in days
Industry templates, Excel import and guided onboarding get your teams running fast.
Cloud SaaS — nothing to install
SSL-secured & role-based access
Works on mobile, tablet & desktop
Built & supported in India
FAQ
Questions, answered
Can't find what you're looking for? Talk to our team.
What is Responza?
Responza is a cloud-based feedback and resolution management platform. It collects customer feedback through QR codes, links and other channels, converts complaints and low ratings into tickets, tracks them against SLAs, and closes them with root-cause and corrective/preventive actions — with NPS and department analytics on top.
Is Responza only for hospitals?
No. Responza was first proven in a multi-department hospital, but departments, questions, drill-down reasons, priorities and sources are all configurable. Hotels, restaurants, retail chains, schools, banks, service centres, facilities teams and corporates can use it for customer or employee feedback.
How do customers give feedback?
Customers scan a QR code or open a link on their own phone — no app download or login needed. Feedback can also come from WhatsApp, SMS or email links, kiosks, phone calls, Google reviews, supervisor rounds or Excel imports.
How are tickets created and assigned?
Complaints and low ratings automatically create tickets mapped to the responsible department, with a type, priority and source. Each priority carries its own SLA, and tickets escalate automatically when the SLA is at risk or breached.
What is RCA and CAPA in Responza?
When resolving a ticket, the department records its response, the root cause analysis (RCA), the corrective action taken, the preventive action to stop it recurring, and any support required. This creates an audit-ready record for every complaint.
Which reports are included?
Live dashboards plus NPS reports, department excellence scores, drill-down (bucketing) analysis, closure satisfaction, feedback analysis, supervisor reports and form reports — all filterable and exportable to Excel.
Can we use our own branding and multiple branches?
Yes. Feedback forms carry your logo and colours, and Responza supports multiple branches or locations with role-based access, so each team sees only what it should while management sees everything.
How long does it take to go live?
Most teams can go live within days. We help you configure departments, questions and SLAs, import existing data from Excel and train your staff.
Book a demo
See Responza working on your feedback
Get a personalised 30-minute walkthrough configured for your industry — forms, ticketing, SLAs and reports.
- Set up with your departments & questions
- Guided onboarding & staff training
- Import your existing feedback from Excel
Prefer email? hello@responza.co.in