Customer satisfaction has become a key strategic indicator for organizations. However, between survey design, data collection, KPI calculation, and results reporting, satisfaction studies have long been synonymous with slow and cumbersome processes.
This is precisely the challenge Soft Concept addressed during its webinar on June 18, 2026. In 45 minutes, from 11:15 a.m. to 12:00 p.m., participants discovered how EthnoForms, combined with the analytical power of EthnosAI, can radically transform this approach—from survey creation to action plan implementation, all in real time.
What the webinar covered
Simplified survey creation and deployment
Participants saw how easily EthnoForms enables the design of questionnaires and their distribution across the most suitable channels for their target audience, with no technical complexity. The platform proved accessible to non-technical users, a point highlighted by several attendees as a key advantage.
Automated performance indicator calculation
One of the highlights of the demonstration was the automatic calculation of key customer satisfaction indicators. Participants witnessed real-time tracking of the following KPIs:
- Net Promoter Score (NPS)
- Top 2 Boxes
- Average score
- Custom KPIs tailored to organizational needs
This automation eliminates the time-consuming manual processing traditionally associated with satisfaction studies.
Dynamic dashboards for continuous monitoring
The session showcased EthnoForms’ visualization capabilities: interactive dashboards updated in real time, available as soon as the first responses are collected. Study managers and decision-makers were able to see the immediate value of having up-to-date insights without waiting for fieldwork completion.
AI-powered verbatim analysis with EthnosAI
The webinar included a highly anticipated demonstration of EthnosAI, the artificial intelligence integrated into the Ethnos solution. Capable of automatically analyzing, sorting, and categorizing open-ended feedback, EthnosAI identified recurring trends and key improvement areas in seconds from qualitative responses. A major breakthrough for teams that previously processed verbatims manually.
The Satimix matrix for prioritizing actions
Stéphane Daubignard presented the Satimix matrix, a decision-support tool integrated into EthnoForms. It enables users to visually identify the most impactful levers for improving customer experience and focus efforts on high-value priorities rather than spreading resources across all improvement areas.
Led by a customer satisfaction expert
The webinar was hosted by Stéphane Daubignard, Head of the Research Division at Soft Concept. With strong field expertise, he shared practical advice on implementing an effective, fast, and action-oriented customer satisfaction strategy.
Why this session attracted professionals from all backgrounds
The webinar addressed a wide audience: marketing managers, research officers, customer experience leaders, and executives all found concrete answers to their daily challenges. Four key benefits particularly stood out:
- Significantly reducing the time spent on satisfaction surveys
- Automating analysis and reporting to increase responsiveness
- Leveraging artificial intelligence to better understand customers
- Quickly turning customer feedback into actionable plans
The replay is now online! Access it now 👉here
EthnosAI is the artificial intelligence integrated into Soft Concept’s Ethnos suite. It automatically analyzes, sorts, and categorizes open-ended responses (verbatims) from satisfaction surveys. In just a few seconds, it identifies recurring trends, groups comments into themes, and highlights key areas for improvement. This eliminates the need for manual verbatim processing, which has traditionally been one of the most time-consuming steps in satisfaction studies.
EthnoForms is a survey creation and distribution solution developed by Soft Concept. Its key difference compared to traditional tools lies in its native integration with EthnosAI for automated verbatim analysis, its automated calculation of key indicators (NPS, Top 2 Boxes, average score), and its dynamic dashboards updated in real time from the very first responses. The integrated Satimix matrix also enables direct prioritization of improvement areas without additional processing.