Unlock the Power
of IT Feedback
Collect feedback, measure satisfaction, and coach your IT staff—all in one easy-to-use platform.
Trusted by leading organizations
Everything you need out-of-the-box
Be ready to go live in days. CIOPulse is easy to set up and delivers value from day one.
Why CIOPulse?
CIOPulse is designed for CIOs and IT Service Delivery Managers who want to foster a customer-centric culture in IT. Based on Net Promoter principles, CIOPulse collects feedback via support ticket, project and relationship surveys, and gives you the metrics, alerts and insights you need to drive service improvement.
- Overcome survey fatigue and enjoy higher response rates.
- Live feedback, coaching, reward and recognition for your team.
- Track NPS for individuals, teams, departments, projects, and IT overall.
- Reduce escalations, complaints, and support costs.
- Frequent feedback increases staff engagement.
- Foster a customer-centric culture in IT.
- Improved service leads to increased reputation and trust.
- Be ready to go live in days, not weeks.
Introducing Pulse AI: Understand your employees feedback faster than ever
PulseAI is our suite of AI capabilities that turns feedback into clear, reliable insights for leaders. It’s strictly opt‑in, regionally processed, and designed to help teams go from data to action—faster.
Our first new feature, Report Intelligence, provides a clear, human-readable overview of satisfaction, month-over-month trends, and highlights for executives — reducing manual analysis time.
PulseAI is included in a CIO Pulse subscription without additional costs.
What our customers say
Our NPS has more than trebled and upper management is listening and respecting our expertise!
CIOPulse is easy to use and gives us valuable customer views on our services.
We improved our Net Promoter Score by 25% in just 6 months!
Our NPS increased from +64 to +84. We're delivering better service now for less cost!
How CIOPulse Works
Enhance your ITSM software with a world-class user feedback system. Connect CIOPulse to your ITSM software and you'll have a system that's great at both.
Collect
Collect feedback via support ticket, project, and relationship surveys.
Analyze
Get the metrics, alerts, and insights you need to drive service improvement.
Act
Coach your team, drive continual improvement, and build a customer-centric IT culture.
Enhance your ITSM software with a world-class user feedback system
Your ITSM software is great for managing tickets.
CIOPulse is great for managing user feedback.
Connect CIOPulse to your ITSM software and you'll have a system that's great at both. Click here to learn more.
| Features | CIOPulse | ServiceNow | SurveyMonkey |
|---|---|---|---|
| Support for Net Promoter Score (NPS) | |||
| Collect feedback for tickets, projects & overall satisfaction | |||
| External performance benchmarking | |||
| Predefined reports | |||
| Predefined interactive dashboards | |||
| Automated distribution of feedback to staff | |||
| Service recovery alerting & tracking | |||
| Live customer feedback sliders | |||
| Integration with support tickets | |||
| Screen-reader compatible surveys | |||
| Engaging survey design (better response rates) |
A cost-effective path to a customer-centric IT culture
Fixed price. No hidden fees. Choose the plan that fits your organization's needs.
Business
For organizations that need a ready-to-go feedback system for customer support
per month, billed annually
- Net Promoter-based ticket surveys
- Service recovery alerting
- Visibility displays
- Automatic & ad-hoc reporting
- Interactive dashboards
- Online training
- Extensive knowledge base & email support
- Unlimited users, teams and surveys
- Administrator supported
Corporate
When you need customisation, integration & comprehensive feedback
per month, billed annually
- Everything in Business, plus:
- Review customisation & branding
- Project feedback surveys
- Complaints, Compliments & Suggestions
- Annual & periodic surveys
- External benchmarking
- Two-way data API
- Webhooks
- Single sign-on (SSO)
- Priority support
- 3 administrators supported
Enterprise
For Managed Service Providers, multinationals & organisations with >1000 employees
per month, billed annually
- Everything in Corporate, plus:
- Multi-language surveys
- Dedicated test environment
- Onboarding service
- Dedicated account manager
- 5 administrators supported
Prices exclude GST (payable by Australian customers only)
Start building a customer-centric IT culture in 5 days
Frequently Asked Questions
A survey, like that built into your ITSM software, or created with Survey Monkey, is just a tool for collecting data. CIOPulse is more than just a data collection tool. It is a comprehensive customer feedback management system. Out of the box CIOPulse provides you with the metrics, feedback, alerts, reports, dashboards and insights needed to act on user feedback and drive service improvement.
- Beautiful, responsive, touch-enabled surveys.
- Measures, tracks and compares customer satisfaction at multiple levels, e.g agents, teams, departments, customer divisions.
- Includes SMS alerting when customers are unhappy.
- Automatically distributes customer feedback to team leads for coaching and reward and recognition.
- Includes built-in displays, reports and interactive dashboards.
- Benchmarks your performance against other IT organisations every month.
- Captures compliments, complaints and suggestions.
- Runs one-off and recurring surveys for projects.
- Runs one-off and recurring relationship surveys.
- CIOPulse can be ready to go-live in weeks. How long would you need to design, build, test and implement your own solution? Many clients gave up on custom solutions due to time and effort required.
- Replicating even part of CIOPulse's functionality would require significant budget/resources. A multi-year CIOPulse subscription is cheaper.
- Some features are very hard, or impossible, to replicate. E.g. external benchmarking of Net Promoter Scores; fully-responsive, touch-enabled, great looking surveys. Implementing Net Promoter scoring in an ITSM system is much harder than expected.
- Why assign ITSM resources to building a solution that already exists? Your ITSM developers could be spending that time on valuable enhancements that cannot be purchased.
- We are constantly enhancing CIOPulse. In-house customisation is unlikely to evolve or will evolve very slowly due to other priorities.
- Every customisation you make to your ITSM software makes future upgrades more complex, expensive and riskier.
- CIOPulse works with multiple concurrent ITSM/CRM solutions, enabling your other internal and external service providers to use CIOPulse too.
- All customer feedback captured by CIOPulse is preserved should you change ITSM software, enabling continuity of your KPIs and feedback history.
- If your ITSM software is run by a Managed Service Provider, this can undermine confidence in the integrity/independence of the data collected and reported.
CIOPulse has different surveys for different purposes. Only the transactional survey (ticket-based feedback) needs to be integrated with your ITSM software.
To integrate, your ITSM software needs to create and issue a survey invitation email when a ticket is closed. The email should include a button or hyperlink to the cloud-based CIOPulse survey, with parameters for ticket, agent, team, and customer.
Example survey URL:
https://survey.cio-pulse.com?ticket=INC12345&team=servicedesk&agent=sam.patel&segment=london&customer=carole.jones
If your ITSM software can send emails when tickets are closed and create the survey hyperlink, it is compatible with CIOPulse.