Most ERPNext teams already know their delivery volume, ticket close rate, and invoice totals — but they cannot tell you whether customers were actually happy at each of those moments. ERPNext core has no NPS, CSAT, or CES instrument. You can bolt a third-party survey SaaS onto the side, but then the score lives in a tool that has no idea which Delivery Note, Issue, or Sales Invoice triggered it, no link back to the Customer record, and no way to open an escalation when someone rates you a 2. The signal and the system of record stay divorced, and detractors slip away silently.

The NPS / CSAT Survey & Feedback Engine is a proper Frappe app that ECOSIRE builds for your ERPNext instance so satisfaction measurement lives inside the ERP itself. We model dedicated DocTypes — a Survey Campaign (channel, audience filter, throttle rules, question set), a Survey Question child table supporting NPS 0–10, CSAT 1–5, and CES scales, and a Survey Response that stores the score, verbatim comment, channel, and a Dynamic Link back to the originating document and Customer/Contact. Sending is driven by hooks.py doc events: a Delivery Note on submit, an Issue moving to Closed, or a Sales Invoice on payment can each enqueue the right survey through a background job so the transaction is never blocked.

Delivery is multi-channel and template-driven. Email goes out through Frappe's native Email Queue and Email Template rendering; WhatsApp and SMS route through your existing gateway (Frappe's SMS Settings, or a Twilio/Meta Cloud API integration we wire in) via whitelisted server-side methods. Respondents click a tokenized, single-use public link served by a whitelisted frappe.whitelist(allow_guest=True) endpoint, so no login is required and the token maps the answer straight back to the correct response row. A scheduler_events hook handles reminders, expiry of stale invitations, and periodic rollups. When a response lands below your detractor threshold, a server script opens or updates a follow-up record — a ToDo, an Issue, or a CRM task — assigns it by role profile, and notifies the CX owner, so the loop actually closes instead of a red number sitting on a dashboard.

Because this is build-to-order, nothing is generic. We start from your real triggers, scales, channels, and escalation SLAs, build against Frappe/ERPNext v15 or v16, add client scripts for in-desk score entry where your agents need it, expose the Frappe REST API and whitelisted methods so Power BI or another BI tool can pull the score trend, and lock down every DocType with the correct permissions and role profiles. You get the installable source, documentation, training, a UAT pass on staging, and a git repository handover — a survey engine that belongs to you and speaks fluent ERPNext, not a rented dashboard sitting outside your data.