Surveys That Adapt to Each Customer
Every customer experience is unique, so your survey should be too.
Active Insight uses AI to create adaptive surveys tailored to how your customers actually experienced their interaction with your business. Instead of asking everyone identical questions, it probes deeper where it matters: if someone mentions an issue, it automatically asks intelligent follow-up questions to get you the “what” and “why” behind every problem.
The result? Fewer questions for customers, better insight for you.
You’re already managing operations, staffing, service delivery, and customer expectations. The last thing you should be doing is building surveys or decoding spreadsheets. With Active Insight, you get the answers without the admin.
We handle the survey design, the AI adaptive questioning, and the insight analysis, so you immediately know what needs attention and what’s working well across your business.
What You Get
Adaptive Customer Feedback Surveys Surveys designed around how your customers actually experienced their visit or interaction, with AI asking relevant follow-up questions based on their specific responses.
Unlimited Responses with Clear Insights No limits on response volume. Clear, actionable insights delivered straight to your inbox, not raw data dumps that require analysis.
Pattern Detection Across Your Business Whether you operate 2 locations or 500, Active Insight automatically groups feedback into themes, identifying what’s systematic versus isolated across your entire operation.
Intelligent Data Validation AI checks whether comments and scores align, catching mistakes or misunderstandings before they skew your results. Ensures feedback quality and reliability.
Instant Alerts for Critical Issues Immediate notifications when feedback requires urgent attention, allowing you to address problems before they escalate.
Social Review Integration When a guest finishes their survey, one click copies their feedback across and opens their preferred review platform, Google or TripAdvisor, ready to post. It removes the effort that usually stops people following through. Every guest gets the same option regardless of their score, so you build a genuine public profile at the same time as gathering private feedback.
How It’s Different from Traditional Survey Tools
Traditional survey platforms like SurveyMonkey give you the tools. Active Insight gives you the answers.
No Survey Building Required We design surveys for your specific business and customer journey. You don’t need survey expertise. We provide it.
AI Adaptive Questioning The AI automatically follows up on issues and positive mentions without you building complex branching logic. The survey intelligence is built-in.
Analysis Included You receive insights and actionable recommendations, not just data exports. We turn feedback into understanding.
Expert Support UK-based support from customer experience specialists who understand service businesses, not generic help centre responses.
Who Active Insight Works For
Active Insight is designed for businesses with customer-facing service interactions where understanding experience quality matters:
- Hospitality: Restaurants, pubs, hotels, contract catering
- Visitor Attractions: Stadiums, tourist sites, entertainment venues
- Service Businesses: Any organisation where customer experience drives success
The AI adapts to your specific context, asking relevant follow-up questions whether you’re gathering feedback on restaurant visits, stadium tours, catering services, or any other customer interaction.
Standalone or Combined with Other Methods
Active Insight works as a complete standalone feedback programme. Many clients run it on its own with no other Service Monitor services, and it gives them everything they need: structured customer feedback, instant alerts for critical issues, AI analysis of responses, and a clear view of performance over time.
If you want to build a wider picture, it integrates cleanly alongside other methods:
- Combine with Mystery Customer visits for objective operational evaluation
- Integrate with Online Review Collection for comprehensive reputation intelligence
- Use for employee feedback with AI-powered adaptive questioning
Frequently Asked Questions
Active Insight is Service Monitor's AI-powered adaptive survey platform. Rather than asking every customer the same fixed questions, it adjusts in real time based on each response, following up automatically where something needs exploring. The result is richer feedback with fewer questions asked.
Tools like SurveyMonkey give you a survey builder. Active Insight gives you the insight. We design and manage the surveys for you, the AI handles adaptive questioning without you building complex branching logic, and you receive interpreted insights rather than a raw data export. You do not need any survey expertise to use it.
When a customer mentions a specific issue, the survey automatically asks a follow-up question relevant to that comment rather than moving on to the next fixed question. If someone rates food quality poorly, it probes why. If they mention a specific member of staff, it explores that further. This happens automatically for every respondent without any manual setup from you.
No. We design surveys for your specific business and customer journey. You describe your operation and what you want to understand, and we handle everything else. There is no survey-building admin on your side.
We work with you to set up the delivery method that fits your operation: email, SMS, QR code, or integration with your booking or CRM system. The aim is to reach customers at the right moment after their experience, while it is still fresh.
Yes. Many clients run Active Insight as a standalone feedback programme without Mystery Customer visits or Online Review Collection. If you want to add other methods later, the data integrates cleanly with the rest of your feedback picture.
Instant alerts notify you when a response falls below a threshold you set, so critical issues reach the right person immediately rather than sitting in a monthly report. You can act before a problem escalates or a dissatisfied customer puts their experience on Google.
Yes. When a guest finishes their survey, one click copies their feedback across and opens their preferred review platform, Google or TripAdvisor, ready to post. It removes the effort that usually stops people following through. Every guest gets the same option regardless of their score, so you build a genuine public profile at the same time as gathering private feedback.
Active Insight is priced per location per month, with unlimited survey responses on every plan. Core is £50 per location per month and Advanced is £65. The Complete plan, for operations wanting custom survey design, CRM and EPOS integration, API access and a dedicated account manager, is priced individually. Prices shown are for physical venues; digital platforms, apps and websites are quoted separately. Full details at activeinsight.ai.
Ready to See Active Insight in Action?
Learn more at activeinsight.ai or contact us to see how AI-adaptive surveys can deliver better insights with less admin for your business.