ciopulse Reviews & Product Details

ciopulse is a real-time IT service satisfaction platform built specifically for IT service management (ITSM) teams. Using Net Promoter Score (NPS) micro-surveys triggered the moment a ticket is resolved, ciopulse helps internal IT teams, managed service providers (MSPs), and enterprise ServiceNow customers measure satisfaction, surface detractors instantly, and prove the business impact of IT investments to the rest of the business. Unlike traditional satisfaction surveys that rely on quarterly batch sends, long-form questionnaires, and capture under 5 percent of users, ciopulse fires a single-question NPS survey at the moment of service. The result is a 30 to 60 percent response rate, full per-ticket attribution, and a customer feedback signal IT leaders can actually act on. Every score is linked to the specific ticket, agent, team, and end user, so trends are diagnostic, not just descriptive. The platform integrates natively with ServiceNow, Zendesk, Jira Service Management, BMC Remedy, and Freshservice. A single survey URL works with any ITSM platform that supports configurable email notifications, so ciopulse is genuinely ITSM-agnostic. For ServiceNow customers, ciopulse offers a certified Store app as a ServiceNow Select Partner, ensuring clean installation, automatic upgrades alongside ServiceNow platform releases, and full data residency inside the customer's ServiceNow security envelope. Out of the box, ciopulse delivers three core dashboards every IT leader needs: NPS trend by team and agent, productivity impact measured in minutes of user time lost per issue, and side-by-side benchmark comparisons between internal IT performance and managed service provider performance. PulseAI, the platform's analytics layer, reads every open-text comment and surfaces emerging themes automatically, replacing the manual coding work that traditionally falls on service desk managers. Customer feedback never trains the AI. ciopulse turns IT service satisfaction from a quarterly soft metric into a real-time productivity number that CFOs, CIOs, and IT executives can act on. Founded in 2013 by Dave O'Reardon and headquartered in Melbourne, Australia.