What Track.co does

Track.co is a Brazilian Customer Experience Management (CXM) SaaS company founded in 2012 in Belo Horizonte, with commercial offices in Belo Horizonte and São Paulo and a fully remote operating model. The company builds a cloud-based CX platform that distributes multi-metric satisfaction surveys (NPS, CSAT, CES, eNPS, HCAHPS, and custom metrics) across email, SMS, WhatsApp, widgets, and QR codes; provides real-time dashboards and reporting; and closes the feedback loop through case routing and humanized detractor treatment via the Loop module. Its proprietary AI layer (OpenCX, launched September 2023) applies natural language processing and generative AI to automate insight generation from structured and unstructured customer feedback. The platform is offered through vertical-specialized sub-brands: Track NPS, Track CXM, Track Health (post-HFocus acquisition), and OpenCX, supported by an education platform (Track.uni), the annual CX Summit event, and the Prêmio Track.co Experiência do Cliente award.

Track.co monetizes through annual enterprise SaaS subscriptions on a quote-based pricing model, supplemented by professional services (CX strategy consulting, specialist accompaniment, implementation, training). The go-to-market is enterprise field sales with specialist consultation, complemented by self-serve portal access for mid-market customers and a hybrid distribution model after the July 2023 merger with INDECX. The merged entity operates as INDECX and serves over 1,000 corporate clients across 35 countries, targeting verticals including healthcare, retail, insurance, financial services, construction/real estate, telecom, utilities, and automotive. Named customers include Americanas, Natura, PagSeguro, Banco Mercantil, Quinto Andar, Hermes Pardini, InCor, Mater Dei, Icesp, SulAmérica, Suvinil, and Azul. The company is venture-backed (Partners, TM3 Capital, Green Rock, Provence, Quartzo) and operates through multiple Brazilian legal entities including Track Participações S/A as the parent.

Name

Track.co

Legal name

Track Participações S/A

Website

https://track.co

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

51–100 employees

Short description

Track.co is a Brazilian CXM SaaS company that sells multi-channel customer feedback surveys, real-time analytics, and AI-powered insight generation to enterprise and mid-market clients across healthcare, retail, financial services, insurance, and other verticals in Latin America.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)

SIC

Services-Computer Programming Services (7371), Services-Computer Processing & Data Preparation (7374), Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

akta.pro secondary industries

Customer Experience (CX) & Digital Experience (BPAHAEAC), Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH)

Keywords

• Customer experience management
• Voice of customer
• NPS software
• CX analytics platform
• Patient experience management

Headquarters

HQ city

Belo Horizonte

HQ country

Brazil

HQ region

Latin America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. SaaS Platform Subscription: Cloud-based software platform for CX management delivered as subscription service with multi-channel survey capabilities, analytics dashboards, and loop management features.
2. Professional Services: CX strategy consulting, specialist accompaniment, implementation support, training, and mentorship services bundled with or separate from platform subscription.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels8 records

Core offering

Track.co provides a cloud-based SaaS platform for Customer Experience Management (CXM), enabling companies to measure customer satisfaction through multi-channel surveys (Email, SMS, WhatsApp, Widget, QRCode) using metrics such as NPS, CSAT, CES, and eNPS. The platform includes AI-powered analytics (OpenCX), real-time reporting dashboards, and a customer feedback loop management system for resolving detractor cases. It serves healthcare, retail, insurance, financial services, and construction sectors across Brazil and Latin America.

Differentiator

Problem solved

Functional benefit

Brands

• Track NPS: Platform for measuring customer satisfaction with the definitive question/NPS methodology
• Track CXM
• Track Health
• Open CX
• Track.uni
• HFocus
• Loop
• CX Summit
• Prêmio Track.co Experiência do Cliente

Quantifiable outcome

• Suvinil increased NPS by 550% using Track.co platform
• +4 more outcomes

Named customers12 records

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

AI capability5 records

Feature6 records

Partnerships

Three partnerships are on record, tiered core.

• INDECXcoreStrategic or Co-development Partner · 1 July 2025Merger creating largest CX monitoring and Voice of Customer company in Latin America. Combined entity serves 1,000+ corporate clients in 35 countries with comprehensive CX software, research, and analytics capabilities.
• HFocuscoreStrategic or Co-development Partner · 24 May 2023Healthcare-focused CX company acquired by Track.co to expand presence in hospitals and patient experience monitoring. Now operates as Track Health platform.
• AWS (Amazon Web Services)coreTechnology or IntegrationCloud infrastructure provider hosting Track.co services in data centers meeting major security and compliance requirements.

Scale indicators7 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• CustomerGauge: CustomerGauge is an NPS-focused B2B CX platform specializing in account-level NPS, revenue impact analysis, and customer loyalty programs for enterprise clients. It is a direct peer to Track.co's NPS-centric Track NPS product, particularly for B2B relationship-based CX measurement.
• QuestionPro: QuestionPro is an enterprise survey and CX platform with strong presence in Latin America and Mexico, offering NPS, customer journey analytics, and research tools. It is a direct regional peer competing with Track.co in Spanish-speaking LatAm markets.
• AskNicely: AskNicely is a frontline-focused NPS and customer feedback platform used by mid-market and enterprise companies to measure and act on customer experience in real time. It directly competes with Track.co's Track NPS product on multi-channel NPS deployment and coaching workflows.
• INDECX: INDECX is Brazil's largest market research and customer experience monitoring company, which merged with Track.co in July 2023 to create the largest combined VOC platform in Latin America. As the merged entity now operates under the INDECX brand, it serves as both Track.co's combined peer and parent corporate identity.
• Typeform: Typeform is a conversational survey and form-building platform used globally for customer feedback, NPS, and market research. It overlaps with Track.co's survey distribution and feedback collection capabilities, particularly for design-conscious mid-market customers.
• SurveyMonkey: SurveyMonkey is a global online survey platform with enterprise CX and market research solutions. It competes with Track.co on survey distribution, NPS/CSAT measurement, and customer feedback analytics for both SMB and enterprise customers.
• Delighted: Delighted is a lightweight NPS, CSAT, and CES survey platform from the Qualtrics ecosystem, focused on fast deployment for SMB and mid-market customers. It competes with Track.co's multi-metric survey distribution offering for the mid-market segment.

Broad incumbents

• Qualtrics: Qualtrics is the global leader in experience management software, offering NPS, CSAT, customer journey analytics, and AI-driven insight generation across enterprise customers. It is the principal global incumbent competing against Track.co's regional CX/VOC platform.
• Medallia: Medallia is a global enterprise CX and employee experience platform with strong text and speech analytics, deployed across large multinationals. It directly competes with Track.co's enterprise CX/VOC offering, particularly with multinationals operating in Brazil and Latin America.
• Salesforce Experience Cloud / SurveyGizmo: Salesforce bundles customer feedback and survey capabilities into its broader CRM and Experience Cloud platform. It is a broad incumbent that competes with Track.co for enterprise CX budgets, especially where customers want a single CRM-centric vendor.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks7 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/trackoficial
• Facebookfacebook.com/trackcobr
• LinkedInlinkedin.com/company/track-co
• Instagraminstagram.com/track.co

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Subsidiaries1 record

Funding overview

Funding rounds1 record

Investors2 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Track.co