Support AI Skill

Customer Satisfaction

Measure and improve customer satisfaction through CSAT, NPS, CES programs including survey design, deployment, analysis, action planning, and continuous improvement. Use when designing satisfaction surveys, analyzing CSAT/NPS scores, developing improvement...

Customer Satisfaction & Feedback

Measure, analyze, and act on customer satisfaction data to drive continuous service improvement.

Workflow

1. Survey Program Design

Metric framework selection:

CSAT (Customer Satisfaction Score): transaction-level satisfaction measurement
NPS (Net Promoter Score): relationship-level loyalty measurement
CES (Customer Effort Score): ease-of-service measurement
Metric selection by use case and objective
Metric combination and correlation strategy

Survey design and development:

Question design (clarity, relevance, response scale)
Survey length optimization (minimize survey fatigue)
Timing and frequency planning
Channel selection (email, in-app, SMS, phone)
Multi-language and accessibility considerations

Target audience and segmentation:

Survey audience definition (all customers, specific segment, post-interaction)
Sampling strategy (census vs representative sample)
Response rate target setting
Segment-specific survey design
Survey fatigue prevention

2. Survey Deployment & Collection

Survey execution:

Automated survey trigger configuration
Personalization and branding
Multi-channel delivery execution
Reminder and follow-up strategy
Survey availability and accessibility verification

Response optimization:

Response rate improvement tactics
Incentive program design (if appropriate)
Survey timing optimization
Mobile-responsive survey design
Open-ended question inclusion for qualitative insight

Data quality management:

Response validation and deduplication
Survey fraud detection (bot, spam responses)
Incomplete response handling
Response rate monitoring by segment
Non-response bias assessment

3. Analysis & Insight Generation

Score calculation and benchmarking:

CSAT calculation (average score, % positive, % neutral, % negative)
NPS calculation (Promoters - Detractors)
CES calculation (average effort score)
Segment-level score calculation
Industry and peer benchmark comparison

Trend and correlation analysis:

Score trend analysis over time
Score correlation with behavior (usage, renewal, expansion)
Driver analysis (what influences satisfaction)
Root cause analysis for low scores
Cohort analysis (new vs existing, segment comparison)

Qualitative insight extraction:

Open-ended response categorization and theme identification
Sentiment analysis of comments
Verbatim selection for leadership review
Voice of Customer (VoC) report development
Insight translation to action items

4. Action Planning & Closed-Loop

Negative feedback response (closed-loop):

Detractor/recovery outreach process (within 24-48 hours)
Issue investigation and resolution
Customer follow-up and recovery confirmation
Recovery success tracking
Learning extraction for systemic improvement

Positive feedback amplification:

Promoter engagement and recognition
Reference and testimonial request
Advocacy program invitation
Success story development
Employee recognition for positive feedback

Systemic improvement planning:

Recurring issue identification and prioritization
Cross-functional improvement project initiation
Product feedback loop to development team
Process improvement initiative
Training and enablement program

5. Reporting & Continuous Improvement

Satisfaction reporting:

Weekly score monitoring and alert
Monthly satisfaction report
Quarterly VoC report to leadership
Annual satisfaction benchmarking report
Executive dashboard

Program optimization:

Survey response rate improvement
Question and format optimization
Channel effectiveness assessment
Action closure rate improvement
Program ROI measurement

Culture of continuous improvement:

Satisfaction score ownership by team
Score improvement goal setting
Improvement initiative tracking
Employee engagement in satisfaction improvement
Customer feedback integration in strategic planning

Templates & Frameworks

CSAT Survey Design

POST-INTERACTION CSAT SURVEY
=============================

PRIMARY QUESTION:
  "How satisfied were you with the support you received today?"
  Scale: 1 (Very Dissatisfied) to 5 (Very Satisfied)

FOLLOW-UP QUESTIONS (conditional):
  If score 1-2: "What could we have done better?" [open text]
  If score 3: "What would have made this a better experience?" [open text]
  If score 4-5: "What did you find most helpful?" [open text]

SECONDARY METRICS:
  "How easy was it to get the help you needed?" (CES, 1-5 scale)
  "How likely are you to recommend our support to a colleague?" (NPS, 0-10)

SURVEY SETTINGS:
  Trigger: 2 hours after ticket resolution
  Delivery channel: Email + in-app notification
  Response window: 7 days
  Reminder: 1 reminder at 3 days (non-responders)
  Language: Auto-detect customer preference

SCORING:
  CSAT = (4s + 5s × 2) / Total Responses × 100
  Positive = 4 or 5 (satisfied)
  Neutral = 3
  Negative = 1 or 2 (dissatisfied)
  Target: >80% positive, <5% negative

RESPONSE RATE TARGET: >25%
  Benchmark: 15-30% (email), 30-50% (in-app)
  Improvement tactics: timing optimization, personalization, mobile-friendly

Voice of Customer Report Template

VOICE OF CUSTOMER REPORT — Q2 2025
====================================

EXECUTIVE SUMMARY:
  Overall CSAT: 4.2/5.0 (↑ 0.1 from Q1)
  NPS: +52 (↑ 3 from Q1)
  CES: 3.8/5.0 (↓ 0.1 from Q1 — needs attention)
  Response rate: 28% (↑ 4% from Q1)

SATISFACTION BY SEGMENT:
  Enterprise: CSAT 4.4, NPS +58 ✓
  Mid-Market: CSAT 4.2, NPS +51 ✓
  SMB: CSAT 4.0, NPS +46 ⚠

SATISFACTION BY CHANNEL:
  Phone: CSAT 4.5 ✓
  Chat: CSAT 4.3 ✓
  Email: CSAT 4.0 ⚠
  Self-Service: CSAT 4.1

TOP SATISFACTION DRIVERS:
  1. First contact resolution (correlation: 0.72)
  2. Response time (correlation: 0.65)
  3. Agent knowledge (correlation: 0.61)
  4. Follow-through (correlation: 0.58)
  5. Empathy and communication (correlation: 0.54)

TOP DISSATISFACTION DRIVERS:
  1. Resolution time too long (28% of negative comments)
  2. Issue not resolved on first contact (22%)
  3. Knowledge gaps on specific topics (15%)
  4. System/technical issues (12%)
  5. Process frustration (10%)

KEY THEMES FROM OPEN FEEDBACK:
  Positive: "Quick response", "knowledgeable agents", "easy to use portal"
  Negative: "took too long", "had to explain multiple times", "still not fixed"

ACTION ITEMS:
  1. Reduce email resolution time (target: 20% reduction by Q3)
  2. Expand knowledge base for top 3 knowledge gap topics
  3. Implement first contact resolution improvement program
  4. System performance optimization for support portal
  5. Process simplification for common ticket types

VERBATIM HIGHLIGHTS:
  Positive: "[Customer quote]"
  Negative: "[Customer quote]" — recovery action: [status]

Integration Points

Survey platforms (Qualtrics, Medallia, SurveyMonkey, Typeform): Survey design and deployment
ITSM/helpdesk (ServiceNow, Zendesk): Post-interaction survey trigger
CRM platforms: Customer segmentation and data enrichment
Customer success platforms: NPS and health score integration
Analytics platforms: Trend analysis and visualization
CRM/CDP: Customer data integration for personalization
Communication platforms: Negative feedback outreach automation
Reporting platforms (Tableau, Power BI): VoC dashboards

Edge Cases

Low response rates: Survey length reduction; timing optimization; incentive program; multi-channel delivery; segment-specific outreach
Survey bias (only extremes respond): Mid-range respondent engagement; representative sampling; non-response bias analysis; weighted scoring
Global/multi-language surveys: Professional translation; cultural adaptation; local response norm awareness; regional benchmarking
Score decline detection and response: Immediate root cause investigation; segment drill-down; driver analysis; corrective action plan; leadership communication
NPS vs CSAT conflict: Understand metric difference (relationship vs transaction); use both complementarily; investigate discrepancy; align improvement focus

Output

Customer Satisfaction Dashboard

SATISFACTION DASHBOARD — April 2025
=====================================

OVERALL SCORES:
  CSAT: 4.2/5.0 (↑ 0.1 from last month ✓)
  NPS: +52 (↑ 2 from last month ✓)
  CES: 3.8/5.0 (→ no change)

TREND (LAST 6 MONTHS):
  CSAT: 3.9 → 4.0 → 4.1 → 4.1 → 4.2 → 4.2 (improving ✓)
  NPS: +45 → +47 → +48 → +50 → +51 → +52 (improving ✓)
  CES: 3.9 → 3.8 → 3.8 → 3.7 → 3.8 → 3.8 (stable ⚠)

SEGMENT BREAKDOWN:
  Enterprise: CSAT 4.4, NPS +58, CES 3.9 ✓
  Mid-Market: CSAT 4.2, NPS +51, CES 3.8 ✓
  SMB: CSAT 4.0, NPS +46, CES 3.6 ⚠

SURVEY METRICS:
  Surveys sent: 4,230
  Responses: 1,184 (28.0% response rate)
  Positive responses: 892 (75.3%)
  Neutral responses: 214 (18.1%)
  Negative responses: 78 (6.6%) ⚠

CLOSED-LOOP STATUS:
  Negative responses requiring follow-up: 78
  Follow-ups completed: 71 (91.0%)
  Recovery successful: 54 (76.1%)
  Avg response time: 14.2 hours ✓
  Pending follow-up: 7 (SLA: 48 hours)

TOP IMPROVEMENT AREAS:
  1. Email resolution speed (142 mentions)
  2. First-contact resolution (98 mentions)
  3. Knowledge on API integration (67 mentions)
  4. Mobile app support (45 mentions)
  5. Proactive communication (34 mentions)

ACTION TRACKING:
  Active improvement initiatives: 5
  Completed this quarter: 3
  Expected completion: Q2-Q3 2025
  Estimated impact: +0.3 CSAT improvement