--- name: customer-satisfaction description: 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 plans, tracking satisfaction trends, or closing the feedback loop. Triggers on phrases like "CSAT", "NPS", "customer satisfaction", "customer effort score", "survey design", "satisfaction score", "feedback loop", "voice of customer", "VoC", "satisfaction improvement". --- # Customer Satisfaction & Feedback Measure, analyze, and act on customer satisfaction data to drive continuous service improvement. ## Workflow ### 1. Survey Program Design 1. **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 2. **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 3. **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 1. **Survey execution**: - Automated survey trigger configuration - Personalization and branding - Multi-channel delivery execution - Reminder and follow-up strategy - Survey availability and accessibility verification 2. **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 3. **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 1. **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 2. **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) 3. **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 1. **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 2. **Positive feedback amplification**: - Promoter engagement and recognition - Reference and testimonial request - Advocacy program invitation - Success story development - Employee recognition for positive feedback 3. **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 1. **Satisfaction reporting**: - Weekly score monitoring and alert - Monthly satisfaction report - Quarterly VoC report to leadership - Annual satisfaction benchmarking report - Executive dashboard 2. **Program optimization**: - Survey response rate improvement - Question and format optimization - Channel effectiveness assessment - Action closure rate improvement - Program ROI measurement 3. **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 ```