NPS and CSAT surveys

Net Promoter Score asks how likely a customer is to recommend you on a scale of zero to ten. Customer satisfaction, or CSAT, asks how happy they were with a specific interaction. A tool with this feature sends the question by email or inside the product and attaches the answer to the customer. Vitally, Planhat and Customer.io are examples of tools that do this.

A score on its own tells you little, but a score linked to a customer shows who is unhappy before they cancel. It also lets you follow up with a personal message. It matters most when you have enough customers that you cannot ask each one by phone. It matters less for a small client list, where a direct conversation tells you more. Response rates are often low, so treat results as a signal and not as proof.

• Can you send surveys automatically, for instance after support or onboarding?
• Are responses attached to the customer record and visible to the account owner?
• Can a low score start an alert or a task?
• Can you track scores over time per customer segment?