CSAT Feedback Insights

CSAT FEEDBACK INSIGHTS

Satisfaction scores arrive as a number without a why. Feedback sits in survey tools unanalyzed, so the same dissatisfiers recur quarter after quarter, unaddressed.

Actors

  • CX Lead
  • Customer Success Manager
  • Head of Customer Service

Systems / Vendors

  • Qualtrics
  • Salesforce
  • Domo

Business Question

"CSAT dropped two points — can anyone tell me the three actual reasons why, or just that it dropped?"

What SPoG Does

  • Analyzes satisfaction trends continuously across surveys, channels and segments.
  • Extracts the drivers behind score movements — what changed, for whom, and why.
  • Feeds prioritized improvement actions to owners and tracks whether scores respond.

Outcome Metrics

+10 pts

CSAT improvement potential

−80%

Feedback analysis effort

2–4 wks

To first driver analysis

Contact us to learn more →