Overview
CSAT scores are collected by almost every support team. Almost none act on them systematically. A score of 2 out of 5 gets logged, the agent gets a note in their performance review, and the customer never hears from anyone. The result: the customer's dissatisfaction is confirmed — not just with the product, but with the company's willingness to care about their experience.
A CSAT follow-up system that works treats every low score as a specific signal: the customer is telling you something went wrong in a specific interaction. The follow-up's job is to identify what went wrong, route it to the correct owner, and respond to the customer with a specific action — not a survey acknowledgment.
What you get: - CSAT threshold definition and response trigger criteria - Dissatisfaction type classification (agent, process, product) - Recovery scripts by dissatisfaction type - Agent coaching protocol triggered by low CSAT - Systemic issue identification from CSAT pattern analysis
Built for: support team leads, quality assurance managers, and customer experience teams who want CSAT to drive coaching and process improvement — not just measurement.