Share your product and customer touchpoints. Get a CSAT survey with follow-up emails for promoters, passives, and detractors, plus a tracking framework.
Implement the survey using your survey tool. Set up automated email sequences based on score ranges.
Design a customer satisfaction measurement program for [PRODUCT/SERVICE NAME], a [DESCRIPTION, e.g., B2B invoicing software]. Create: 1. A CSAT survey (8-10 questions max) that: - Opens with a single-number rating question (1-10 scale) with clear anchor labels - Includes 3-4 specific experience questions (ease of use, support quality, value for money, likelihood to recommend) - Includes 1-2 open-ended questions that generate useful qualitative data - Ends with a question about willingness to provide a testimonial - Takes under 3 minutes to complete 2. Three follow-up email templates based on score ranges: a) Promoters (9-10): Thank them, ask for a review/testimonial, offer referral incentive b) Passives (7-8): Acknowledge feedback, ask one specific follow-up question about what would make them a 10 c) Detractors (1-6): Empathetic outreach, acknowledge dissatisfaction, offer a call with a senior team member For each email: subject line, full body copy (under 150 words), and CTA 3. Internal action playbook: - How to triage detractor responses (response time targets, escalation rules) - Monthly reporting template for tracking trends - Quarterly improvement cycle based on survey data Keep survey questions concise. Make follow-up emails feel personal, not automated.