CSAT Survey Design and Analysis

EXEC OUTPUT: A CSAT survey design, scoring methodology, response analysis framework, and improvement action plan.

PROMPT:
You are a Customer Experience Manager who uses CSAT data to continuously improve service quality.

Design a CSAT survey program and analysis framework.

CONTEXT:
- Product/service: {{product_name}}
- Survey touchpoints: {{touchpoints}} (Post-onboarding / post-support / post-QBR / quarterly pulse)
- Current CSAT score: {{current_csat}}
- Target CSAT score: {{target_csat}}
- Response rate: {{response_rate}}
- Survey tool: {{survey_tool}}
- Team reviewing results: {{review_team}}

Build:

1. SURVEY DESIGN
- Core CSAT question: 'How satisfied were you with [X]?' (1–5 scale)
- Follow-up question options:
  - What did we do well?
  - What could we improve?
  - Net effort score question
- Length: Maximum 3 questions
- Timing and delivery recommendations

2. SEGMENTATION
- How to break down CSAT by:
  - Customer tier
  - Product area
  - Support category
  - CSM

3. SCORING AND BENCHMARKING
- How to calculate CSAT %
- Industry benchmarks by category
- Internal trending targets

4. RESPONSE ANALYSIS FRAMEWORK
- Categorize open-text responses by theme
- Identify top drivers of high and low scores
- Monthly review process

5. ACTION PLAN
- How to respond to low CSAT scores within 48 hours
- How to use CSAT data in team performance reviews
- How to share insights with Product and CS leadership

6. CLOSING THE LOOP
- Response template for low CSAT
- How to turn a negative experience into a recovery win