CSAT & NPS Surveys That
Capture the "Why"
A score of 7 out of 10 means nothing without context. Voice CSAT and NPS surveys let customers explain their rating — so you know exactly what to improve.
The Scenario
The problem with number-only surveys
You send a CSAT survey after a support interaction. You get a "6." Is that because the issue wasn't resolved? The agent was slow? The process was confusing? Without the "why," the number is just noise.
Voice follow-ups unlock the story behind the score. After rating, customers speak for 15-30 seconds about why they gave that score. AI automatically analyzes patterns across hundreds of responses.
💡 Who is this for?
Customer success teams, support managers, CX leaders, and any business that measures customer satisfaction, Net Promoter Score, or customer effort score.
Create Your Form
Your CSAT/NPS voice form
- "On a scale of 0-10, how likely are you to recommend us?" — Standard NPS question (rating type)
- "What's the main reason for your score?" — Voice response, the key insight
- "What could we do to earn a higher score?" — Actionable improvement
- "Is there anything else you'd like us to know?" — Open-ended catch-all
🎯 Use conditional branching
Promoters (9-10): Ask "What do you love most?" — Detractors (0-6): Ask "What went wrong?" — Different questions for different segments.
Voice & AI Settings
AI sentiment analysis correlates voice tone with the numeric rating. Sometimes a "7" sounds genuinely happy, other times it sounds reluctant — AI detects the difference. Keyword extraction reveals what promoters love and what detractors hate.
Embed on Your Website
Best widget: Notification Bar or Auto-Trigger
After a support ticket is resolved, show a Notification Bar at the top of your app: "How was your support experience? Tell us in 20 seconds." Or send the form link in your ticket-closed email.
Track & Analyze Responses
Track NPS trends over time and correlate with voice themes. If NPS drops, AI Insights will tell you exactly why — "shipping delays mentioned 3× more this month." Export scores + transcripts for board presentations.
Automate Your Workflow
- Webhooks: Push scores and transcripts to your CX dashboard in real-time
- Zapier: If NPS < 6, auto-create a follow-up task for the customer success team
- Slack: Post all detractor responses to #cx-alerts for immediate attention
- CRM: Tag contacts as Promoter/Passive/Detractor and trigger appropriate nurture sequences
Third-Party Integration
Trigger the survey via API after support tickets close, after purchases, or at regular intervals. Pre-fill customer identity so scores are linked to their account. Use webhooks to sync scores with tools like Gainsight, ChurnZero, or Totango.
Pro Tips
Time it right
Send CSAT within 1 hour of interaction. Send NPS quarterly or after major milestones (30 days, 90 days, 1 year).
Follow up with detractors
Use automation triggers to auto-assign a CS manager when someone gives a 0-6. A quick follow-up call can turn a detractor into a promoter.
Unlock the Stories Behind Your Scores
Start collecting voice-powered CSAT and NPS surveys. Understand the "why" behind every rating.