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 We Are Replacing
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
Essential Structured Inputs
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
Why Voice Helps Here
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
What Happens After Submission?
- 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.