Customer Feedback & CSAT Surveys

Overview

What we deliver

We run customer feedback and CSAT survey programs that collect, clean, and report responses so you can act on what your customers actually say.

We operate end-to-end customer feedback and CSAT survey programs for B2B and B2C brands. Our team designs short, clear survey instruments, deploys them across email, SMS, in-app, and post-call channels, and follows up to lift response rates. We code open-text comments, calculate CSAT, NPS, and CES, and flag detractors for service recovery within agreed SLAs. Weekly and monthly dashboards show score movement by segment, channel, agent, and product line, with verbatim highlights and root-cause themes. We also run pulse surveys after key touchpoints such as onboarding, support tickets, and renewals. Every program is owned by a dedicated analyst who meets with you to review findings, propose fixes, and track whether changes improve scores. The goal is feedback you can use, not reports that sit unread.

Fit Check

Built for teams like yours

Who it's for

SaaS companies tracking CSAT
Retail and e-commerce brands
B2B service firms
Customer experience leaders
Contact center operations teams

Pain points we solve

Low survey response rates
Unstructured verbatim feedback
No closed-loop on detractors
Scattered CSAT, NPS, and CES data
Slow turnaround on insight reports

What's included

Capabilities

Everything we cover in this engagement.

Survey design and copywriting
Multi-channel survey distribution
CSAT, NPS, and CES calculation
Verbatim coding and theme analysis
Detractor follow-up and recovery
Dashboard reporting
Segment and cohort analysis
Closed-loop tracking

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Scoping

We agree on goals, audiences, and survey moments.

02

Design

We write surveys and set logic, channels, and cadence.

03

Launch

We deploy surveys and monitor response rates daily.

04

Analysis

We code comments, calculate scores, and surface themes.

05

Review

We meet to review findings and track follow-up actions.

What you get

Deliverables & outcomes

What you get

Survey instruments and logic
Distribution schedule
Verbatim coding frame
Weekly score reports
Monthly insight deck
Closed-loop tracker

Outcomes you can expect

Higher and more reliable response rates
Clearer view of CSAT drivers
Faster detractor recovery
Action plans tied to feedback
Score movement you can defend internally

Timeline

2 to 3 weeks to launch

Engagement

Monthly retainer, Project, Sprint

Tools we use

Qualtrics, SurveyMonkey, Delighted, Medallia, Zendesk

KPIs we track

Response rate, CSAT, NPS, CES, detractor recovery rate

Client stories

What clients say

"

Two weeks before our seed round we still did not have a defensible model. Their fractional CFO rebuilt our three-statement forecast, pressure-tested the assumptions, and walked me through every line before the partner meeting. We closed 1.4M on the terms we wanted. The investor specifically called out how clean the financials looked compared to the last five decks she had seen.

Hannah B.

"

Our LCP was 4.8 seconds and Google was punishing us for it. They audited the build, dumped two plugins we did not need, moved hero images to a real CDN, and rewrote the critical CSS. LCP came down to 1.6 seconds within three weeks. Bounce rate on the pricing page dropped by a quarter without us touching the copy.

Sarah K.

Proof