CSAT & Feedback Analysis
Automatically sends CSAT surveys after completed support interactions, processes responses, and generates insights on satisfaction trends, bottlenecks, and improvement opportunities. Gives support managers real-time visibility into customer experience without manual analysis work.
At a glance
Up to 6 hours/week
time saving
Up to 4x within 3 months
expected ROI
Live in 2 weeks
from intake to production
GDPR-compliant
EU hosting & human-in-the-loop
Time savings and ROI are indicative and depend on your process, data and volume.
Before & after
From manual to automatic
Customer satisfaction measurement remains stuck in manual, slow processes at most companies
- CSAT surveys are sent manually or not at all — meaning you only discover customer dissatisfaction months later.
- Response data is kept in spreadsheets and analyzed only weekly or monthly — too slow to adjust course in time.
- Negative feedback doesn't automatically reach the right manager, so dissatisfaction escalates to churn.
Automated CSAT measurement with real-time feedback analysis and alerts
- Automatically sends a brief CSAT survey immediately after a support ticket closes — when the customer experience is still fresh.
- Processes and categorizes all responses immediately: sentiment, themes, recurring complaints, and positive highlights.
- Triggers an immediate alert to the responsible manager or account manager if a low score or negative sentiment is detected.
- Generates weekly and monthly CSAT reports per team, employee, ticket category, and customer type.
Workflow
How it works
See how the agent moves through the process step by step — you stay in control of every decision.
Workflow in action
CSAT & Feedback Analysis · Collects, analyzes, and reports customer satisfaction data after support interactions
Detect ticket closure
apiDetect ticket closure
Automatically send CSAT survey
analysisSend customer satisfaction survey
Receive and process responses
dataReceive and process feedback
Analyze sentiment and themes
outputAnalyze sentiment and themes
Generate report and alert on low score
apiGenerate insights and alerts
0
Steps completed
5
Total steps
What it delivers
More feedback, faster insights, and lower churn through proactive course correction
Dissatisfaction that isn't caught in time leads to churn. By automating CSAT measurement and immediately escalating negative feedback, you can solve problems before customers leave. Managers get a clear weekly picture of team quality and improvement areas — without opening a single spreadsheet.
through automated, timely distribution
by catching negative feedback faster
automated reports replace manual spreadsheet work
Figures are indicative and depend on your processes and volume.
Integrations
Works with your software
Connects with your helpdesk systems for automated survey distribution and with BI tools for real-time customer satisfaction reporting.
Helpdesk & Support
Survey Tools
Communication
Reporting & BI
Frequently asked questions
At what point after closing a ticket is the survey sent?
You configure the delay yourself — by default, we send 30-60 minutes after ticket closure when the experience is still fresh. For complex issues that required full resolution, you can set a longer delay (e.g., 24 hours). The agent automatically skips tickets if the customer already received a survey earlier the same week.
Can we customize the survey content to match our brand and tone?
Yes, you fully customize survey templates: message text, questions, scale type (1-5, 1-10, NPS), and branding. You can set a different survey per ticket category or customer segment. Multi-language surveys are possible for international customer bases.
How does the alert work when a CSAT score is low?
You set a threshold (e.g., score ≤3 on a scale of 5). When a low score is received, the agent immediately sends an alert to the responsible employee and/or manager with the score, feedback, and a link to the ticket. The employee can respond immediately to recover the situation.
How are open-text fields in the survey analyzed?
The agent processes open feedback with NLP: sentiment classification (positive/neutral/negative), theme recognition (wait time, communication, resolution quality, etc.), and recurring word patterns. Results are aggregated in reports so you can identify structural improvement opportunities.
How is personal data in survey responses handled in compliance with GDPR?
Survey responses are linked to the ticket ID and customer profile, but personal data is pseudonymized in storage. The AI analysis works on aggregated and anonymized data. Customers can request data deletion in accordance with the right to be forgotten. All processing takes place on EU servers in the Netherlands.
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