Customer Satisfaction Survey
Collect NPS scores and feedback after purchases or interactions.
What this form collects
FreshBox Meals
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FreshBox Meals
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Customer satisfaction surveys live or die on response rate. Long surveys get 5% completion; short ones get 30% but capture nothing actionable. This template walks the line: a single quick rating opens the chat, and based on the answer the conversation either closes politely (high score) or asks the right follow-up question (low score) — getting depth where it matters and brevity where it doesn't.
Why traditional NPS surveys disappoint
The standard NPS email — 'how likely are you to recommend us, 0-10?' — gets a number and nothing else. The follow-up 'why?' textarea is usually blank, because nobody types a paragraph into a tiny field. So you have a number trend you can chart, and no clue why it's moving.
A chat-based version asks the score, then dynamically follows up: high scorers get a quick thank-you and an optional referral nudge; low scorers get a real conversation about what went wrong. Same survey length on average, completely different data quality.
What the satisfaction survey chat does
Score-driven branching
9-10 promoters get a thank-you and an upsell or referral nudge. 7-8 passives get a 'what would have made it a 9' follow-up. 0-6 detractors get a real diagnostic conversation.
Open answers without form fatigue
The chat asks 'what specifically made you say that' as a conversational follow-up. Customers type 3-4x more than they would in a static textarea.
Theme tagging built in
Open responses are auto-tagged with sentiment and themes you define (onboarding, pricing, performance). Quarterly reporting writes itself.
Best for
SaaS companies running NPS, e-commerce post-purchase CSAT, service businesses handling post-engagement reviews, and B2B companies running quarterly customer health checks.
Common questions CX leaders ask
Will it integrate with Delighted, Qualtrics, or Wootric?
Yes — responses sync with your existing CSAT/NPS platform if you have one, or can run standalone with a built-in dashboard. Trends and theme analysis available out of the box.
How do we close the loop with detractors?
Low scores can route to a CX manager with the transcript and theme tags pre-attached, so the follow-up call starts from real context. Auto-acknowledgment can also be sent immediately after the chat.
What's the right cadence for these surveys?
Most companies run them post-purchase, post-support-ticket, or quarterly for B2B. Triggered surveys (after a meaningful event) outperform scheduled ones almost 2x for response rate.
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