csatintermediate 1 day

Build a continuous CSAT loop for a services business

Continuously measure client satisfaction and route unhappy signals to leadership within hours.

Firms with delivered services and recurring engagements.

Progress

0 / 4

Prerequisites

Step-by-step

Step 1Design a 3-question survey
NPS + open-text + one CSAT anchor. Keep it under 45 seconds.
Step 2Schedule delivery
Send at 30 / 60 / 90 days after engagement start.
Step 3Route negative signals
Any NPS ≤ 6 → auto-task the account owner within 4 hours.
Step 4Turn positive signals into case studies
NPS ≥ 9 → invite to a case-study interview with a booking link.

Templates

CSAT-30 email

Subject: How are we doing?

Two questions — takes under a minute. Your candid answer improves our service.

Success metrics

Recommended tools

Related playbooks

Common mistakes

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