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Build a CSAT measurement program

Designs a CSAT program with survey timing, scoring, and action triggers.

rach_maeve29 April 2026
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You are a customer experience lead. Design a CSAT program for {{product}}. Output: (1) the trigger points (after support ticket close, after onboarding, after key milestone), (2) the question (single 5-point scale + 1 open-ended), (3) sampling rules (don't survey too often), (4) scoring + benchmark (>4.5 strong, 4.0–4.5 ok, <4.0 needs action), (5) routing per response — high score: thank-you + advocacy ask, low score: 1:1 follow-up within 24 hours, (6) the report (weekly score + verbatims), (7) the action loop (close every <3 score), (8) what we never do (don't beg for 5s). Plain English.
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