GUIDE
The CSAT playbook for AI-powered surveys
A 12-page playbook covering question design, cadence, scoring, and how to act on voice signals.
The CSAT playbook
Question design
Open with one quantitative anchor, then one open question. Avoid double-barrels.
Cadence
Quarterly for relationship measurement, weekly rotating cohort for trend detection.
Acting on signals
Every low CSAT call should produce a CSM task within 4 hours.