CSAT/NPS Surveys, in a Nutshell
Gauging customer loyalty and measuring ongoing shifts in data and scores is crucial to understanding your customers. In today’s world, you also need to understand the "why" behind the scores, and the key indicators behind subtle shifts - and that’s something that is easier said than done. By embedding video questions into your existing CSAT and NPS studies, you can start to better understand the “why” behind changes in trends, giving much deeper insights than you would get with just a text-box.
Deepening your ongoing CSAT and NPS scores with qualitative video responses allows you to get to the bottom of what’s really going on, track sentiment, illuminate key findings, and easily detect shifts in customer experience. Armed with these in-depth insights, you can make informed decisions and back up your results with rich qualitative feedback and be confident your studies deliver real impact internally rather than scores alone.