Customer satisfaction surveys that explain the score
An NPS score is a number that goes up and down. A thirty-second recording is a reason you can act on. Collect both in the same survey.
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The comment box is where CSAT goes to die
Every customer satisfaction survey follows the score with “tell us more”, and almost nobody does. The people who bother are the furious and the delighted, which is exactly the sample that misleads you. The quietly disappointed majority skip it, and they are the ones who churn.
Asking for thirty seconds of voice instead changes who replies. Talking is less effort than typing, especially on a phone, so you hear from people who would never have written a paragraph.
Score and reason in one survey
Use a multiple-choice question for the NPS or CSAT rating and a voice question for the why. You get a number you can trend and a recording you can quote in the next roadmap discussion — from the same person, in the same minute.
Every answer is stored as it is given, so a customer who rates you and then abandons the follow-up has still given you the score.
For the accounts worth hearing from by name
Generic links suit a broad CSAT sweep. For your top accounts, personal links greet the person by name, skip the “who are you” form entirely, and tell them exactly how much of their time this will cost.
That difference matters at the top of your customer list, where a request for thirty minutes gets declined and a request for four minutes gets answered.
Customer satisfaction questions worth asking
Six open questions is roughly four and a half minutes of someone’s time. Copy these straight in and edit them to sound like you.
- What made you give us that score?
- What is the one thing we could fix that would matter most to you?
- What nearly stopped you buying?
- Where does our product still make your job harder?
- What do you tell colleagues when our name comes up?
- What would make you recommend us without hesitating?
Common questions
- Can I run an NPS survey with a voice follow-up?
- Yes, and it is the most common way people use this. A choice question captures the 0–10 score, and the next question asks for the reason out loud. Both land in the same response and export together.
- How is this different from a normal customer feedback survey tool?
- Conventional survey software collects text. People type twelve to twenty words and stop. The same person speaking gives you eighty to a hundred and fifty, in their own phrasing, with the emphasis intact.
- Can I get the results into my own systems?
- Export CSV, or use the REST API and MCP server to pull surveys and responses programmatically — including a fetchable audio URL for every recording.
Related solutions
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Unlimited surveys and questions, no credit card. Write six questions and send the link.
Unlimited surveys and questions, free. No credit card.