Customer feedback buttons, and the arithmetic nobody does before buying one
Putting a smiley terminal by the door or a survey link in an email is the easy part. The part that decides whether any of it works is what happens to the answers: how many you will actually get, how many of them come from somebody unhappy enough to need a reply, and who is going to make that reply. Csatzo does that sum on your own numbers first, then keeps every response with its score, the customer who gave it and what was done about it.
What Pro keeps that a score cannot
A dashboard shows you a number this month. Pro holds the answers behind it: which customer gave which score, what they wrote, who replied and when, so the question of whether fixing something changed anything has an answer rather than an opinion.
Csatzo covers the three parts of asking that usually get separated
- A survey short enough that people finish it. Response rate is decided by the question, not the reminder. One score plus one open follow-up gets answered; a page of grids gets abandoned halfway, and an abandoned survey is worse than none because it teaches the list not to open the next one.
- A number with the answers still attached to it. Any tool will show you a score. What matters three months later is which customers gave it: a score that has fallen four points is a mystery unless you can open the eleven responses underneath it and read what they actually said.
- The unhappy answers, in a list somebody actually works. The value of asking is almost entirely in what you do about the bad answers, and that work is invisible unless it is recorded. Keeping who replied and when is what turns a survey into a reason a customer stays.
Csatzo Pro
You keep the worksheet. Pro holds the responses themselves, so six months later you can say who was unhappy, whether anybody replied, and whether the score moved after you fixed the thing they complained about. Csatzo Pro is $17 a month, billed monthly.
