Customer satisfaction with Febaso
Know how satisfied customers are.
And about what they aren't.
A short conversation instead of a long questionnaire. Febaso asks about every score and lays out the reasons.
- A conversation, not a long questionnaire
- Asks about every score
- Tells customers what you did
In short
What is customer satisfaction research?
Customer satisfaction research asks customers how satisfied they are with your product or service, and why. The best-known measure is CSAT: how satisfied someone is, on a scale from 1 to 5.
How to calculate CSAT
satisfied customers (4 or 5)divided byall answers=Your CSAT, as a percentage
- Short works better
- People close a long questionnaire halfway through. Better a few questions, with a follow-up where the why matters.
- The score is the start
- A 3 doesn't say what could be better. Febaso asks, and groups the answers into themes with counts and quotes.
How it works
From a score to what could be better.
01
The questions are ready
The satisfaction question, the question about the reason, and your own questions if you like. Febaso asks a follow-up when an answer stays vague.
02
Customers answer in a conversation
On their phone or computer, in their own language, whenever it suits them.
03
You decide, they hear it
Febaso lays out the reasons. You choose what to do, and whoever raised it gets a message.
Try it yourself
Customer satisfaction research, from start to finish.
Make an interview, take it as a customer and see what happens to your answer. Two minutes, with made-up data.
Try it yourself: make an interview, take it as a customer and see what happens to your answer. Two minutes.
Sound familiar?
A questionnaire every year, and every year the same complaints.
Customer team, Northwind
How was this year with Northwind?
About 4 minutes · Northwind won't know who said what
Thank you for taking the time to tell us how this year went. Your answers help us decide what to keep and what to change.
How satisfied are you with Northwind?
12345Today: A long questionnaire, closed halfway through.
With Febaso: A short conversation customers finish.
- 12345
Faster answers when something is urgent. Last month a ticket sat for four days and we missed a deadline.
Support: slow when it matters
Today: A 3 without an explanation.
With Febaso: The why, in the customer's own words.
- Themes513 answers · themes readySupport: slow when it matters186Onboarding: takes too long142Invoices: hard to read97
Today: Open answers nobody reads.
With Febaso: Every answer read, in themes with counts and quotes.
CSAT
68%
+3 since 2025
Support: slow when it matters186Onboarding: takes too long142Invoices: hard to read97Today: The results in a report, months later.
With Febaso: The score and the reasons while the answers come in.
- From: Northwind
Support: urgent tickets answered within 4 hours
From 1 November, every urgent ticket gets a reply within 4 working hours. We'll tell you how it goes by mid-January.
Today: Customers never hear what happened to their opinion.
With Febaso: One message per theme to those who raised it.
Northwind, Marieke and every answer here are made up for this demo.
Privacy and trust
Read how we handle privacyProcessing in the EU
And never used to train AI models.
Anonymous when you choose
You choose per interview whether answers are anonymous. Anonymous means you never see who said what.
Open about the AI
Customers know from the first message that they are talking to an AI.
Traceable
Every theme shows the count and the verbatim quotes.
Questions about customer satisfaction
What is the difference between a satisfaction study, CSAT and NPS?
The questionnaire is the research. CSAT measures how satisfied someone is, usually on a scale from 1 to 5. NPS measures how likely someone is to recommend you, from 0 to 10. With Febaso you choose the measure per question, or combine them.
How many questions does a good satisfaction questionnaire have?
As few as possible. A satisfaction question, the reason behind it and a few topics you want to understand is often enough. Because Febaso asks follow-ups, you get more out of fewer questions.
How often should you run customer satisfaction research?
After the moments that matter, such as the start, a support contact or a renewal, or on a fixed rhythm, such as every quarter. Ask the same questions every round, and you see per theme whether it grows or shrinks.
Why a conversation and not a regular form?
A form records the score and an open field that often stays empty. In a conversation, Febaso asks for the reason, and a follow-up when it stays vague, up to three times per question. So you know what's behind a 3.
How do I know the AI doesn't make things up?
Every theme shows the number of customers and their verbatim quotes, so every summary can be traced back to the answer itself.
Can I have answers analysed that I already have?
Yes, with the Feedback Analyser: you hand over the open answers from an earlier questionnaire and get the themes back. Choose Analyse feedback as the reason in the form.
What does it cost?
Setting up your first interview is free. After that it depends on the size of the round and the number of languages: email us roughly how many customers you want to reach, and you'll hear back within one working day.
Know what customers are satisfied with, and what not.
Set up your first customer satisfaction study yourself, for free. Rather talk first? Book an intro: thirty minutes about your situation, with a live demo.
- A conversation, not a long questionnaire
- Asks about every score
- Tells customers what you did
Book an intro
Pick a momentRather write? Send us a message.