# Know how satisfied customers are. And about what they aren't.

> Customer satisfaction research in a short AI conversation. Febaso asks the reason behind every score, groups them into themes and tells customers what you did.

Web page: https://febaso.com/use-cases/customer-satisfaction-csat · Updated: 2026-10-14

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

## 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 by all 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.

## From a score to what could be better.

1. **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.
2. **Customers answer in a conversation.** On their phone or computer, in their own language, whenever it suits them.
3. **You decide, they hear it.** Febaso lays out the reasons. You choose what to do, and whoever raised it gets a message.

## 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.

### What one round yields (Example data)

Customer satisfaction 2026 · Northwind. Northwind, Marieke and every answer here are made up for this demo.

| Theme | Raised by | In their words |
| --- | --- | --- |
| Support: slow when it matters | 186 customers | "An urgent ticket sat for four days. We missed a deadline because of it." |
| Support: no phone line in the evening | 23 customers | "After five there's nobody to call." |
| Onboarding: takes too long | 142 customers | "Two weeks just to get our data in." |
| Invoices: hard to read | 97 customers | "The same product on three invoice lines." |
| Value: saves hours every week | 88 customers | "The reports save us a day a week." |

## A questionnaire every year, and every year the same complaints.

| Today | With Febaso |
| --- | --- |
| A long questionnaire, closed halfway through. | A short conversation customers finish. |
| A 3 without an explanation. | The why, in the customer's own words. |
| Open answers nobody reads. | Every answer read, in themes with counts and quotes. |
| The results in a report, months later. | The score and the reasons while the answers come in. |
| Customers never hear what happened to their opinion. | One message per theme to those who raised it. |

## Privacy and trust

- **Processing 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.

[Read how we handle privacy](https://febaso.com/privacy)

## Frequently asked questions

### 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.

- [Book an intro](https://febaso.com/use-cases/customer-satisfaction-csat#contact)