Customer Satisfaction Tracking: CSAT and NPS
Measure customer satisfaction with automated CSAT and NPS surveys, then use your OpenClaw agent to analyze trends and follow up on negative feedback.
What You Will Get
By the end of this guide, your OpenClaw agent will send satisfaction surveys to customers after support interactions, calculate CSAT and NPS scores, analyze trends over time, and alert you to negative feedback that needs immediate attention. You will have a continuous pulse on how customers feel about your support experience.
CSAT measures how satisfied customers are with a specific interaction, while NPS measures overall loyalty and likelihood to recommend your product. Together, these metrics give you both tactical and strategic insight into customer sentiment. Your agent automates the entire cycle from survey distribution to score reporting.
The agent also performs sentiment analysis on open-ended feedback to categorize comments by theme. This reveals not just how satisfied customers are, but why. Themes like 'slow response time' or 'helpful and friendly agent' appear as patterns that guide targeted improvements.
Step-by-Step Setup
Automate satisfaction surveys and score tracking.
Create Your Survey Templates
Design your CSAT and NPS surveys in the Automations panel. A CSAT survey typically asks 'How satisfied were you with this interaction?' on a 1-to-5 scale. An NPS survey asks 'How likely are you to recommend us?' on a 0-to-10 scale. Add an optional open-ended question like 'What could we improve?' to collect qualitative feedback.
Set Up Survey Triggers
Configure when surveys are sent. Common triggers include ticket resolution, live chat completion, and email thread closure. Set a delay of a few hours so customers have time to reflect on their experience before responding. Avoid sending surveys for every micro-interaction to prevent survey fatigue.
Configure Distribution Channels
Choose how surveys reach customers. Options include in-chat messages, email follow-ups, or embedded widgets. Match the distribution channel to where the support interaction happened, as customers are more likely to respond on the same channel they used for support.
Enable Score Calculation
The agent calculates CSAT as the percentage of responses rated 4 or 5 out of 5. NPS is calculated as the percentage of promoters (9-10) minus the percentage of detractors (0-6). These calculations run automatically as responses come in, and scores are updated in real time on your dashboard.
Set Up Trend Analysis
Configure the agent to track satisfaction scores over time and detect changes. The agent compares weekly and monthly scores against historical averages and alerts you when scores drop below your target. Trend charts show whether satisfaction is improving, stable, or declining.
Configure Negative Feedback Alerts
Create an alert that fires when a customer gives a low score, such as 1 or 2 on CSAT or 0 through 6 on NPS. The alert includes the customer's feedback, the interaction that triggered the survey, and the agent or channel involved. Route these alerts to a manager for immediate follow-up.
Close the Feedback Loop
For negative responses, have the agent draft a follow-up message acknowledging the customer's frustration and offering to make things right. A human agent reviews and sends the follow-up. This recovery effort can turn detractors into loyal customers.
Tips and Best Practices
Keep Surveys Short
Limit surveys to two or three questions maximum. Long surveys have low completion rates. A single satisfaction rating plus an optional comment gives you the data you need without burdening customers.
Avoid Survey Fatigue
Do not survey the same customer more than once per month. Set frequency caps in your automation rules so repeat interactions within a short period do not trigger multiple surveys. Customers who feel over-surveyed stop responding entirely.
Act on Feedback Visibly
When you make changes based on customer feedback, communicate it publicly. A message like 'You told us response times were too slow, and we have reduced them by 40%' shows customers that their feedback matters and encourages future participation.
Benchmark Against Your Own History
Focus on improving your scores over time rather than comparing to industry benchmarks. Your specific customer base and product create a unique context that external benchmarks do not capture.
Frequently Asked Questions
Related Pages
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