Customer satisfaction
Learn what shapes your satisfaction score.
Two customers can give you the same score for different reasons. Penny, the AI phone interviewer, asks the people you invite which moments shaped their view, what they compare you with, and what would make them return or recommend you. The report links each finding to the interviews.
$15.00 USD per interview at the default reward. No subscription. See pricing.
Satisfaction
Study setup
One-sentence goal
I want to know how our enterprise clients feel about the support experience after we switched to live chat
- Product
- Live chat support
- Audience
- Our customers
- Role
- Enterprise clients
Interview focus topics
- live chat response times
- agent expertise and helpfulness
- chat escalation to specialists
- resolution quality and follow-up
- comparison with previous support
- availability across time zones
- chat transcript and context
- complex issue handling
No sign-up to look around.
Start with a decision
When this study is useful
If you have a score or survey comments but cannot tell what needs fixing, start with a Customer Satisfaction study. Say you moved support to live chat and want to know how enterprise clients find it. Ask about a recent chat, from how fast someone answered to whether the problem got solved and how it compared with before.
Who to invite
- Name the experience you mean, such as a stay, a support case, or a visit, and the period it covers. Then invite people who went through it in that period and can point to specific moments.
- Invite satisfied and unhappy customers alike. New and long-standing clients may base a rating on different moments, so compare those groups with each other instead of pooling every answer.
- You choose whom to invite from your own customers or clients. PaidInsight does not recruit participants, and people with strong feelings, good or bad, may be quicker to say yes.
Interview preparation
Questions worth exploring
Use these examples to sharpen your goal. PaidInsight designs an interview around your study; these are not a fixed script.
- Of your recent experiences with us, which moment stands out, and why?
- When you rate your experience overall, what is the main thing behind that rating? What happened that shaped it?
- Describe a time when something didn’t go as you expected. How did you handle it, and how did it turn out?
- What have you used before us, or alongside us, for the same need? How does the experience compare?
What to look for in the report
Reasons behind the rating
See which moments participants connect to how they rate you. Pick out what shaped someone’s overall view, and note the smaller complaints they mentioned along the way.
Strengths and weak spots
Compare the parts of the experience people praise with the ones they describe as frustrating. A good overall rating can sit alongside one step that keeps letting people down.
Improvements to weigh
Review the suggested next steps and pick one to try first, such as clearer arrival instructions or a named owner for escalated cases. Check it against your own records before you commit.
Turn a finding into a next step
A moment that participants tied to a lower rating, such as a slow handoff to a specialist, makes a good first target. Change how it works, then compare later ratings, comments, and repeat business with what came before. Allow enough time, because scores can shift from month to month for reasons that have nothing to do with the change.
What the interviews can establish
You get each participant’s own reasons for their rating. You do not get a satisfaction score that holds for all your customers, or a count of how many customers overall share a complaint. Whether a change lifts ratings is a question for your later survey results and records.