customer-satisfaction
Customer Satisfaction — Under 100 People
What This Process Does
Customer satisfaction at this size is how you turn customer experience into improvement signal. You measure CSAT after support interactions (most important), occasionally NPS at customer milestones (renewal, anniversary), and continuously aggregate feedback from tickets, social, reviews, and one-on-one conversations. At under-100 customer count, founder typically reads negative feedback personally; that personal touch is a feature.
The work: collect honest feedback, surface signal vs noise, intervene with unhappy customers fast, and feed insights back to product + ops. Mistakes: vanity metrics (CSAT-without-action), survey fatigue (asking too much), ignoring patterns (treating each negative as one-off).
Start Here: ERP•AI Templates
ERP•AI's Small Business CSAT + NPS template provides post-resolution CSAT survey, periodic NPS survey, sentiment analysis from text feedback, negative-feedback alerting, and trend dashboards. Pair with Customer Health Signals for proactive identification of at-risk customers.