SentiSum is an AI-native Voice of Customer (VoC) platform that unifies every customer signal into one source of truth, powered by our Kyo AI Engine.
London
Joined April 2015
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Your CSAT is 4.6. Your refunds are climbing anyway.
Only 5 to 15% of retail customers ever answer that survey. The ones who reply already love you or already hate you. The quiet 85% in the middle, the ones actually deciding whether to buy again, never show up in the score.
One wellness retailer found this out the hard way. Everyone had blamed a returns problem. The real cause was one confusing step in the renewal flow, scattered across five ticket types. One fix closed all five. CSAT followed on its own, weeks later.
CSAT measures the temperature. Your conversations show you the fire. Full breakdown, including four more patterns CSAT can't see: sentisum.com/library/why-csa…
#CSAT #customerintelligence
Don't take a vendor's word for it. Run a real pilot:
Week 0-1: scope + backfill
Week 2: test accuracy (85%+ or it's not ready)
Week 3: alerting + routing
Week 4-5: fix the top 3 root causes
Week 6: readout, decide
45 to 60 days. Hard stop.
Full breakdown: which category you actually need, the 6-point evaluation checklist, and the pilot plan that proves fit before you sign.
sentisum.com/library/custome…
NPS was never the real answer. It was always a stand-in.
A survey gives you a score from the few who replied weeks late.
Your calls, tickets & reviews give you why, what it's costing & who owns the fix.
3 real cases with numbers: medium.com/@sentisumcx/nps-i…
#CustomerExperience
75.7% of complaints at one payments company got blamed on engineering.
The real cause: agent behavior. Slow replies, no follow-up.
Your survey would never have caught this. Your tickets already had it.
LINK: medium.com/@sentisumcx/nps-i…
Survey response rates keep falling into single digits.
Most CX teams call that a survey problem. It's an attention problem.
3 companies read their tickets instead of their surveys. One found a 13x call spike caused by a stock page bug.
Full breakdown: medium.com/@sentisumcx/nps-i…
Keep your survey.
But stop treating it as the centre of gravity.
The centre of gravity is the signal your customers are already generating, in volume, whether or not you are listening.
Go and read what they are telling you.
Or let us read it with you.
Send 4 weeks of conversations. In 48 hours we return what is breaking, what it is costing, and what to fix first.
Every case above started this way.
Full piece by @sharad82 here 👉 sentisum.com/library/why-nps…
