Turn satisfaction scores into action plans
NPS tells you the number. It doesn't tell you why. AI-moderated follow-up interviews uncover the drivers behind every score — so you can turn detractors into promoters, prevent passive churn, and amplify what promoters actually love.
Detractor driver: onboarding took 3x longer than promised, support response times degrading...
Trusted by teams at
Your NPS is 42. Your board is happy. But buried in that number: 30% of your passives are actively evaluating competitors, your detractors share three fixable complaints your product team doesn't know about, and your promoters would refer more if you gave them a reason. A score without the story behind it is a vanity metric. Across thousands of AI-moderated follow-up interviews after NPS and CSAT surveys, the most impactful finding is almost always something the survey never asked about. User Intuition interviews the people behind the scores — in 48 hours. You get the specific drivers, the segment-level patterns, and the prioritized action plan that turns satisfaction measurement into satisfaction improvement.
You measure satisfaction.
You don't understand it.
NPS and CSAT programs generate scores. But scores without explanations don't improve anything.
Scores Without Stories
A 7 out of 10 could mean 'everything is fine' or 'I'm leaving next quarter.' A number without the conversation behind it gives you confidence without clarity.
Open-Ended Survey Responses Are Useless
The optional comment box captures one-sentence fragments from 15% of respondents. You get 'good product' and 'needs improvement' — nothing actionable.
Passives Are Invisible
Your program focuses on promoters and detractors. But 30-50% of your base are passives — satisfied enough to stay, not loyal enough to survive a competitor's pitch. They churn silently.
Follow-Up Calls Don't Scale
Your CS team calls a handful of detractors. They can't interview 200 respondents with consistent methodology. The insights are anecdotal, not systematic.
No Connection Between Score and Action
NPS goes up 3 points. What caused it? NPS drops 5 points. Why? Without the qualitative layer, you can't connect score movements to specific decisions or actions.
Surveys Fatigue Your Customers
Response rates decline every quarter. The customers who still respond are increasingly your most engaged — creating survivorship bias in your satisfaction data.
Real-world applications
for NPS & CSAT Research
Detractor Root Cause Analysis
Interview every detractor to understand the specific drivers behind low scores. Cluster issues by theme, segment, and severity to create prioritized recovery plans.
Passive Risk Assessment
Interview the passive middle — the 30-50% of customers who score 7-8. Understand what would make them promoters and what would make them leave.
Promoter Amplification
Understand what promoters actually love — not what you think they love. Identify referral triggers, advocacy barriers, and what would make them recommend more actively.
Score Driver Attribution
Connect NPS movements to specific product changes, support interactions, or market events. Understand what drives score changes so you can replicate wins and avoid repeats.
Segment-Level Satisfaction Analysis
Break satisfaction drivers down by customer segment, plan tier, tenure, or geography. Discover that enterprise and SMB detractors have completely different complaints.
Competitive Vulnerability Scan
Identify which satisfaction gaps create openings for competitors. Understand where dissatisfied customers are looking and what alternatives they're considering.
User Intuition vs.
traditional NPS & CSAT Research
| Dimension | User Intuition | Qualtrics / Medallia / SurveyMonkey / Manual Follow-Up |
|---|---|---|
| What You Learn | WHY customers score what they score | WHAT the score is |
| Follow-Up Method | AI-moderated voice interviews | Optional comment box or manual CS calls |
| Depth | 5-7 levels through laddering | 1-2 sentence open-ended responses |
| Coverage | Interview every segment systematically | CS team calls a handful of detractors |
| Turnaround | 48-72 hours after survey closes | Weeks of manual analysis or never |
| Passive Coverage | Full passive analysis | Passives are typically ignored |
| Actionability | Prioritized action plans with customer evidence | Score trends and basic categorization |
| Bias | Consistent AI methodology across all respondents | Varies by CS rep, time of day, and relationship |
From score to action plan in 48 hours
Design The Follow-Up
After your NPS or CSAT survey closes, define which segments to interview — all detractors, a sample of passives, high-value promoters. Our AI builds the follow-up interview guide tailored to each score band.
AI Conducts the Conversations
Each respondent completes a 10-20 minute AI-moderated voice interview exploring the reasons behind their score. The AI adapts its probing based on the score — exploring churn risk with detractors, switching triggers with passives, and advocacy barriers with promoters.
Get Evidence-Backed Results
Receive a structured satisfaction report with score drivers by segment, prioritized issues by impact, recovery playbooks for detractors, passive conversion opportunities, and promoter amplification strategies — all backed by customer verbatims.
Track Driver Changes Over Time
Run follow-up interviews after every NPS pulse. Track how satisfaction drivers evolve, whether product changes actually improve scores, and which segments are trending up or down. Every study feeds your Intelligence Hub.
"Our NPS was stable at 38 for three quarters. The follow-up interviews revealed passives were satisfied but not loyal — one competitor pitch away from churning. That insight drove our entire Q3 retention strategy."
Archie C., CEO — WhatsTheMove
When AI Helps and When a Human Should Lead Satisfaction Research
AI-moderated interviews deliver consistent, unbiased follow-up at scale — but some satisfaction contexts require human nuance.
AI-Moderated Interviews Excel At
- Systematic follow-up across all NPS/CSAT score bands
- Consistent probing methodology across hundreds of interviews
- Unbiased exploration of satisfaction drivers by segment
- Quarterly tracking of driver changes over time
- Passive customer analysis at scale
- Multilingual satisfaction research across geographies
Consider Human Moderation For
- High-value enterprise account recovery conversations
- Emotionally sensitive service failure follow-ups
- Executive-level relationship repair discussions
- Complex multi-stakeholder satisfaction assessments
- Situations requiring immediate empathy and service recovery
- Deeply personal or healthcare-related satisfaction topics
Methodology refined through Fortune 500 consulting engagements.
Stop measuring satisfaction.
Start improving it.
In 48-72 hours after your next NPS or CSAT survey, understand exactly why customers score what they score — and what to do about it.
See how teams turn NPS programs from measurement exercises into retention engines with AI-moderated follow-up interviews.
Follow up on your last NPS survey. Results in 48-72 hours. No contract, no setup.
No contract · No retainers · Results in 48-72 hours
Common questions
Go deeper on NPS & CSAT Research
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