Customer Satisfaction Survey (CSS) Service
Customer satisfaction survey (CSS) service
The Fox ITSM Customer Satisfaction Survey Service is a structured, multi‑stage approach to designing and deploying customer satisfaction (CSAT) surveys that provide you with accurate, actionable insights.
The process begins by setting clear objectives and developing a project plan to guide the effort and align it with your specific goals. This is followed by our uniques CSS workshop/s to ensure the survey addresses the true priorities of your customers.
Our approach places a strong emphasis on questionnaire design, including the choice of rating scales and delivery format. Thought is also given to the introduction and communication of the survey, telling customers why the survey is being conducted, how the data will be used, and what feedback will follow before the survey is then distributed.
Once the survey is closed the Fox ITSM CSS Consultant will analyze the data and produce our unique report the not only provides you with a CSAT score, but also findings and actionable recommendations by identifying key Priorities for Improvement (PFIs) that translate into organizational change and improved performance.
Actionable insights – Focuses on identifying Priorities for Improvement (PFIs) to guide real business changes.
Strategic alignment – Surveys are designed with organizational goals in mind.
Customer-centric – Uses exploratory research to ensure surveys reflect what matters most to customers.
Reliable data – Advocates for probability sampling to ensure statistical accuracy and representativeness.
Clear communication – Emphasizes explaining purpose and outcomes to customers, improving response quality.
Effective design – Encourages the use of tested rating scales for better data comparability.
Comprehensive analysis – Supports benchmarking, segmentation, and tracking over time.
Supports continuous improvement – Encourages feedback loops that drive long-term customer satisfaction and loyalty.
Customer Satisfaction Index (CSI)
A quantified score (often using a 10-point scale) that provides a standardized measure of overall customer satisfaction.Priorities for Improvement (PFIs)
A ranked list of service areas or touchpoints that have the greatest impact on satisfaction and require improvement—identified through statistical analysis like importance-performance mapping.Customer Loyalty Indicators
Metrics such as likelihood to recommend (Net Promoter Score where relevant).Performance Benchmarking
Comparative data across departments, regions, or even competitors (when available), showing how the organization is performing over time or relative to others.Segmentation Insights
Breakdown of satisfaction scores by customer demographics, behaviours, or segments to tailor improvement strategies.Internal vs. External Perception Gaps
Results from mirror surveys comparing how staff think customers rate service versus how customers actually rate it.Action Plan Guidance
Clear direction for management on where to allocate resources to improve satisfaction.
❓ 1. What makes this approach different from standard customer surveys?
Our method is strategic and diagnostic—not just about collecting feedback, but using it to identify Priorities for Improvement (PFIs) and drive meaningful action. It integrates sampling theory, psychology, and business goals.
❓ 2. How do we ensure the results are statistically valid?
By using probability-based sampling and ensuring an adequate sample size, the approach minimizes bias and maximizes representativeness, enabling confident conclusions from the data.
❓ 3. What kind of rating scale do we use?
We recommend a 10-point numerical scale, as it offers granularity, reduces central tendency bias, and allows for clearer distinctions between levels of satisfaction.
❓ 4. How often should customer satisfaction be measured?
Surveys should be conducted regularly, with frequency depending on business type (e.g., half-yearly for B2B, quarterly for transactional B2C). Regular tracking supports continuous improvement and early issue detection.
Why PFIs Are Critical:
PFIs are the core analytical output of our methodology. They identify which aspects of the customer experience have the biggest impact on overall satisfaction and where your organization is currently underperforming.
Rather than treating all feedback equally, PFIs allow organizations to focus their resources on the areas that will move the satisfaction needle the most. This is typically done using correlation or regression analysis to determine which service elements are most closely linked to overall satisfaction—and comparing that to performance scores.
Why we say they Matter:
Maximizes ROI on improvements – You’re fixing what matters most to customers.
Reduces guesswork – PFIs are evidence-based, not just opinion-driven.
Aligns teams around clear goals – It creates a shared understanding of what needs to change.
Drives real business impact – Improvements in PFIs often lead to increases in loyalty, retention, and revenue.
