CSAT and NPS surveys that explain the score
Opini follows up on lukewarm and extreme scores automatically, surfacing the reasons behind every rating — before churn happens.
The follow-up that closes the loop.
A number by itself is a moment. Passives get asked what would push them to promoter. Detractors get asked what triggered the drop.
Every rating carries the "why", not just the digit — and detractors reach CS with the transcript attached, not a bare score.
Detractor (0–6)
Empathy probe, root-cause dig, CS alert with transcript.
Passive (7–8)
Isolate the one thing that would move the score to a 9.
Promoter (9–10)
Capture the exact promotion, then invite to refer or review.
Silent segments
Non-responders get one context-aware nudge — never a chase.
Recovering detractors
Re-scored 30 days after a fix — the truest closed-loop test.
At-risk accounts
Named-account view with rolling sentiment for CS.
Watch the follow-up work.
Every extreme or lukewarm score triggers a probe designed to isolate the one lever that would change the number.
Stop scoring. Start understanding.
Every CSAT and NPS response, explained in the respondent's own words.