Related Ideas
eyko Ideas
NPS and CSAT surveys arrive on a fixed cadence, weeks after the experience that shaped the answer. A Satisfaction Prediction Playbook reads behavioral and support signals between surveys to forecast each customer's next score, surfacing the customers about to drop into detractor territory while there is still time to act.
The Challenge
NPS goes out every 90 days. Between waves, customer sentiment shifts in response to specific experiences. By the time the next wave captures the change, the experience that caused it is months old and the intervention window has closed.
Many at-risk customers stop responding to surveys before they churn. The dashboard reports a stable NPS because the silence is treated as neutral, not negative. The customers most likely to be unhappy are exactly the ones not answering the question.
The NPS dashboard lives in customer experience. The support queue lives in support. The product team has its own roadmap. Without a forward-looking sentiment signal that all three teams act on, the operating motions get tuned to whatever each team sees in its own slice rather than to the customer's actual experience.
How eyko Solves It
A Satisfaction Prediction Playbook reads support contact patterns (cadence, severity, sentiment in verbatims), product engagement (usage trajectory, feature adoption), recent product or pricing changes, and prior survey response history to forecast each customer's next NPS or CSAT score. It surfaces the customers about to drop into detractor territory, the customers trending into promoter territory, and the silent customers most likely to be unhappy so customer success can intervene on signal rather than wait for the next survey wave.
The Playbook forecast NPS scores for 4,200 active customers ahead of the next survey wave. 184 customers are projected to drop from passive to detractor (a 38% lift in detractor cohort over the prior wave). 64 of those have not responded to the past two waves and are silent detractors. 240 customers are trending into promoter territory and represent an advocacy expansion opportunity.
| Metric | Current | Benchmark | Status |
|---|---|---|---|
| Primary indicator | Flagged | Target | Action needed |
| Secondary indicator | Monitoring | Within range | On track |
| Trend direction | Declining | Stable | Review required |
Satisfaction Prediction forecasts each active customer's next NPS or CSAT score before the survey wave goes out. The Playbook reads support, product engagement, and recent change signals to project the score, surfaces the customers projected to drop into detractor territory, the customers trending into promoter territory, and the silent customers most likely to be unhappy so customer success can intervene on signal rather than wait for the post-wave dashboard.
Related Ideas
FAQ
Everything you need to know about Satisfaction Forecast.
Satisfaction Prediction is an AI-driven forecast of each active customer's next NPS or CSAT score before the survey wave goes out. The Playbook reads support, product engagement, and recent change signals to project the score, surfaces the customers projected to drop into detractor territory, the customers trending into promoter territory, and the silent customers most likely to be unhappy so customer success can intervene before the survey lands.
The Playbook reads from your support tool (ticket cadence, severity, escalation patterns, sentiment in verbatims), product analytics (usage trajectory, feature adoption), product release log (releases tied to dates and affected workflows), CRM (account context, lifecycle stage), and survey platform (NPS and CSAT history including response patterns). At least 18 months of paired signal-to-score data anchors the forecast in real movement.
An NPS dashboard reports the score after the survey wave has captured it. Satisfaction Prediction forecasts the score from behavioral and support signals between waves, so customer success sees movement weeks before the survey would capture it. It also surfaces silent detractors (customers who stopped responding) as a distinct cohort that NPS dashboards typically miss by treating silence as neutral.
Yes. For each forecast movement the Playbook recommends a specific motion: CSM outreach on projected detractor accounts with the contributing pattern named, dedicated retention motions on silent detractors with executive sponsorship, and advocacy outreach on promoter-bound accounts. Each recommendation projects expected score impact so customer success leadership can prioritize the highest-leverage motions before the survey wave runs.
Join the enterprises replacing weeks of manual analysis with a single prompt. See what eyko Playbooks can do with your data.
