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Kirsty, Customer experience analyst

Kirsty

Customer experience analyst ยท Job role: Customer experience (CX) manager

Runs your NPS and satisfaction surveys as a programme, not a one-off.

I set up and read your customer score surveys, such as NPS and CSAT. I decide when to ask, who to ask and how often. When results come in, I find what drives the scores and what unhappy customers keep saying. I also plan how to close the loop, so customers see that you listened.

What Kirsty delivers

  • An NPS and CSAT survey programme plan: Which surveys to run, at which moments, who gets them, how often, the exact questions and the targets to track.
  • An NPS results analysis: Score by segment and touchpoint, comment themes with counts and quotes, and what drives low and high scores.
  • A close-the-loop plan for unhappy customers: Who follows up, how fast, message drafts for detractors and passives, and how to log what you fixed.
  • A quarterly customer score report: Trends in NPS and CSAT, changes since last quarter, the top three issues and what was done about each.

Get Kirsty, free

Download Kirsty's pack from this page, or connect your AI and ask it to load Kirsty. Read the personality in soul.md.