# Diagnose why our CSAT score dropped

A structured investigation of a falling satisfaction score that separates real problems from noise and points to fixes.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/diagnose-why-our-csat-score-dropped

## Prompt

```text
Help me figure out why our customer satisfaction (CSAT) score dropped.

**Score trend:** [e.g. "91% to 84% over 6 weeks"]
**Survey responses and volume:** [NUMBER OF RESPONSES per period, response rate]
**Breakdowns I have:** [by channel, agent, team, ticket category, customer segment, product area]
**Low-score comments:** [PASTE A SAMPLE - remove personal data]
**What changed in that period:** [new product release, policy change, staffing changes, new tools, outages, pricing changes]
**Other metrics in the same period:** [first response time, resolution time, reopen rate, backlog]

Do this:
1. Check whether the drop is real: is the sample size large enough, and did response rate or survey method change?
2. Break the drop down: is it concentrated in one channel, category, team, or segment, or spread across everything?
3. Separate support-caused dissatisfaction (slow, unhelpful, rude, wrong answer) from product or policy dissatisfaction (they hated the answer, not the service). Use the comments for this.
4. Link the timing to the changes I listed.
5. Rank the likely causes by evidence strength, with what would confirm or rule out each.

Return: a short summary for my manager, a table (Cause | Evidence | Confidence | How to confirm | Fix), and 3 actions for the next two weeks. Don't invent data; if a breakdown I need is missing, tell me which one to pull.
```

## What to fill in

- e.g. "91% to 84% over 6 weeks"
- NUMBER OF RESPONSES per period, response rate
- PASTE A SAMPLE - remove personal data
- first response time, resolution time, reopen rate, backlog

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.