Kaizan’s AI analyzes your client communications weekly to deliver a precise Client Satisfaction (CSAT) score. Here's exactly how we transform emails, calls, and chats with all client stakeholders into actionable insights about your business relationships.
Your CSAT score is a leading indicator — it changes before contracts get renewed or cancelled. A drop from 7.8 to 6.9 means you have time to course-correct. A jump from 7.1 to 8.3 signals opportunity to expand.
By analyzing what clients actually say (not what we think they mean), and then combined with quantitative engagement stats and risk phrase analysis, AI CSAT gives you the clearest possible view of relationship health — updated weekly, attributed accurately, and focused entirely on what drives your business forward.
Two-Layer Analysis: Context + Details
Layer 1: Relationship Temperature (70% of score)
We classify the overall health of each client relationship based on the narrative in your communications:
Band | Score Range | What We Detect |
Promoter | 8.6–10 | "Exceeded all KPIs" • Case study requests • Budget increases without pushback |
Advocate | 7.5–8.5 | Clear ROI evidence • Unsolicited referrals • "Love working with you" |
Satisfied | 6.6–7.4 | KPIs on track • Professional tone • Routine renewal and next project discussions |
Cautious | 5.6–6.5 | "Concerned about timeline" • ROI justification requests • Mixed feedback |
At Risk | 4.0–5.5 | "Underperforming campaign" • "Let's pause and reassess" • Budget scrutiny • Breakdown and misalignment in expectations |
Critical | 0–3.9 | Contract termination mentions • Payment issues • Legal escalations |
Layer 2: Moment-by-Moment Analysis (30% of score)
Every business comment gets tagged and weighted by impact:
2× Weight — Campaign/project results, deliverable quality
1.5× Weight — Meeting deadlines, solving problems proactively
1.3× Weight — Budget efficiency, ROI discussions
1× Weight — Strategic advice, communication style
How Layers Combine: A Real Example
Starting Point: Your communications show "satisfied" patterns → Baseline: 7.0
Adjustments from specific moments:
✓ "Campaign exceeded targets by 30%" (+0.3)
✓ "Quick turnaround saved our launch" (+0.2)
✗ "Timeline slipped on the Asia report" (-0.1)
✗ "Need more strategic thinking" (-0.1)
Final Score: 7.3 (Baseline 7.0 + Net adjustment +0.3)
The Commercial Impact Multiplier
When clients mention specific business consequences, those comments get double weight in the adjustment calculation:
"Pause the £200k media spend" → -0.4 instead of -0.2
"Board approved additional budget" → +0.4 instead of +0.2
These high-stakes moments reveal true satisfaction better than routine feedback.
What Makes Scores Move
Signals That Push Scores Up:
"Results beat forecast by 40%"
"Can you take on our European markets too?"
"The CEO loved your presentation"
Faster response times from clients
Including you in strategic planning
Signals That Pull Scores Down:
"This isn't what we discussed"
“ROI performance isn’t great”
"We need to explore other options"
Delayed responses to your messages
Semantics of "Disappointed" appearing multiple times
Questions about contract terms
Reading Your Weekly Report
1. Your Score (0.0–10.0)
Precise to one decimal place — a shift from 7.2 to 7.5 means something changed.
2. Evidence-Based Insights
What Went Well: Direct quotes showing satisfaction
Areas to Improve: Specific concerns raised
3. Stakeholder Attribution
When possible, we identify who said what:
"The CMO mentioned budget concerns..."
"Your day-to-day contact praised the quick turnaround..."
The Integrity Layer
What Kaizan Promises:
Only Real Quotes: No interpolation or guessing
Business Focus: Personal chat filtered out automatically
Transparent Logic: Every score component traceable to actual communications
What We Don't Do:
Analyze work quality directly (we analyze how clients talk about it, you)
Make assumptions during quiet periods
Include internal team communications