Customer Satisfaction Measurement Before Renewal

What is Customer Satisfaction Measurement Before Renewal?

Customer Satisfaction Measurement Before Renewal automatically sends a survey to the customer six months before the renewal date, allowing the customer to respond with a single click to their satisfaction level. In response to customer feedback, a follow-up action will be scheduled. This allows resolving any issues that may prevent us from renewing the service.


  • Provide an easy to understand metric that allows internal benchmarking against other products or services.
  • Create an opportunity to solve customer problems and turn them into satisfied customers.
  • Obtain information directly from the client on how it would be possible to improve the service.
  • Segment the “Dissatisfied” in order to take appropriate follow-up actions and improve the perception of the service.
  • Segment the “Satisfied” for use with a follow-up combining a referral program.
  • Segment the “Indifferent” to offer some promotion and push the brand image from neutral to positive.


When the service renewal date is six months away, a satisfaction survey is automatically triggered using an integration with the organization’s system via API. Depending on the score obtained, customers are classified as satisfied, indifferent and dissatisfied. After classification, this information is used to segment and make new follow-up shipments with different and personalized communications for the three types of customers.

Customization options:

  • Follow-up actions according to the needs of the organization.
  • Configurable corporate image, colors, logo and image of communications.
  • Integration with CRM, helpdesk, core or other systems of the organization.
  • Combination between digital channels according to the needs: web portal, email, SMS, mobile application, automated call or any other digital channel that the organization has available.

Implementation timeframe:

  • 2 to 4 weeks


  • DANAconnect Advanced

How a Pre-Renewal Customer Satisfaction Survey can improve your renewal rate?

A CSAT (Customer Satisfaction) survey prior to renewal can be a highly effective tool in improving your renewal rate in your financial organization. Here are a few ways this type of survey can contribute to improved renewal rates:

Early Identification of Issues and Areas for Improvement

A pre-renewal CSAT survey can help identify any issues or areas of improvement that might be affecting customer satisfaction. This could range from technical or usability issues with your service to communication or customer service issues. By identifying these issues ahead of the renewal date, your company has an opportunity to address and rectify them, thus improving the likelihood of the customer choosing to renew.

Creating a Positive Customer Experience

By asking customers for their feedback via a CSAT survey, it demonstrates that you value and care about their experiences and opinions. This can help create a positive customer experience, which in turn can increase the likelihood of them choosing to renew.

Tailoring Value Proposition and Services

Customer responses to the CSAT survey can provide valuable insight into what they value most about your service, and where they feel improvements could be made. This information can be used to tailor your value proposition and services to the needs and expectations of your customers, which can increase customer satisfaction and ultimately, renewal rates.

Influencing Product Development

CSAT surveys can provide insight into features or functionalities that customers find helpful or wish they had. This information can guide product development decisions and ensure customer needs and expectations are met. Products that meet customer needs are more likely to retain them in the long run.

In summary, pre-renewal CSAT surveys can provide valuable insight that can be used to improve customer experience, solve issues, tailor your offerings, and ultimately, increase renewal rates. However, it’s important to remember that surveys are just one tool in your arsenal, and customer retention requires a holistic approach that includes excellent customer service, high-quality products, and effective communication.”

Frequent Asked Questions about CSAT

1. What is CSAT?

CSAT is an acronym for Customer Satisfaction, and it’s a commonly used metric to gauge a customer’s overall satisfaction with a specific product or service.

2. How is CSAT calculated?

CSAT is calculated from the responses to a specific question: “How would you rate your overall satisfaction with our product/service?” Customers respond on a scale (usually 1-5 or 1-10), and the CSAT score is the percentage of responses indicating satisfaction (typically, responses of 4/5 or 7-10 on a 1-5 or 1-10 scale are considered).

3. Why is CSAT important?

CSAT is an important measure of the perceived quality of your products or services and can be a good indicator of customer loyalty and retention. High CSAT scores can indicate that you are meeting or exceeding customer expectations, while low scores can be a sign that there are areas that need improvement.

4. How can I improve my CSAT?

Improving your CSAT involves understanding and addressing the causes of customer dissatisfaction. This could include improving product or service quality, customer service, communication, and more. Customer feedback is vital for identifying these areas for improvement.

5. Is CSAT the same as NPS (Net Promoter Score) or CES (Customer Effort Score)?

No, although these three metrics are all related to customer experience, they measure different things. CSAT measures a customer’s overall satisfaction with a product or service, NPS measures the likelihood of a customer recommending your company to others, and CES measures how easy it was for a customer to accomplish what they wanted to with your product or service.

6. Should I use CSAT for all customer interactions?

CSAT can be useful for measuring customer satisfaction after specific interactions (like a purchase or a customer service call), but it can also be useful for measuring overall satisfaction with your company or a specific product or service. The choice depends on your goals and what you are trying to learn from your customers.

7. How can I get CSAT feedback?

CSAT feedback is typically collected through surveys sent to customers after an interaction or transaction. These surveys can be sent via email, SMS, or even at the point of sale.

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