How Client Conversations Reveal Satisfaction Patterns

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.

The Science Behind Your Score

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

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…”

Why Communication Analysis Works

In B2B relationships, clients signal satisfaction through language long before formal reviews:

> Word Choice Evolution: “Your campaign” → “Our campaign” (ownership shift)

> Response Patterns: 2-hour replies → 2-day delays (engagement drop)

> Meeting Dynamics: “Let’s expand this” vs “Let’s stick to agenda”

> Stakeholder Behaviour: Adding seniors (escalation) vs. adding teams (expansion)

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)

– Make assumptions during quiet periods

– Include internal team communications

Making Your Score Actionable

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.