How Krystal uses CSAT to boost client satisfaction

We consider ourselves more than a web hosting provider to our clients; we’re a trusted partner who listens, responds, and continuously improves. We believe every customer interaction is an opportunity to make a meaningful difference.

We also understand that satisfied clients are the foundation of a strong business. When clients trust us and recommend us, they help us expand our reach and furthermore, our positive impact. That’s why we build Customer Satisfaction Scoring (CSAT) into our feedback processes. It means we can gain valuable information on that allows us to adapt swiftly and make valuable changes.

How CSAT works

Through CSAT, we gather real-time feedback from clients at key touch points, inviting them to rate us using a simple scoring system, with an option for additional comments. This encourages them to share their experiences, giving us clear, actionable insights. All the feedback we receive contributes to our overall "CSAT score". After gathering this data for a few months we're now happy to share our current score - a respectable 93.5%. It's a great start, but we’re determined to be even better!

All the feedback data we collect is analysed to spot trends, pinpoint improvement areas, and celebrate standout interactions. By integrating these insights into our operations, we can promptly adjust services, offer personalised support, and reinforce what we do best. Whether feedback is positive or highlights an opportunity, our CSAT-enhanced approach ensures every client’s voice is valued and heard.

The benefits of CSAT for Krystal (and our clients!)

Real-time insights for swift action

Instant access to satisfaction data lets us address issues as they arise, ensuring quick, proactive responses that strengthen our client relationships.

Informed, data-driven choices

CSAT insights shape decisions across all our teams, from support to development, helping us anticipate and meet client needs more effectively.

Building trust and loyalty

Clients value brands that listen. By acting on their feedback, we build deeper trust and transform satisfied clients into long-term advocates.

Stronger client relationships

Thanks to CSAT, we’re fostering an open dialogue, and building stronger client relationships with every interaction.

Setting standards in service excellence

In a field where service matters, using CSAT helps us keep ahead. Our commitment to continuous improvement not only meets industry standards but sets new benchmarks for satisfaction. High standards not only mean happy clients, but also lift the entire industry.

How Krystal puts CSAT into action

CSAT enables us to do more than gather data; it supports us in making targeted improvements. With our current score we’re off to a really strong start, but we’re already exploring ways to improve even further.

To make the most of CSAT, we use brief, focused surveys that respect clients' time while gathering valuable feedback. Closing the feedback loop is essential - when clients share concerns or insights, we prioritise follow-ups to show that their voices truly matter.

We also share CSAT insights across departments, aligning teams around client needs and creating a unified, client-centred experience that steadily improves.

Looking ahead with CSAT

Our goal is to keep setting new standards in client satisfaction, driven by what our clients tell us they need most. CSAT is helping us create a service that’s not only more reliable but also closely tailored to client expectations. Krystal’s journey has always been about continuous growth, reinvesting and refining our services based on what our clients value most.

Ultimately, CSAT is part of our mission to make real, client-focused improvements. At Krystal, we’re here to make a difference - not just in service, but in every way we connect with our clients and community. By acting on the insights we receive, we’re reinforcing our commitment to a service experience that truly benefits our clients.