CPNET connects CSAT/NPS, tickets, returns, and field notes to your plant data—so you can see which process conditions drive which customer outcomes, and fix them faster.
What is CPNET CSAT Integration?
CPNET’s CSAT Integration closes the loop from Voice of Customer (VoC) to Voice of Process (VoP). We ingest CSAT/NPS surveys, support tickets, warranty/returns, complaint codes, and service notes—then tie each signal to lots, lines, shifts, and recipes in your manufacturing data. The result is a living map from customer pain → quality attributes → process variables.
Built for: steel, plastics, construction materials, and other continuous manufacturing where product genealogy and process windows matter.
How customers use CPNET for CSAT
Connect & map
Plug in CRM/Service tools (e.g., Salesforce, Zendesk, ServiceNow), survey systems (Qualtrics/Typeform), and returns/warranty exports. Map tickets/CSAT to lot IDs, coils/rolls, work orders, or date-time windows.
Unify quality + VoC
Link CSAT signals to CTQs (critical-to-quality) like thickness uniformity, adhesion, surface defects, density. CPNET auto-joins with historian/MES data by lot/shift/time.
See drivers & trends
CPNET runs correlation, contribution, and topic/sentiment analysis on the combined dataset to surface:
- Top process drivers behind a complaint theme
- Leading indicators before CSAT dips
- Plants/lines/products with rising risk
Prevent issues in-line
Turn insights into alerts (e.g., “CSAT risk ↑ for membrane grade G2 if die temp > 195°C with low cooling”). Push guardrails and recipe nudges into Rx+ so your operators avoid the conditions that cause downstream complaints.
Prove the improvement
Track CSAT lift and complaint rate before/after process changes, per site/line/product—right in your dashboards.
Why teams choose CPNET for CSAT → Quality
One truth across systems
Tickets, surveys, and returns live next to process and quality data. No more spreadsheet stitching.
Root-cause clarity
See which variables, ranges, and interactions correlate with specific complaint codes or negative sentiments.
Actionable in production
Turn insights into prevention: real-time alerts, anomaly detection, and Rx+ recipe suggestions with constraints.
Transparent & trustworthy
Every alert shows the evidence (factors, time windows, sample size). Text themes are explainable with example verbatims.
Privacy-first
Optional hashing/pseudonymization for contact fields; field-level controls on what’s stored or displayed.
Ready to connect customer experience to your process?
Stop guessing why complaints spike. With CPNET, your team sees the exact process patterns that drive CSAT—and fixes them before they reach the customer.
Let’s talk. We’ll show CSAT → Quality on your data, and set up prevention alerts in days.
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