XaitProposal's customer support team achieved a 98% Customer Satisfaction (CSAT) score in the first half of 2026 — well above the B2B SaaS industry average of 85–90%. For teams responding to RFPs under strict deadlines, that number is more than a vanity metric: it's the assurance that no technical roadblock will jeopardize a submission in the final hours before closing.
Managing a commercial proposal, orchestrating an RFP (Request for Proposal) response, or finalizing a bid for a public procurement contract is a high-pressure exercise. In this race against the clock, a glitch just hours before the deadline can be fatal. That's why choosing proposal software shouldn't be based on co-authoring features alone — the reliability of customer support matters just as much.
Here's what's behind our 98% score, and why it makes a difference to your bid and proposal work.
In B2B SaaS, average customer satisfaction typically sits between 85% and 90%. The XaitProposal support team reached 98% CSAT in the first half of 2026. Only 2% of tickets received a negative rating during that period — and those related exclusively to requests for new features, which were forwarded to our R&D team.
For a Sales Director or Proposal Manager, this figure acts as an insurance policy. When your teams are drafting a strategic offer or structuring a technical proposal in XaitProposal, they're never left to fend for themselves. Platform administrators get privileged access to a highly responsive team, so your submissions go in on time.
As one of our clients puts it:
"Highly responsive and much-appreciated support. Your team excels at resolving last-minute incidents right away. A thousand thanks!"
The XaitProposal support team knows the software inside out — but more importantly, they understand your business challenges and know how to guide you through them.
Our engagement metrics tell the story: a survey response rate of 23.7%, well above the typical market average of around 15%. And 42% of satisfied clients take the time to write a personalized comment. Users don't just click a rating — they engage in an ongoing dialogue.
Explaining a feature, unblocking a stalled situation, or helping with configuration are all part of the team's daily mission: making the solution approachable and providing answers to every situation, simple or critical. Our clients say it best:
"A support team that is always highly available and efficient."
"Thank you for your consistently fast and effective feedback. I truly appreciate the professionalism and competence of your team, as well as the quality of your guidance."
"Our urgent requests are handled quickly by the support team."
"Excellent responsiveness, with great care taken to provide step-by-step information."
The team doesn't just "manage a ticket" — they support the human being behind the screen:
"It is a pleasure to work with people who are so responsive, who explain where the issue comes from, and who do everything possible to solve it quickly."
Drafting proposals under deadline is stressful, and frustration can build fast. Our "Bad to Good" ratings indicator tracks exactly this: in the rare cases of initial dissatisfaction, the team consistently turns the experience around before the ticket closes. Feedback from users is also the raw material for future development:
"A team that is always listening to our problems, responsive in their answers. No bug is left without a solution, all delivered with a smile and good humor."
This agility lets your sales teams and bid engineers stay focused on what truly matters — the value of their offer and the relevance of their response — not technical constraints.
In the first half of 2026, XaitProposal's customer support reached a 98% CSAT score — a strong result compared to the B2B SaaS industry average, which typically sits between 85% and 90%.
RFP responses are subject to strict, non-negotiable deadlines. Highly responsive customer support ensures no technical or functional roadblock jeopardizes the submission of a bid or commercial proposal in the hours before closing.
Beyond software that automates layout, content management, and co-authoring, XaitProposal provides close support for platform administrators. This ensures optimal configuration of document templates and helps secure compliance with public and private tenders.
In the first half of 2026, the survey response rate reached 23.7% — above the market average of roughly 15% — reflecting strong engagement between Xait's teams and its community of users and administrators.
Good proposal software streamlines the creation of your offers. Excellent support guarantees that fluidity never breaks — even during peak stress. With a 98% CSAT score, XaitProposal shows what happens when technology and human expertise work together to protect your deadlines and boost your win rates.
Ready to see it for yourself? Book a demo of XaitProposal and experience the platform — and the team behind it. Or explore XaitProposal's features to learn how it handles co-authoring, layout automation, and bid compliance.