Customer Feedback, Customer Retention, Scorecard and VOC

What’s the Downside of Tying Agent CSAT Scores to Their Performance?

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.

VOC

VOC Scorecard Construction Customer Satisfaction

The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score

Net Promoter Score Customer Experience NPS Start-ups

Tech Customer Success

What’s the Downside of Tying Agent CSAT Scores to Their Performance?

The Ultimate Guide: How to Build a Customer Experience Department

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