Using CSAT to uncover customer satisfaction

Customer satisfaction is a wide-ranging topic and depending on who you talk with, can take on many different significations. An agent for example, may feel extremely pleased with the service they provide to your customers, while their supervisor may feel their customer interactions aren’t quite as optimal and require some improvements. They each have their own unique perspective, point of view and goals.

The missing element here? You guessed it. The all-important customer perspective.