Making the Most of Customer Satisfaction Survey Data

CSAT scores are CX-owned, but they’re all-business encompassing. Read through any agent’s survey responses and you’ll find only a small percentage are related to service operations, and even fewer are about the interaction itself.

It doesn’t matter how you’ve phrased the survey question. You’ve given your customer a platform to share their voice, and they will use it as they see fit.

Service leaders without a seat at the table may just segment these surveys into what is and isn’t actionable by their department, but this can only create so much improvement. It’s important for VOC processes to be in place so feedback can be shared outward, and teams can be held accountable to change. Everyone has a role in improving the customer experience.

To get the most out of your survey responses:

Read surveys every week

• Send a response

• Identify root cause

• Segment to determine patterns

• Measure impact

• Share findings with change owners

• Collaborate on solutions

• Continue monitoring

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