Customer Satisfaction

Customer Satisfaction (CSAT) shows how many positive customer responses an agent receives vs negative responses as a percentage. The percentage shown on the Scorecard reflects an agent's Salesforce CSAT score.

It is the inverse of an agent’s NRR score (e.g. If an agent’s weekly NRR score is 40%, their CSAT will be 60%). Agents should aim to have as high a CSAT score as possible.

*As a rule of thumb: + CSAT% + NRR%  always = 100%*

CSAT= positive customer responses ÷ all customer responses

🧮 How do we calculate this? 

An agent’s CSAT is calculated weekly based on their involvement with the resolution of a case. There are 3 actions an agent can complete to be involved:

1. Leaving a public comment 
2. Creating an internal note
3. Solving or resolving a case

If an agent completes one of these actions in the timeframe between when a case is opened and a rating (positive or negative) is left by a customer this will impact their CSAT score.

If the action completed is in between a case being opened and a positive customer response, the agent will receive a 100% CSAT for this ticket and a 0% NRR and vice versa. 

This score is then added to the total weekly pool of negative and positive scores an agent accumulates over a week to create an average weekly CSAT score.

*If multiple agents complete an action within the same timeframe (between an action and a customer rating), all agents involved will receive the same CSAT/NRR score for this case*

💡 Examples

When looking at examples of how CSAT can be calculated there are 3 typical scenarios:

1. Single agent w/ single customer response (most common)

2. Multiple agents w/ single customer response (less common)

3. Multiple agents w/ multiple customer responses (rare)

Single agent w/ single customer response

The vast majority of scenarios involve one agent answering a case with a single customer rating. For example:

• An agent opens a case that involves an unhappy customer asking for a refund for a product they purchased.
  
  
• The agent then leaves a public comment apologizing and offering a full refund to the customer.
  
  
• The customer leaves a positive rating.
  
  
• The agent receives a 100% CSAT for this case, which is added to his/her cumulative average CSAT score for the week.

Multiple agents w/ single customer response

Sometimes, multiple agents will work together to resolve a single case. Perhaps an agent doesn’t have time to resolve it and a colleague will take over, or perhaps they ask for some assistance to work collaboratively. For example: 

• Agent 1 opens a case that involves an unhappy customer asking why the product they ordered hasn’t yet arrived.
  
  
• Agent 1 is new to the job so he/she asks Agent 2 to leave an internal note to give some guidance on how to solve the issue.
  
  
• Agent 2 leaves an internal comment.
  
  
• Agent 1 then leaves a public comment to try to resolve the issue.
  
  
• The customer is satisfied with the response and leaves a positive rating.
  
  
• Both agents receive a 100% CSAT for this ticket, which is added to their cumulative average CSAT score for the week.

Multiple agents w/ multiple customer responses

Whilst it rarely happens, there can be scenarios where multiple agents will work on a case that receives more than one rating from the customer. 

Any action that is completed by the agent in a positive time frame will delegate 100% CSAT and any action in a negative timeframe will receive 100% NRR. In the scenario that an agent completes two actions, 1 in a negative timeframe and 1 in a positive, they will receive 50% NRR and 50% CSAT for this case, For example:

• Agent 1 opens a case that involves a customer asking for an extension on his free trial.
  
  
• Agent 1 isn’t sure about the protocol for extending trials so he sends a public comment asking the customer to wait while he confers with his colleague.
  
  
• The customer leaves a bad rating.
  
  
•  Agent 2 intervenes and leaves an internal note to provide Agent 1 saying he may offer the client an extra 1 week on their trial.
  
  
•  Agent 1 leaves a public comment offering the customer the 1 week extra.
  
  
• The customer is pleased and leaves a good rating.
  
  
• Agent 1 receives 50% NRR as he/she was involved in 1 positive and 1 negative timeframe. Agent 2 receives 100% CSAT as he/she was involved only in a positive timeframe.

🙋 So what does this mean for me?

Agents should aim to achieve as high a CSAT % as possible. The metric is crucial to understanding how customers feel about your customer service. A high CSAT % is a great indicator of customer loyalty and brand advocacy.