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 Zendesk 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 ticket. There are 3 actions an agent can complete to be involved:
If an agent completes one of these actions in the timeframe between when a ticket 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 ticket 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 ticket*
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 ticket with a single customer rating. For example:
- An agent opens a ticket 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 ticket, 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 ticket. 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 ticket 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 ticket 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 ticket, For example:
- Agent 1 opens a ticket 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.
📊 How do we use this in your Dojo?
Whilst all metrics contribute to an agent's skill points in their personal Dojo, some metrics reward more or less for certain skills. This is how Customer Satisfaction (CSAT) is distributed towards an agent's Quality, Productivity, and Speed points.
Customer Satisfaction (CSAT)