Customer satisfaction
106
MENTIONS
55
EPISODES
44
PODCASTS
Search complete. 106 mentions across 55 episodes found for "Customer satisfaction".
Sep 10, 2026
Pasquale DeMaioGUEST
They cared, obviously, because that was a metric.
Pasquale DeMaioGUEST
But they really looked at CSAT and understanding if the customers were happier.
Pasquale DeMaioGUEST
And also, they also looked at, again, transfers.
Pasquale DeMaioGUEST
And they said, these things are important to us.
Chris HennessyGUEST
So you evolve from activity to ultimately, customers usually evolve into more of the quality side.
Chris HennessyGUEST
So think about like CSAT on interactions for customers or Are you resolving things? It eventually evolves into efficiency metrics, which a lot of customers are focusing on, which is how is this changing the cost per whatever that outcome may be.
Chris HennessyGUEST
And then eventually it's hitting the P&L, which is the business outcome through time.
Chris HennessyGUEST
But it takes a bit of time for that to cure.
Thomas LairdGUEST
But we're going to score 100% of your calls.
Thomas LairdGUEST
We're going to give you net promoter and CSAT prediction scores of auto summarization.
Thomas LairdGUEST
You don't need to pay for it.
Thomas LairdGUEST
And when we saw that, we're like...
Anya KellyHOST
And I mean, again, as an agent, you'll know this quite personally, especially now that you're also a leader.
Anya KellyHOST
Why is a CSAT score just no longer enough?
Naomi OriolGUEST
So CSAT, it's, it's not dead.
Naomi OriolGUEST
Um, it's still breathing.
Anya KellyHOST
Yeah.
Naomi OriolGUEST
Is it a warehouse issue? Is it a delivery issue?
Anya KellyHOST
Mm-hmm.
Naomi OriolGUEST
Um, it, it, when, when you look at a CSAT score, the customer has already been shouting about what's been wrong-
Mark McKercherGUEST
And so we're going to relaunch, like I said, in about 30 days with a brand new support portal and we're really excited about that.
Mark McKercherGUEST
I think moving so fast, we didn't understand the quality element of what customers were really feeling until we started seeing some pretty bad CSAT results.
Marboo BrownHOST
Okay, so let's talk about metrics a little bit.
Marboo BrownHOST
I mean, what are you using to measure the success of your AI investments? I mean, like, is it ROI? Is it CX? Is it employee SAT? Like all of the above? What are you guys using?
Mark McKercherGUEST
It's not deflection.
Mark McKercherGUEST
Those are two of the big ones, but we're still...
Mark McKercherGUEST
Thinking about CSAT, I will tell you, I'm really excited.
Mark McKercherGUEST
The leader of the global analytics team we've brought in is building kind of his own model with Snowflake and Claude right now to auto CSAT all of our cases.
Ashley HainsworthGUEST
So yeah.
Ashley HainsworthGUEST
To give you an indication, in customer service, we increased our response times by 55% and we increased our CSAT scores to almost perfect.
Ashley HainsworthGUEST
Another good point about AI and adoption in our business is it's not replacing people, it's aiding them.
Ashley HainsworthGUEST
So when you call our customer service, the first thing you'll hear will be a human, and that will always be the case.
Jan SantafeedeHOST
What should leaders measure to show real impact?
Felipe EscobarHOST
Focus on customer effort score, first contact resolution, NPS, CSAT, and agent satisfaction.
Felipe EscobarHOST
Be careful not to optimize handle time at the expense of resolution and experience.
Jan SantafeedeHOST
And the improvement process?
Diego LugliGUEST
Right? I think that is one of the reasons why our customers keep coming back.
Diego LugliGUEST
Like, our support, our CSAT score is really, really high.
Diego LugliGUEST
It's like one of the best in the industry, and a lot of our growth has been word of mouth, which, you know, sometimes, you know, people will send...
Diego LugliGUEST
Family and friends will send me videos.
Elizabeth SalmounGUEST
Yeah.
Elizabeth SalmounGUEST
I think, you know, the evolution of CS is, you know, we're not just looking at NPS, CSAT, HealthScore, GRR, NRR.
Elizabeth SalmounGUEST
We're looking at value and what we talked about earlier.
Elizabeth SalmounGUEST
We're looking at value realization and we're looking at adoption.
Felipe EscobarHOST
Use a balanced scorecard, efficiency, quality, and customer outcomes.
Felipe EscobarHOST
Track AHT, occupancy, QA score, first contact resolution, CSAT, and NPS, but adjust for complexity and channel mix.
Felipe EscobarHOST
Combine one-on-ones, call playback, and role play with AI-enabled real-time coaching prompts.
Jan SantafeedeHOST
Burnout is a big risk.
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