When is the CSAT Score Alert triggered?
Alerts will be triggered monthly based on CSAT score in your performance report. Alerts will be sent out IF your score is ≤ 1.
How does it look? What does it mean?
You will receive email with title CSAT score notification. This means that your CSAT score is in the red area, and therefore it is important that you review your tickets and implement corrective measures. Further information about about you CSAT score development and score drivers is visible in your Service Insights Report.
What happens when I received multiple alerts?
In case of multiple alerts, you might receive reminder based on your score development. If there is no sign of actions taken to improve nor positive trend after a month, the performance team will take further actions, which may ultimately result in the removal of cooperation points and, only in severe cases, the suspension of your account.
How can I improve my CSAT Score?
by analyzing the tickets that received the lowest scores from our customers in the ticket drills section under the CSAT score section of your Performance Report
By identifying the root causes of customer dissatisfaction and the key drivers behind the lowest CSAT scores. Further information about about your CSAT score development and score drivers is visible in your Service Insights Report and in the CSAT score section on this page. If you need further information or insights in your CSAT score, you can contact the performance team at reporting@refurbed.com.