Workforce Support Team | Workforce Support Team |
SOP-DE-WFS CSAT Analysis - Workforce One | Number of Reviews: 1 |
Approvers: Luna | Date of Review: 23/07/2024 |
INTRODUCTION
This guide aims to provide insights into the scorecard designed to analyze negatively rated CSAT tickets. The scorecard quantifies the main pain points/reasons for negative ratings and identifies how we can improve the experience from negative to positive in the future.
What is CSAT?
CSAT stands for Customer Satisfaction.
CSAT measures customer satisfaction with a service, product, or experience.
In SSC, CSAT surveys are sent 48 hours after a ticket is solved.
Employees receive an email asking them to rate the support they received.
Employees can choose "Good" or "Bad" and leave a comment (verbatim) explaining their rating in more detail.
Negative CSAT evaluation Scorecard
The Negative CSAT Scorecard is created using the PDCA method as well as the 4 M’s
Custom Fields
Contact Reason
Employee Verbatim
Why did the employee rate the experience as negative? [Primary]
💡 Choose the primary reason why the employee scored the experience as negative. If the employee left a verbatim this will be used as a base of the primary reason.
Options:
It took too long for support to get back to me.
My issue was not resolved.
Agent's communication/lack of empathy.
The agent did not understand my issue or put effort into solving it.
It takes too much effort to solve my issue.
External experience (not related to support).
Other.
Why did the employee rate the experience as negative? [Secondary]
💡 Choose the secondary reason for the negative rating, if applicable.
Options:
It took too long for support to get back to me.
My issue was not resolved.
Agent's communication/lack of empathy.
The agent did not understand my issue or put effort into solving it.
It takes too much effort to solve my issue.
External experience (not related to support).
Other.
Did the agent follow the process provided?
💡 If the agent was following the SOP and given guidelines when handling the case
Yes / No / N/A
Which improvements could be made internally to better the experience?
📖 Choose how we can improve the employee experience in the future based on the primary and secondary reasons for the negative CSAT.
Process: The process is too lengthy/complicated, etc.
Macro/Wording: Macro used for the case could be worded better/is missing info, etc.
Internal Training (Process): The agent is showing knowledge gaps related to the process.
Internal Training (Communication): The agent is showing knowledge gaps related to communication/soft skills.
Help Page/Contact Form: Help articles are not informative enough/are missing/info could be added/worded better in the contact form, etc.
Tool-related: Issues related to triggers/automation in Zendesk, priorities, etc.
External Process/Communication: Improvements needed in external processes or communication (please specify department/details in the feedback section).
Other: Improvements not included in the above options.
Summary
Utilize this scorecard to systematically evaluate and address the reasons for negative CSAT ratings. By focusing on specific areas of improvement, we can enhance the overall customer experience and increase satisfaction.