CSAT Under the Microscope

The Customer Satisfaction (“CSAT”) survey is the most commonly adopted tool for measuring customer satisfaction. But it turns out that relying on CSAT surveys alone allows a lot of critical feedback to slip through the cracks. In fact, we found that 62% of negative customer feedback comes from interactions with no CSAT rating. Want to see what else we found?

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Reduce customer effort by

Reduce customer effort

Increase customer sentiment by

Increase customer sentiment

Reduce cost of service by

Reduce cost of service