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How do I reduce my 'CSAT survey to action' timelines?

What is your current CSAT to action timeline? If your typical CSAT survey to actions to improvement timelines are anywhere between 30-60 days, then you are not alone. Several companies are going through this struggle. By the time the CSAT surveys are completed, analysis and QA calibrations are done and actions are identified and rolled out, the lag time takes 30-60 days. Meanwhile the next CSAT survey is underway and the actions taken may not really show impact. It is a never ending catch up game. And more frustrating is when the actions taken do not move the needle on CSAT!

So what’s the solution? Moving from the reactive approach to the proactive approach is the easiest way to reduce timelines and improve accuracy of action. This is done by looking at insights from and beyond the interactions and making them actionable in shorter time frames. SatNext™, our cloud based predictive SaaS for CSAT improvement provides this in an easy to use manner at your contact centre.

SatNext™ crashes action timelines by looking at various data sources, not just surveys. SatNext™ extracts and combines structured and unstructured data from various sources through its Data Aggregator. This includes survey data, CRM data, agent data, "in the moment" interaction data, social media sentiments.

Then using its Multi-channel Analyser and Net Experience Score(NES), SatNext™ identifies insights, drivers and recommendations, and the impact of these drivers in future CSAT. All these are delivered as futuristic dashboards at an agent and centre level and sent out as daily reports.

What's more, SatNext™ works with your current CSAT operational ecosystem, so you can leverage what you have instead of re-inventing the wheel.

One of our clients, a leading satellite television service provider, did just that! Their CSAT survey results took nearly 45 days before providing any business improvement inputs. With SatNext™ they moved this to a weekly, then daily action. This had corresponding effects on the overall CSAT and produced a 15% improvement in just 10 weeks.