Help me understand

How do I reduce the gap between my QA scores and CSAT?

First, are you managing CSAT reactively or proactively? What does this mean and why is it important?

If you are managing CSAT by largely depending on CSAT surveys and calibrating them with your internal QA scores for improvement, you are managing your CSAT reactively. Why? QA scores and CSAT survey scores do not calibrate many times because of the inherent gaps in the measurement methods. One, they do not measure the same attributes at the agent or interaction level. Second, there is a sample bias in surveys. Thirdly, there is a QA bias in quality assurance. The result is high performers in internal QAs show up as poor performers in CSAT survey scores or the
vice versa.

The solution lies in measuring the true “Voice of the Customer” from different point in the CSAT ecosystem. And SatNext™, our cloud based CSAT improvement SaaS does just that. By looking at insights from and beyond the interactions, SatNext™ improves the accuracy of actions to improve CSAT.

SatNext™ looks at various data sources, not just CSAT surveys and QA scores. It extracts and combines structured and unstructured data from various sources through its Data Aggregator, including survey data, CRM data, agent data, "in the moment" interaction data and social media sentiments. Then, using its Multi-channel Analyser and NES (Net Experience Score), SatNext™ identifies insights, drivers and recommendations and the impact of these drivers in future CSAT.

While the accuracy of the traditional approach is typically 20-25%, SatNext™ drives a 75%-80% accuracy of actions to results. This enables our clients to take the "Right" actions in the shortest possible time, resulting in a guaranteed improvement of CSAT scores. All these are delivered as futuristic dashboards at an agent level and centre level everyday!

For one of our clients in the debit card business, their CSAT to QA gap was very high. SatNext™ improved their survey uptake from 2% to 25%, analysed agent data, CRM data and provided actionable recommendations that moved the needle by 20%.