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

If your response time to customer surveys is longer than the time between surveys, CSAT improvement may be hard to achieve. Typically, it takes 30-60 days to complete and analyse surveys, perform QA calibrations done, identify action plans and roll them out. If the next CSAT survey is already underway, your action penetration level may be zero. The result is a never ending cycle frustrates you and your customers because it doesn't yield the results you're after.

So what's the solution? Move from a reactive approach to a predictive one to gain insights from – and beyond – the surveys and make them actionable in much shorter time frames. Our cloud-based Predictive Experience (Px) Solutions suite is a proven way to improve CSAT.

We help you crash timelines by looking at multiple structured and unstructured data sources – survey data, CRM data, agent data, "in the moment" interaction data and social media sentiments – across multiple channels to determine your Net Experience Score (NES). This identifies drivers, provides insights and recommendations, and measures their impact on future CSAT. For example, Px Solutions transformed a 45 day turnaround first to weekly and then daily to improve CSAT by 15% in just 10 weeks.

What's more, Px Solutions can be easily integrated into your current operational ecosystem, so you can leverage what you have instead of re-inventing the wheel. These dashboards of agent and centre performance can be viewed any time, and reports can be generated on a daily basis if needed.