Beyond CSAT: How customer satisfaction metrics are changing
Blog post from Intercom
Beyond CSAT, customer satisfaction metrics are changing to reflect the evolving role of support reps. As automation replaces simpler queries with humans tackling complex technical and emotional problems, traditional metrics like time to resolve become less indicative of customer satisfaction. To rethink KPIs, companies must balance customer satisfaction with operational efficiency, leveraging automation as a key opportunity for improvement. This shift highlights the need to look beyond CSAT to accurately convey the value support teams bring to businesses, focusing on factors that reflect customer feelings about interactions and internal quality standards.
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