Customer Satisfaction Rating

With AHT one of the two most important metrics in a traditional support operation, this is a method to quantify how satisfied customers are with service rendered. In nearly all cases, customer satisfaction ratings are based on self-reporting via surveys, which may range in scope from a simple post-episode question to dozens of detailed questions. The two most popular methods of quantifying customer satisfaction are NPS (net promoter score) and CustSat. While NPS proponents will argue that it is not actually a measure of customer satisfaction, that’s the way it’s most often used. (See also NPS)

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