CSAT

“Everyone's data that works in a heterogeneous human AI agent environment, the CSAT is always top 10% for the agents. It's never number one. They never say that the number one most popular person is always a human, but the agent's always in the top.”

“So actually voice of customer or customer feedback is no longer necessary. You can now run generative AI on all these calls and you'll automatically now know earlier you used to ask for CSAT and NPS. All of those things are not required. You can actually prett…”

“My limited experience is that an S-tier agent is better than a C-tier employee. This is what across the contact center is. You usually see that the agents are like in the, they can't do everything, but they're in the top 10% of CSAT because what they do, they …”

“In later stages, you can start to look at other metrics like NPS, CSAT, time to launch, and your implementation. Those can be great metrics. Those sometimes can be, you know, easily gamed, so they don't necessarily provide the right insight for leadership or e…”

“Customer satisfaction, a simple CSAT metric is better. It has better data properties. It is more precise. It is more correlated to business outcomes.”

“This is something I hadn't seen ever in my history of SAS, but I see it all over the place now is CSAT and NPS down, but NRR up. This is reaction to stress.”

“We carry a 98, 99% CSAT. We, you know, we've gone The last seven days, we haven't set a single negative response. So and on multiple seven day periods, we average that. So across weeks, I mean, not a single negative interaction.”

“When he had his CSMs realigned around CSAT and NPS, his NPS went from negative to 50.”