The DSAT process is how we analyze, interpret, and react to negative Customer Satisfaction (CSAT Ratings).
How does it work?
This system functions as a back-and-forth between TLs and QA, ensuring quality, timely follow ups on conversations, and consistent tracking and coaching around behavioral issues that negatively impact the company’s CSAT rating.
Why do this?
DSATs are an important diagnostic opportunity for viewing rep performance, and improving the quality of our overall customer service.
DSATs that don’t relate to reps are useful for looking at processes and product issues that are causing negative customer sentiment.
If I have questions, who do I ask?
Isa is the valiant champion of our DSATs, but Catt can also help!