Throwing out Bad CSAT Ratings for Insight Reports


  • Ashish Sharma
    Comment actions Permalink

    The agent, the manager (Service Delivery Manager) and the Customer Success Manager all get notified when there's a bad rating given. It captures the details of the client, the agent, and the comments from the client. We three then review it to determine whether the bad rating should be accepted or not. I even have a little template (macro) that I use (posted below for you) so that when it comes to performance review time I have a quick summary of whether it was rejected or not and why. Along with doing this, you could also add a tag to the tickets that you want to knock out of the data pool (ie csat_bad_rejected) and use that to filter your results, although you will have to do this before the ticket moves into a Closed state.


    Bad CSAT Rating Review Template: 

    • First Reply SLA: Achieved / Breached
    • Resolution SLA: Achieved / Breached
    • Regularly Updated: Yes / No (if you use or have Update SLA's, you could put that here instead).
    • Quality of information by agent: Poor / Good / Great / Amazing!
    • Client Engagement: Poor / Good / Great
    • Client Comments Justified: Yes / No
    • Revoke bad rating: Yes / No
    • Comments/Notes: 
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for taking the time to share this Ashish!


Please sign in to leave a comment.

Powered by Zendesk