Customer Surveys: A Blunt Tool for CSAT Assessment

The importance of customer satisfaction (CSAT) is not lost on businesses. Yet, most contact centers engage with customers without a quantifiable CSAT in their interactions. The most frequent excuse – surveys are sent out at the end of each call. We all love a good survey, right? A quick way to gauge opinions, gather feedback, and feel the pulse of your audience. But when it comes to assessing the nuanced world of customer satisfaction (CSAT) in customer engagement, traditional surveys just don’t cut it.

First up is the response gap: Let's face it, most people hate surveys. They're interruptive, impersonal, and often feel like a chore. So, who fills them out? The disgruntled, the confused, and the bored – not exactly representative of your happy, engaged customers. This skewed data paints an inaccurate picture, leaving you chasing shadows instead of addressing real concerns.

Secondly, surveys typically offer a limited range of pre-defined options, forcing complex experiences into neat little boxes. Did the customer love the product but hate the packaging? Did the agent resolve the issue, but with a condescending tone? These crucial nuances get lost, leaving you with a bland "satisfied" or "neutral" that tells you next to nothing.

Thirdly, the path of least effort; clicking "not satisfied" is easier than typing out a detailed explanation. Surveys often prioritize quantity over quality, leading to a sea of unhelpful one-star ratings without context. You're left wondering what went wrong, why, and how to fix it – all because the customer couldn't be bothered to elaborate.

So, is there a better alternative? Ditch the blunt tool and embrace a more precise approach. Agmeta leverages Generative AI technology to provide a CSAT score on a scale of 1 to 5 for each interaction in the contact center. The solution also explains why that score was generated. By capturing the unfiltered voice of the experience, you'll uncover the true drivers of CSAT and unlock the secrets to building deeper, more meaningful customer relationships; something surveys just can’t do.

Agmeta, Better AI

Agmeta is a Silicon Valley startup that was founded with the specific goal of bringing the benefits of AI to businesses – in a demonstrable, measurable, and cost-effective manner. Our use of AI and Generative AI is enterprise-ready - delivers value quickly and has the guardrails to prevent undesirable accidents, so CxOs can be confident in benefiting from these technologies. To experience the power of Agmeta, request your demo, or get started with us here.