Purpose:
Section titled “Purpose:”The purpose of addressing CSATs is to better understand the customer experience and identify areas of improvement for our service delivery team.
Scope:
Section titled “Scope:”The scope of this work instruction include service desk employees, customer success leadership and the customer themselves.
Responsibility:
Section titled “Responsibility:”The responsibility of addressing Acceptable and Poor CSATs is with service delivery leadership.
Completion Criteria:
Section titled “Completion Criteria:”Addressing a CSAT has been completed once client concerns have been addressed with both the client and CIT employee and how to prevent or address future concerns of the same nature have been discussed.
Records:
Section titled “Records:”Not applicable
Steps:
Section titled “Steps:”- Follow KB00002962 on accessing CSAT comments and locate review you want to address.
- Review all comments left by the client.
- If comments are related to something that cannot be reviewed in text (tone, rudeness, etc.) review KB00020585 on how to pull the call.
- Locate the ticket number associated with the comment and pull it up and review all customer and internal notes.
- Contact customer within 24 hours to gather any information and let them know we are addressing their comments.
- Determine next steps.
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If there is a clear policy violation, locate the documented policy and provide your findings to HR
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If the reviewing supervisor has questions on any comments left by the customer that cannot be found by documentation or the call recording, contact whomever can assist with addressing, this can include the client or the CIT employee
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If there is a process breakdown, locate the documented process and review with owner on how this can be improved
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If documentation does not exist causing the negative review to occur, reach out to the team that owns the process and work together to get the process documented
- Once the correct action for the CSAT for step 4 has been completed, reach out to the CIT employee to review your findings. This can include reviewing the call together, reviewing a timeline or discussing any breakdowns that might have occured.
- Reach out to the client to let them know what action was taken, this can be done by email.
- Add a tag on the CSAT indicating that you have reviewed it. Example “Reviewed by Christina”
Process References:
Section titled “Process References:”- Create a relationship back to related process. Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.