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 with no client comments is completed either once client comments have been received or a week has passed with no feedback.
Records:
Section titled “Records:”Halo Surveys
Steps:
Section titled “Steps:”- Follow KB00002962 on accessing CSATs and locate review you want to address.
- 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 feedback they might have on their experience.
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If contacting by phone, ask the client for any feedback regarding their experience and if anything could have been done to improve
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If contacting by email, send to organization domain with the following template:
Subject: Your Feedback Helps Us Excel - Share Your Thoughts!
Dear NAME,
I hope this message finds you well. I’m reaching out regarding your recent interaction with centrexIT’s Service Desk, specifically concerning ticket number TICKET NUMBER about REPORTED ISSUE.
While we’re glad to hear your experience was acceptable, our goal is always to exceed expectations. Could you share any specific areas where our service could be improved? Your insights are incredibly valuable to us, and we’re eager to learn how we can make your next experience truly excellent.
We greatly appreciate your feedback. We look forward to making your future interactions with our Service Desk even more satisfying.
Thank you for your time,
- If customer can be reached by phone, document comments and start on KB00022233 at step 5.
- If email is sent, tag the CSAT as “awaiting feedback” and wait for a response.
- When feedback is received via email, review KB00022233 and start at step 5.
- If feedback has not been received via email within five business days, remove the “awaiting feedback” tag and add a “no feedback” tag.
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.