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How DSAT Scores Help You Uncover Gaps in CX
Sep14

How DSAT Scores Help You Uncover Gaps in CX

It’s a familiar scene: a customer contacts your service desk for help. They’re unhappy to begin with, and a frustrating conversation or unsolved problem leaves them straight up disgruntled. This is where CSAT and DSAT scores come in. Ultimately, the agent ends up disheartened, too. You get back the customer satisfaction (CSAT) survey: one star out of five. At worst, these situations harm your brand and your people, and the CSAT score...

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