Quick answer
CSAT is the core object here; understand the problem it solves before choosing a tool or workflow. CSAT is an outcome metric, not the absolute truth of one ticket.
Why it matters
Without the concept, format, permission or compatibility issues are easily misread as tool failures.
CSAT is affected by survey timing, wording and sample.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- CSAT is affected by survey timing, wording and sample.
- With small samples, read trends and segments rather than one headline score.
- Read CSAT with FCR and rework rate.
FAQ
What is CSAT?
CSAT is the core object here; understand the problem it solves before choosing a tool or workflow. CSAT is an outcome metric, not the absolute truth of one ticket.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Qualtrics CSAT