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Hear the customer. Understand the experience.
Bring customer feedback into the service conversation. CSAT Customer Satisfaction and agent scoring offer two perspectives on where the experience works—and where it needs attention.
Explore the evaluation journeyTwo signals. A fuller view of service.
CSAT
The customer’s perspective
A direct response to a question about satisfaction with a specific interaction. The rating tells you how the customer saw that experience.
Source: the customer’s response
AGENT SCORE
A broader performance view
Read customer satisfaction and service-quality indicators together to understand the experience behind each score.
Source: combined evaluation signals
A customer rating and a composite agent score are different measures; they should not be presented as interchangeable.
Read the number with its sample.
80%
Satisfied responses
16 of 20 responses
16 satisfied
3 neutral
1 dissatisfied
16 ÷ 20 × 100 = 80%
Read the rating distribution alongside the number of responses and the customer’s feedback.
A percentage starts the discussion. Context makes it useful.
Before comparing results, look at how many customers responded, which interactions were included and whether the same scale was used.
A small sample can change sharply with one new response. Review recurring feedback alongside the number before deciding what to improve.
Ask at a moment the customer can evaluate.
Collect customer feedback after the service interaction to guide team improvement.
01
An interaction concludes
Choose the service moment you want to understand.
02
The customer responds
Keep the question focused on that experience.
03
The team reviews
Connect the feedback to a practical improvement.
Keep customer feedback connected to the service interaction.
Give every response a purpose.
Use feedback to guide the next conversation with the customer or the next coaching session with the team.
“The answer was clear, but I had to explain my request twice.”
Keep what worked
Use the clear explanation as a coaching example.
Investigate the friction
Review how the request passed between colleagues.
Choose one improvement
Agree on the information needed before a handover.
Build a measurement approach that fits your service.
Discuss the interaction to evaluate, the question to ask and how your team will use the result with UCaaS.
Use customer feedback to identify coaching needs and improve your team’s service.
Talk to the UCaaS team