The IM_CSAT Compliance Dashboard aggregates Customer Satisfaction (CSAT) compliance reports to deliver insights into user satisfaction across different service dimensions. It helps support leaders evaluate the effectiveness of service delivery, identify areas needing improvement, and drive accountability at both individual and team levels.
Includes the Following Reports:
CSAT Compliance by Analyst – Measures CSAT compliance per analyst, highlighting individual contributions to customer experience.
CSAT Compliance by Category – Tracks satisfaction levels across different incident categories to uncover recurring pain points.
CSAT Compliance by Classification – Displays CSAT trends based on classification levels for more targeted service quality analysis.
CSAT Compliance by Workgroup – Shows team-level performance in meeting CSAT expectations.
CSAT Compliance by Priority – Evaluates satisfaction scores relative to incident urgency, helping assess if high-priority cases are handled effectively.