A CSAT, or customer satisfaction score, is a crucial metric used to measure your clients’ happiness with the customer service that they have received from your help desk. Steps taken to increase this score play a vital role in customer contentment, retention, and referrals.

What is the best way to ensure that your service technicians are following best practice procedures and in turn giving your customers more reasons to smile back with a positive CSAT rating?

Keeping feedback to your technicians timely, quantitative, and unbiased is the key to providing your team with the specific guidelines that they need to succeed. Check out this post for more information.

Alona Bolotnikova is committed to increasing client satisfaction and retention for managed service providers. Her years of experience in customer service and an overzealous eye for detail helped form Perfecting Service, “the best-kept secret for MSPs."