Aligning Your CSAT Measures to Your Purpose

Support organizations focus very much on what needs to be done and how to do it. Our metrics and processes are built in a way to measure these specifically, including CSAT. However, are we driving the behaviors that truly increase CSAT and customer loyalty? How are these affecting our ability to truly become a differentiator with customers and contribute to renewing and expanding accounts? At Coveo, we took to time to define our purpose (WHY Statement) so that the entire team would be aligned and inspired by it. We then took the time to review our transactional surveys to adapt our questions to ensure that we would be measuring the areas we believed are aligned with our purpose statement. In this session, we'll go through our redesign process and preliminary results. We'll be interested to interact with you to compare how you are measuring CSAT and loyalty, and how it aligns with your purpose.