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Tell us about your CSAT setup and goals

  • May 15, 2026
  • 1 reply
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helena_wang
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Before we dive in, we'd love to understand how you're currently thinking about CSAT at your company. This will help us prioritize what matters most to you during the beta.

 

Please share your thoughts on the following:

  1. How are you currently using CSAT scores in your team and review workflows? 
  2. What's the primary reason you want to use Smart CSAT? (e.g. identifying improvement areas, agent performance tracking, reporting to leadership, identifying at-risk customers)

No wrong answers here — this is purely to help us understand your starting point. Thanks in advance!

    1 reply

    rmace
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    • rmace
    • Conversationalist
    • June 8, 2026

    Looking forward to seeing the Smart CSAT feature continuing to grow and mature! 

    1. Currently we use the CSAT scores as a “general feeling” type tool. We don’t rely on them for any sort of performance reviews, but our managers do review them to see if they can identify areas for improvement. We currently use these for external communication only and we have excluded internal communications. 
    2. Our primary goal is to look for areas to improve and to possibly identify frustration with a specific client/contact before things boil over. Smart CSAT is very much a tool for monitoring, but not a metric we currently beyond that.
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