What business drivers should be considered to improve customer satisfaction (CSAT)?

Focusing on the average speed of answer is a critical business driver for improving customer satisfaction (CSAT) because it directly impacts the customer’s experience when they reach out for support. Customers typically expect quick responses when they have questions or issues, and a shorter waiting time can significantly enhance their perception of the service quality.

When the average speed of answer is low, it indicates that customers are getting the assistance they need without long delays, which builds trust and positively influences their overall satisfaction. Quick responses can also reduce customer frustration and impatience, further contributing to a favorable impression of the service.

Other factors, such as increased agent salaries, hiring more agents, and extended service hours can also play a role in customer satisfaction. However, while these may address some underlying operational challenges, they do not necessarily guarantee an improvement in customer satisfaction unless they directly lead to more efficient handling of customer inquiries. The most immediate and tangible impact on customers is often observed through the speed at which their needs are addressed.