Feedback
Solved and satisfied are different.
A customer can have their problem fixed and still have had a bad experience, or have a pleasant exchange that resolved nothing. Averaging the two hides both.
Two questions, two numbers
Did we solve it, and how was the experience. The second is optional and asked less often, because it is the less actionable of the two.
Grouped by cause
"Negative feedback is concentrated around delivery-time questions" is actionable. A satisfaction percentage on its own is not.
Never a per-agent league table
Satisfaction varies with the difficulty of what somebody was handed. Ranking individuals on it produces cherry-picking, and it is deliberately not offered.
Feedback
The rest of this area.
One question, answered honestly, that creates work when the answer is no.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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