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Hey @Sylwia Miela10 In a previous SaaS company I have worked for we were allowing appeals and also changing scores retroactively whenever the new assessment invited us to do so. At least in our case, changing the score was a... (More)
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Setting up the processDiscussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Discussions and questions around setting up the conversation review process: rating scales, peer review vs manager review, etc.
Question
Setting up the process
Answer
Setting up the process
Hey @Sylwia Miela13!
Based on my own experience in doing it + the experience of hundreds of companies that I've talked to about this, I would say that "the more, the better" but less than 5% of volume (total... (More)
Answer
Setting up the process
Hey Katerina,
Oh how I hear you! CSAT is often not about that specific interaction, and it's more a reflection of how the customer felt this day (which may or may not be connected to the problem they had).
That... (More)
