How to Consistently Get Great CSAT Scores

Consistently getting a great score on CSAT surveys requires developing a system and following a process. For any process to be successful, each step should be followed in the order it was designed. You should trust that each step will build upon the previous one, and thus achieving the purpose the process was designed to accomplish. Which is to get all 9’s on the CSAT survey and 100% on the Net Promoter Score (NPS), right? Not exactly.

Is it fair to say that all technicians have a goal, or desire, to get an overall score of 9 on the survey and 100% on the NPS? Or maybe an 8.9 and 95%. Whatever the numbers, whatever the goals, if everyone is shooting for the same numbers, then why do some make it and others don’t? Why do some succeed and others fail?

We all can hunker down and get motivated to get great scores when we the pressure is on. When company scores are down, DISH puts pressure on CJs. In turn, CJs puts pressure on the techs. Not just the guys with the bad scores, but everyone. Your scores are bad so you really focus hard on getting good scores, convincing the customer to “help you out” on the survey.

The push results in better scores. Enough to relieve the pressure. DISH eases up on CJs. CJs eases up on you. Crisis averted. Problem solved. For the moment. Time to relax. And then you slide right back into the same sloppy habits that got you the bad scores in the first place. You treated the symptom –low scores, without addressing the cause — the way you do your job and how you treat your customers.

Focusing only on goals can create a “yo-yo” effect. Without the “push” from corporate, you revert back to the same old ways (habits) and getting the same poor results. The purpose of setting goals is to get great scores on the CSAT survey. The purpose of building systems is to develop processes that ensure consistently providing “best in class” customer service over the long haul. A perpetual cycle of refinement and continuous improvement. Focus on your system and not goals.

“Ultimately, it is your commitment to the process that will determine your progress.”

James Clear, “Atomic Habits”

The following topics are overall building blocks to help you develop a system that will lead to consistently providing “best in class” customer service. When you focus on the system and the processes, you will get better each day. And as for the CSAT score and NPS? In the words of three-time Super Bowl winning coach Bill Walsh, “The score takes care of itself.”