Key Takeaways

CSAT and NPS® Tech: Key Takeaways

• The CSAT scale has changed from 1-10 to 1-9
• NPS® Tech is calculated based on the score received regarding the Refer Tech question
• Since NPS® Tech is based on Refer Tech, this question has been moved to the end of each survey
• To ensure the customer answered the Refer Tech question without error, the following prompt has been added:
  • “You selected __; if this is correct, please press the star key; if this is incorrect, please select the pound key”
• Once the survey is completed, the customer will be prompted with the following options based on the score received for the Refer Tech question:
  • Customer scores tech between one and five
    • Press one to be transferred to Agent
    • Press two to record a message
    • Press three to end survey
  • Customer scores tech between six and nine
    • Press one to record a message
    • Press two to end survey