Why CSAT Matters

At Nucleus we watch CSAT (client satisfaction) like a hawk on a daily, hourly, and per-ticket basis. We need to keep our finger on the pulse of what’s working and what isn’t. It amazes me to this day that we onboard new clients that come from a system where they have no means to submit feedback. At the end of the day, we’re providing a service that impacts day-to-day business operations and we encourage real-time feedback with our clients to not only improve our service delivery but to also provide us with coaching insights for our team.

Each and every ticket interaction between our clients and our team provides the ability for users to submit feedback via a happy face, neutral face, or sad face:

This logs the interaction in our system and updates a dashboard in real-time so we can monitor daily interactions with our clients. In the event a client has a negative experience, this triggers an alert in our system that is investigated immediately by our Pod Manager who can then either engage the client directly or use it as an opportunity for coaching the team.

We take a proactive approach to managing CSAT and encourage our clients to use this feedback mechanism wherever possible but we also believe in transparency and is why we’re happy to share our global net CSAT score from the past 90-days below. This information is also displayed on our dashboards in our office and is front and center for guests to see when they visit as we work extremely hard to keep our clients happy!

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