Investigate Low CSAT and Detractors

This workflow helps you move from “CSAT dropped” to “here’s what caused it and what to fix.”

Goal

Identify the drivers of dissatisfied conversations and take action (coaching, process improvements, escalation handling).

Step-by-step workflow

1) Start with the CSAT dashboard

Set a time range (for example last 7 or 30 days).
Look for:
an increase in “Dissatisfied” buckets,
a downward trend in average CSAT.

2) Drill down to dissatisfied conversations

Click the bucket (for example CSAT ≤ 2).
You should land on a list of matching conversations.

3) Review a sample (5–10 conversations)

For each conversation: 1. Open the conversation details. 2. Review the CSAT value and explanation. 3. Confirm the evidence in the transcript/thread.

4) Categorize root causes

Create a simple tally while sampling: - long hold/transfer loops, - unresolved issue, - policy limitation, - agent empathy/communication issue, - product defect/outage, - billing/price confusion, - other recurring topics.

5) Take action

Examples: - coaching: share 2–3 examples with the agent/team lead - process: update scripts or knowledge base - escalation: flag a product/policy issue for leadership - monitoring: create a saved view for “CSAT ≤ 2” and review weekly

Tips for higher-quality CSAT reviews

Don’t overreact to a single call—look for patterns.
If calls are very short, CSAT may be less reliable. Use explanations to confirm.

Example: CSAT Dashboard drilldown

Figure: Start from the CSAT Dashboard and click a bucket (e.g., "Dissatisfied") to drill down to matching conversations.

Tip: Use the Notes feature on individual conversations to track your findings and coaching actions.