Case Study + Simulation Illustrative simulation · fictional data

Maintaining High CSAT — The Simulation

Experience a personally owned escalation and a redesigned customer touchpoint.

Read the real case study and results

The challenge

Fluctuating CSAT scores due to inconsistent touchpoints and unresolved customer issues.

The approach

Leader as first point of contact on escalations
Feedback themes reviewed with CX, support & product
Touchpoints redesigned, not just tickets fixed

Interactive step-through

Turning frustration into satisfaction

Illustrative simulation · fictional data

A re-enactment of how the approach works in practice. Names, tickets and numbers on these screens are fictional; the real outcomes are described in the case study above.

Step 1 of 4

Status:At risk

Low survey score triggers an alert

SurveyPost-resolution survey

Simulated

Score: 2 / 5
Comment: “Third time explaining the same problem.”

Low scores are treated as a signal to act, not just a number on a report.

Signals to watch

CSAT: Post-resolution
Repeat-contact rate: Per issue
Top frustration themes: Monthly

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