Predictive CSAT is a way to measure customer satisfaction without sending a survey, and it begins calculating shortly after the ticket is created. It's a combination of data points based on the language used by the customer, the context of the messages, the number of interactions on the ticket, the emotional state of the customer, and the time to reply/resolve the issue. Predictive CSAT can produce results on the first customer message if there is enough context provided, but can take up to 3 interactions before it shows a score.
To see P-CSAT in tickets, just search for "Stylo" in your list of ticket fields and add P-CSAT to your ticket forms. You don't need to have it on a ticket form If you'd prefer to keep it off of the form but see it in reports, as it's always running in the background on every ticket regardless.
As for accuracy - We took data from NPS and CSAT calculated via traditional surveys and compared the results with Stylo's predictive scores. With a correlation coefficient of 87% for NPS and 91% for CSAT, Stylo allows you to hear your customers' voices as if all of them filled a survey out. Try it side-by-side with your existing CSAT surveys and you'll see for yourself. Download our free trial app into your Zendesk Support instance and give it a whirl.
Please sign in to leave a comment.