An Introduction to Customer Satisfaction Metrics

Actionable Ways to Improve on the Metrics that Matter

Your agents are responsible for a ton of data around customer interactions, like Average Handle Time or Average Reply Time, the percentage of customer issues that are fully resolved, and - of course - how satisfied your customers are.

But when it comes to customer satisfaction, where do you start? Download our guide for in-depth insight into:

  • four main customer satisfaction metrics,
  • how to calculate each metric,
  • when to use one metric over another,
  • how to improve your customer satisfaction scores,
  • ...and so much more!

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Relied on by service-focused brands around the world

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Get real-time customer feedback on agent performance.

Customer Feedback on Agent Performance

Capture customer feedback on agent performance at scale and measure against the KPIs - like CSAT, NPS, and CES - that matter to you.

Supercharge coaching and QA

By linking QA reviews with customer feedback, you can quickly highlight how your internal quality measures stack up against customer-rated performance. Keep a bird’s eye view of review metrics to help evolve and enhance what quality really means to your brand.
Supercharge your agent coaching and QA processes.
Integrate Stella Connect with whatever CRM your team works out of.

Turnkey Integrations

Stella Connect integrates with all major CRM and ticketing vendors, creating a holistic ecosystem for greater frontline efficiency, quality, and action - all with no interruption to your agents' workflows.
Humanize your Customer Service

Humanize your Service

Grow the human relationship between your customers and your brand with Stella Connect. Using personalized bios and agent icons in feedback requests drives response rates of 10x industry averages.

Understand, Measure, and Improve on the Metrics that Matter

Download our Introduction to Customer Satisfaction Metrics to set your team up for success and improve on the KPIs that matter most to your organization.
Get the Guide