Agent CSAT, Customer effort Score or both after a recent support interaction?
I had an interesting conversation with a colleague today that how to gather valuable feedback after a resent Cuatomer Support Interaction.
Agent CSAT Should it be how satisfied were you with the agent, with an open ended follow up?
CES should be How easy was it for you to get the issue resolved with a followup ?
Agent CSAT will give an answer for agent quality and interaction, whereas CES gives you ease of transaction but might miss out on the agent part as Agent might be good but the wait time, IVR might be a frustration.
If we ask both with open ends it might be too much for a customer.
What do you suggest? CES, CSAT, both or something else?
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