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Hate, hate, hate CSATs!
At our center, CSAT is on a 1 - 5 scale, 5 being very satisfied. Our scores are based on either getting a 5 or not. So, if you get two 5's, and two 4's, your CSAT is rated at 50% - way below the "goal" we are supposed to maintain. And maintaining is extremely tough when you deal with billing issues all day. I mean, really, unless I'm giving company money away left and right, no way am I going to satisfy everybody!
At our center, CSAT is on a 1 - 5 scale, 5 being very satisfied. Our scores are based on either getting a 5 or not. So, if you get two 5's, and two 4's, your CSAT is rated at 50% - way below the "goal" we are supposed to maintain. And maintaining is extremely tough when you deal with billing issues all day. I mean, really, unless I'm giving company money away left and right, no way am I going to satisfy everybody!
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