Reporting CSAT Data to Employees

Marketing and management is prone to looking at things like mean, median, confidence intervals, and so on. They’re – presumably – looking at data analysis, trying to discover within the data if there is anything they can do to help the customers become more satisfied.

But the data averages are not as important to the employees that work at the lower levels – the ones that deal directly with the customer. These employees don’t understand how things like averages affect them, and may not really get the gravity of the data. It is for that reason you may want to change the way you present data when you are bringing it to the employees, turning it into data that is easily understood and can help shape their opinions of managing the customers.

One of the ways that was suggested was to present data using explanations of the numbers, and breaking it out into categories. Such as “34% of all customers indicated that their current satisfaction levels were “slightly dissatisfied or worse.” This will help give them a baseline for where they need to improve, and something to shoot for when it comes to improving their satisfaction efforts. You can also break out those numbers further, explain what you would like them to do to improve those numbers, and indicate goals that may help them improve (as well as rewards for their efforts).

There are many different ways to present data, but when you are showing it to the employees that deal directly with the customers, it is important to find a way that is extremely easy to understand, and can also be replicated to show employees whether or not they reached their goals. That is the best way to get noticeable changes within the company and make the data important to anyone that reads it.