Robert Jew, Senior Director of Business Solutions, Bomgar

When measured correctly, Customer Satisfaction (CSAT) data can open a window into your customer base. The cornerstone of every support organization should be an effective process for gathering, analyzing, and applying CSAT data. Bomgar’s Senior Director of Business Solutions, Robert Jew, will outline a methodology for creating a successful CSAT program, focusing on four major components: survey design, survey administration process and roles, performance reporting and evaluation, and analysis of drivers and causes.