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Post the weekly CSAT digest with verbatims

Every Monday Dash posts the week's satisfaction scores with the comments actually worth reading, separates the complaints that name a product problem from the ones that name a support problem, and flags the accounts where the score moved.

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9:41
#customer-success 12 members
Dash
Dash App

CSAT for the week to 29 August: 4.4 of 5 across 118 responses. Down from 4.6, and the reason is specific rather than general.

  • 5 star · 71
  • 4 star · 29
  • 3 star or below · 18 · up from 7 last week

What the 18 actually say. Twelve name the same thing: the export that has been failing since the 24th. That is a product issue arriving as a support score. Four are about reply time on Tuesday, which was the day two people were out. Two are unrelated one offs.

Worth reading in full

  • "Third time this month I have had to ask for the file to be sent manually. Your team is great, the export is not."
  • "Answer came in eleven minutes with the actual fix, not a link to an article. More of that."
If the export fix ships this week, expect the score to recover on its own. Treating this as a support quality problem would be the wrong read.
Felix
Felix
Which accounts are in the 18?
Dash
Dash App

Listed in the thread with the score and the verbatim next to each. Three of them have a renewal inside 90 days, and all three are export complaints, so they are the ones to reach out to rather than the whole list.

I have not contacted anyone. Say which of the three you want a draft for.

+ Message #customer-success