No number for "how are we doing?"
Leadership asks; the honest answer is a shrug and a couple of recent anecdotes.
Solutions — Customer Service
Measure it, then coach it.
Most teams cannot answer "how good is our support?" with a number. We instrument CSAT, build the QA rubric, and turn both into coaching that actually changes outcomes.
01 — What it is
CSAT & Support QA, in plain terms.
CSAT and support QA are the measurement layer of a support operation: satisfaction surveys that tell you how customers experienced the help, and a quality-assurance rubric that tells you how the conversation actually went. Together they replace anecdotes with evidence. We instrument CSAT in Zendesk, design the QA scorecard, and build the review cadence that turns scores into coaching — and recurring low scores into root-cause fixes.
02 — The problems it solves
Sound familiar?
Reviews are vibes
Agent feedback depends on whoever reviewed the ticket and what mood they were in.
Feedback dies in a dashboard
CSAT gets collected, glanced at, and never turned into coaching or process change.
03 — How we implement it
From scope to live.
Instrument CSAT
Survey triggers tuned so you hear from a representative slice of customers, not just the angriest ones.
Design the rubric
A QA scorecard that grades what matters — accuracy, tone, resolution, process — with definitions reviewers can apply consistently.
Set the cadence
A sustainable review rhythm: which conversations get sampled, by whom, how often, and how scores are calibrated between reviewers.
Close the loop
Scores feed one-on-one coaching, and recurring themes feed workflow or knowledge-base fixes — so measurement changes something.
04 — Common questions
CSAT & Support QA, answered.
What is a good CSAT setup in Zendesk?
One that surveys a representative sample of solved tickets, keeps the ask short, routes low scores to a human follow-up, and reports trends by agent, channel, and issue type — so the score is both trustworthy and actionable.
What is support QA?
Support QA is the practice of reviewing a sample of conversations against a defined rubric — accuracy, tone, process, resolution — to grade quality consistently and coach agents with evidence instead of anecdotes.
Does a low CSAT score mean bad agents?
Often not. Low scores frequently trace to process problems — slow routing, missing knowledge, bad policy — rather than the person who answered. That is why CSAT works best paired with QA, which separates agent skill from system failure.
Related: Zendesk implementation & managed CX · All solutions · Talk to us
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