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DSAT Development
Dissatisfied / Negative Surveys
As much as we all would love to only hear praise about how good our products and services are we are also obligated to review, respond, and reflect on the negative (dissatisfied) customer surveys.
The surveys both good and bad hold a high value of information. The negative ones usually have areas of opportunity specifically directed towards an ongoing issue or a particular interaction causing the consumer to react negatively and voice their frustration or experience.
For the people who handle the interaction either leading to or dealing with the situation, their opportunity to reflect on the DSAT is key for improvement and who the complaint truly belongs to.
In the years I have worked in this CSAT centric environment, I have found the most useful tools are simple human soft skills. Anyone with a reason to call/chat/email a company to resolve something, buy, follow up, file a complaint, or whatever it may be, the one thing they all have in common is people want to be heard and acknowledged. Rapport and empathy come second, because one has to listen first in order to understand and respond appropriately.
DSATs are typically received as a negative on the employee or business. However, they should be considered as important as the CSATs, as there may be areas in the business or employee handling the interactions with the customers that need something improved. Sometimes big findings come out of a trend of DSATs where greater and wider adjustments and fixes to the operation need to be addressed and conducted.
DSATs lead to a healthier workforce if an organization implements a strategy which empowers employees to research their possible mistakes or mishandling. When a trend is uncovered there may be a reason to conduct a larger scale training or redirection leading to improved processes.
The science of DSAT management methodology is one of the greater key assets any company in today's competitive environment should focus on.
-Sheridan
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