CRT-261 · Question #86
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an…
The correct answer is A. Measure cases with and without articles attached with high CSAT scores. To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles…
Question
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?
Options
- AMeasure cases with and without articles attached with high CSAT scores.
- BMeasure cases with and without articles attached with high net promoter scores (NPS),
- CMeasure cases with and without articles attached based on case status.
How the community answered
(27 responses)- A81% (22)
- B7% (2)
- C11% (3)
Explanation
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer
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