ROI Toolkit

CSAT (Regulated)

The Equation

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The methodology

An example organisation using the CSAT (Regulated) metric

Things to consider

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Key research/insight from us

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How we can help deliver this metric or improvements to your company

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Increase Revenue Metrics

A/B testing v Retention/Churn

A/B testing v Retention/Churn

Broken Promises v Lifetime Value

Broken Promises v Lifetime Value

Collect CSAT/NPS data

Collect CSAT/NPS data

CSAT/NPS v Retention/Churn

CSAT/NPS v Retention/Churn

Customer Lifetime Value

Customer Lifetime Value

Debt Resolution v Customer Lifetime Value

Debt Resolution v Customer Lifetime Value

Marketing spend v conversion rate

Marketing spend v conversion rate

Outbound service v increased sales

Outbound service v increased sales

Word of Mouth (SME)

Word of Mouth (SME)

Reduce Cost Metrics

Complaints Handling

Complaints Handling

CSAT (Regulated)

CSAT (Regulated)

Employee Engagement v Reduced Costs + CSAT

Employee Engagement v Reduced Costs + CSAT

Failure Demand Reduction

Failure Demand Reduction

Resolution v Compensation

Resolution v Compensation

Technology v Cost reduction

Technology v Cost reduction

We provided XYZ across multiple sectors

Utilities

Utilities

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Insurance

Construction & Real Estate

Construction & Real Estate

Business Services

Business Services

Automotive

Automotive

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