Identifies what drives CSAT up or down by segment and capability.
Activation complexity
Medium
Time to activate
14-21 days
Volume share
15-25% of role volume
Impact range
Directional with confidence bands
Inherited pricing
€80.00 – €220.00 per analysis delivered
This capability shares the Support Operations Analyst's metered unit. A analysis delivered is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
CSAT Driver Analysis decomposes CSAT movement by segment, theme, capability, and rep cohort — with statistical confidence — so decisions target the drivers, not the symptoms.
Workflow summary
Pulls CSAT data, decomposes drivers, scores segments, reports shifts.
Stages
Decision logic
Uses driver decomposition and segment analysis to attribute CSAT shifts to operational causes.
Systems and data
{"CSAT platform","help desk"}
{"CSAT scores","segment tags","theme links","capability tags"}
Exceptions & human handoff
Driver conflicts or novel segment shifts route to the support leader.
Driver ambiguity, novel segment behaviour, or conflicting signal.
Readiness
CSAT feed wired, segment tagging consistent.
Owner on client side · Head of Support
Impact contribution
15-20% of role impact comes from CSAT-driver clarity that steers program investment.
Primary KPI · Driver identification · Directional with confidence bands
Prerequisites
Activating CSAT Driver Analysis in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Operations Analyst and CSAT Driver Analysis pre-selected. You can add other capabilities during the conversation.