CSAT, as a support metric, is fundamentally flawed. There, we said it.
On one hand, it provides a valuable peek into a customer's feelings after interacting with a member of your support team, and attempts to quantify a qualitative experience from a primary stakeholder's perspective. Great!
On the other hand, as we've all undoubtedly seen, CSAT often becomes a place for customers to vent about an unpopular policy or feature which a support team member may have little or no direct control over. This is helpful product guidance but can demotivate an otherwise-helpful person or team when used as an individual performance metric. Not so great.
Instead of highlighting CSAT, Sidekick focuses your team's attention on meaningful and actionablefeedback straight from the experts: you and the other members of your team! Together, you'll see areas for opportunity no customer would have (is your team utilizing tools effectively?) and improve customer experience through coordinated peer to peer feedback (do your team members know who to ask for help for a particular issue?).
It's not that CSAT didn't help us get to where we are today, it's just that CSAT won't help us get to where we want to be tomorrow.