Operational and qualitative paths to better CSAT — Axendi’s approach

How can contact centers improve CSAT in a practical and repeatable way? 

At Axendi, we apply CSAT improvement strategies built on a dual-lens approach: operational excellence paired with qualitative insight. This balance allows our partners to deliver consistently high-quality experiences that strengthen satisfaction over time, instead of creating short-term metric spikes.

 

What CSAT really means 

CSAT (Customer Satisfaction Score) measures how satisfied a customer is with a specific interaction or with overall service, typically on a 1–5 scale, asked immediately after contact: 

“How satisfied were you with the service you received?” 

A score (e.g. 80% satisfaction) gives direction — but numbers alone don’t tell the full story.
Understanding what sits behind the score matters more than the score itself. 

Long waiting times (ASA, SL), unresolved issues (FCR), rigid scripts, or unclear communication can all reduce CSAT even if technical metrics look fine. That’s why our methodology connects data, context, and human insight. 

 

Operational drivers of CSAT 

Operational excellence forms the foundation for consistently positive experiences.

At Axendi, we focus on five core levers: 

• Empathy & emotional understanding — authentic, human interaction
• First Contact Resolution (FCR) — one touchpoint, solved problem
• Accurate and complete information — trust through competence
• Clear communication — simple, confident language
• Proactive problem-solving — going beyond scripts when needed 

 

These capabilities are supported through: 

• structured training, 

• live quality monitoring, 

• targeted coaching, 

• digital enablement and knowledge tools, 

• gamified engagement systems to sustain motivation. 

 

Operationally strong teams set the baseline for high CSAT — and qualitative methods help elevate it further. 

 

Qualitative methods: turning feedback into improvement 

Metrics show what happened. Customer comments and agent context show why. 

We pair CSAT analytics with: 

• sentiment and voice-of-customer review,
• call analysis and shadowing,
• structured coaching plans,
• insight-driven agent development,
• real-time feedback loops. 

 

Tailored actions by performance level 

When CSAT dips 

• Shadowing with senior agents 

• Weekly 1:1 coaching focused on empathy and listening 

• Daily review of low-rated interactions 

• Immediate improvement feedback 

• Mini-contests and recognition for progress 

 

When CSAT meets expectations 

• Ongoing quality monitoring 

• Daily CSAT score sharing with teams 

• Reinforcement of positive behaviors 

• Confidence-building coaching cadence 

 

When CSAT exceeds targets 

• Top agents act as peer mentors 

• Best-practice workshops 

• Peer recognition programs 

• Customer comments used as training material 

These actions help ensure that high CSAT becomes repeatable, not accidental. 

 

Building a feedback culture 

We treat feedback not as evaluation but as conversation and learning. 

Every comment, survey response or customer exchange becomes an opportunity to improve csat in contact center. 
We support teams and clients in: 

• identifying root-cause drivers behind results, 

• designing targeted interventions, 

• improving processes and knowledge flows, 

• connecting customer sentiment to business value. 

 

This ecosystem is supported by Axendi tools such as: 

• Boromir: agent performance analytics 

• Rosetta: feedback and NPS analytics 

They help close the loop between insight and execution. 

 

From measurement to meaningful action 

Improving CSAT requires balance: discipline in operations and empathy in service delivery.
It’s not enough to collect scores. Organizations need to listen, interpret, act and evolve. 

By combining operational precision with qualitative understanding, Axendi helps companies turn every interaction into value: 

• stronger satisfaction and loyalty, 

• lower churn, 

• more confident teams, 

• better customer lifetime value. 

CSAT becomes not just a number but a system for continuous improvement. 

 

Summary 

Improving CSAT means connecting data with human insight.  Axendi applies a dual-lens approach, balancing operational KPIs (FCR, ASA, AHT) with qualitative coaching, empathy training, shadowing, and customer-comment analysis. In our customer support services, this model turns CSAT from a score into a capability: a way to continuously enhance service quality, build customer trust, and support scalable, customer-centric operations.