This article outlines the best practice for transitioning from your current CSAT metric to HappySignals, while maintaining comparability of results.
We recommend that organizations with contractually binding CSAT thresholds, included in their Service Level Agreements (SLAs), adopt a phased approach when transitioning from the current CSAT to HappySignals.
Our recommendation is to plan for a 3 month transition period, during which HappySignals and the existing CSAT are run in parallel to get comparable average scores from both surveys.
Is there a direct conversion table that would work?
No, not really. Based on our Global IT Experience Benchmark, we know that the voting patterns vary between different countries, different types of surveys, the wording in the surveys etc.
Establishing a comparable baseline is recommended to avoid any surprises in one way or another.
Recommended process during a 3 month period
The exact process can vary, but the most important goal is to get data from both types of surveys, used in comparable incidents/requests, in order to understand the comparable average satisfaction/happiness level.
During 3 months
- 50% of customers/end-users receive HappySignals surveys at the closure of tickets/requests
- 50% of customers/end-users receive the old CSAT survey at the closure of tickets/requests
After 3 months of collecting data from both types of surveys
- What is the average score from the CSAT surveys?
- What is the average score from the HappySignals surveys?
- The comparable average scores are used to establish the conversion from CSAT to HappySignals
We can help with the specifics
This is our general recommendation, validated by our data scientist. If you wish you discuss the specifics of your exact situation, reach out to your main contact at HappySignals.