At EMBER, one of our core values is Relentless Service and for me, that means always looking for ways to do better for our clients. I’ve learned that the best way to improve is simple: ask for feedback and listen. That’s why CSAT scores (Customer Satisfaction scores) are so important in my role. They give us a real look into how people feel about the support they’re receiving, not just whether their issue was resolved.
In August, we decided to switch things up and implement a new CSAT survey method. It may not sound like a big change, but it’s already had a huge impact and it’s helping us live out our commitment to relentless service every single day.
Why CSAT Scores Really Matter
When it comes to IT support, success isn’t only about fixing a technical issue. It’s about how the client feels during and after the process. Was the technician helpful? Was the issue resolved quickly? Was the communication clear?
CSAT scores give us insight into these experiences. They let us know if we’re meeting expectations, exceeding them, or falling short. Without this feedback, it would be like driving without a dashboard, moving forward, but blind to speed, fuel, or direction.
Making the Switch to a New Survey
Before August, we actually had two different surveys for clients to fill out. While this worked, we noticed response rates weren’t as high as we’d like, and the feedback didn’t always reflect the true picture of client sentiment.
So, we made the decision to streamline things and roll out a single, easy-to-use survey. Now, clients get one short survey right after their issue is resolved. It only takes a moment to fill out, but the feedback we get is so much richer.
Since making this change, we’ve seen:
- Nearly double the number of surveys coming back each month
- Feedback that’s timelier and more accurate
Our clients feel that their voices are being heard more effectively
To me, that’s a win-win. Clients have an easier way to share their voice, and we get better insights to keep improving.
Holding Ourselves to a Higher Standard
One thing I really appreciate about this new method is that it holds us accountable in a whole new way
If we only get one survey in a month and it’s negative, then our score takes a hit—it’s that simple. And while that can sting, it also keeps us honest. Relentless service means not shying away from tough feedback, but leaning into it.
This approach challenges us to stay focused on every single interaction, knowing that every client experience matters. It keeps us accountable, humble, and motivated to deliver consistent, high-quality support.
What This Means for Clients
For clients, this change isn’t about surveys or numbers but instead, it’s about making sure their voices are heard. With our new process:
- Every response matters – your feedback directly impacts how we measure success.
- We can respond faster – real-time input means quicker fixes and improvements.
- Service gets better – patterns in the feedback help us adjust processes and prevent recurring issues.
- Partnerships get stronger – when clients see us listening and acting, it builds confidence and trust.
At the end of the day, relentless service means putting people first, and this new approach helps us do exactly that.
Building Trust Through Transparency
I love that this process also makes us more transparent. Positive scores let us celebrate our team’s hard work. Negative ones give us a chance to reach out, learn more, and fix what went wrong. Either way, we’re not just collecting numbers, we’re having conversations, and those conversations make us better.
That’s the heart of relentless service: being open, honest, and committed to improvement.
Final Thoughts
The shift to a new CSAT survey method at EMBER is more than just a process update, it’s a reflection of our values. We believe in listening, learning, and continuously striving to do better. We’re seeing more feedback, learning more from our clients, and holding ourselves accountable in new ways.
For me, it comes back to EMBER’s core value of Relentless Service. We don’t just want to resolve tickets, we want to create better experiences, stronger partnerships, and a real sense of trust. This survey method helps us do that by keeping client voices front and center.
Because when clients succeed, we succeed, and that’s what relentless service is all about.