CSAT is Still the Most Used Metric in the Contact Centre Industry 4,832 Filed under - Archived Content Despite being a very old metric, 78% of industry professionals noted that they still use Customer Satisfaction (CSAT) in their contact centre. In fact, according to our poll, CSAT surpassed the next “most-used” metric in the contact centre, Agent Utilisation, by 13% and First Contact Reolution by 14%. In relative terms, the “new-boy” on the metric block, Net Promoter Score, is not as yet anywhere near CSAT in terms of popularity, only being used by a third of our participants contact centres. Poll – “What measures do you use in your Contact Centre?” – answers Agent Utilisation – 65% Customer Satisfaction – 78% First Contact Resolution – 64% NetPromoter Score – 33% Value of a call (e.g. sales value) – 28% Source: Call Centre Helper webinar: 10 ways to improve First Contact Resolution Sample size – 268 Date: March 2013 Author: Jo Robinson Published On: 25th Jun 2013 - Last modified: 18th Feb 2020 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter