CNX PS-Offshore CSAT Improvement Survey
Name (optional): 


A red asterisk (*) indicates required questions.

  1. Getting a high CSAT score is controllable.*
    Yes
    No


  1. What do you think is the main reason why PCAs are getting low CSAT score in a call?
    (Select all that apply and add more answers)
    *
    Long Call (ex. Multiple concerns, multiple medication)
    Billing Issues
    Delayed Medications
    Others


  1. Rank the choices below, according to which needs to be prioritized to improve CSAT score? (5 being the most important and 1 the least important)*
        1 2 3 4 5
    Product Knowledge/SOP Reviews  
    Tips on lowering AHT (suggested scripting)  
    More coaching sessions  
    Language/Communications Training  
    CSAT Tips (Job Aids, Sessions)  


  1. In which call type do you think you are always getting a negative response from your caller, possibly resulting to a failing CSAT score? (Select all that apply)*
    Order Status
    Billing
    Claims
    Refills
    Drug Coverage
    Plan Design/Group Benefits
    Others


  1. What help do you need from Training Department to improve your CSAT?*


  1. What help do you need from Quality Department to improve your CSAT?*


  1. What help do you need from Operations to improve your CSAT?*





Saibal Bose
Learning and Quality Excellence
Concentrix
Bangalore