Library · Refunds · How to run this
Macro paths can drag CSAT
Macro replies can leave a different CSAT than a human path. Delta = macro CSAT − non-macro CSAT. Type macro tickets, non-macro CSAT, and macro CSAT.
Pair: Macro CSAT delta on Refunds. Reopens: macro miss rate. Refund trade: CSAT vs refund cost.
What you type
Macro tickets — tickets that used a macro in the window (helpdesk export).
Non-macro CSAT — CSAT score on tickets without a macro in that same window.
Macro CSAT — CSAT score on the macro-touched path in that same window.
Delta points = macro − non-macro. Negative means the macro path underperforms. Fix or retire macros when the gap is material — do not invent a CSAT chip.
What not to do
Do not invent either CSAT score. Do not mix survey windows between paths. Do not treat reopen rate as CSAT. Do not ignore ticket count when the macro sample is tiny.
Related: Refunds, macro miss rate, CSAT vs refund cost, SLA breach cost.
Procedure
- Type macro ticket count for the window.
- Type non-macro and macro CSAT scores.
- Fix or retire macros when the delta is material.
Failure modes
- Inventing either CSAT score.
- Mixing survey windows between paths.
- Treating reopen rate as CSAT.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Macro CSAT delta
- Macro-path CSAT minus non-macro CSAT on the same window. Negative means the macro path underperforms.
Work with us — We run this job on your accounts. Services
FAQ
- Is this macro miss rate?
- Related reopen. [Macro miss rate](/manuals/gorgias-macro-miss-rate) is macro tickets that reopen. This page is CSAT on the macro path vs the non-macro path.
- Is this CSAT vs refund cost?
- Related score. [CSAT vs refund cost](/manuals/richpanel-csat-vs-refund-rate) prices CSAT lift against refund fees. This page is the macro vs non-macro CSAT gap only.
- What CSAT delta should I invent?
- None. Type both CSAT scores from the same helpdesk window.