Today we only have the CSAT measurement automatically, which may bias some answers, since not having the problem solved does not necessarily mean that the service provided by the AI or the human agent was poor. In the same way, having the problem solved does not mean that the process was simple for the customer.

In view of this, the suggestion is to expand the survey at the end of the service, including the measurement of FCR and CES, in addition to the CSAT, which is currently being collected.

CSAT (Customer Satisfaction) → measures satisfaction with service. Did you like the service?

FCR (First Contact Resolution) → measures whether the issue was resolved at the first contact. Did you solve it or not?

CES (Customer Effort Score) → measures the customer's effort to resolve demand. Was it easy or was it hard?