CSAT Health Check for IT Service Desks

In 2 minutes, this self-assessment helps you spot the most common CSAT weaknesses in ITSM: low coverage, biased sampling, “score-only” reporting, and improvement plans that don’t move the needle.

 

What you’ll get (instant results)

At the end, you’ll land in one of three maturity levels:

  • Experience-Driven: Your CSAT is designed around experience outcomes and is trustworthy enough to steer continual improvement and communicate value.

  • Established: You have a workable CSAT program, but there are clear gaps (coverage, bias, “why”, or governance) that limit how confidently you can use it.

  • Foundational: CSAT exists (or is being built), but the current setup is too thin or inconsistent to guide decisions. You’ll benefit most from getting the fundamentals right first.

 

Each result includes:

  • Your strongest and weakest areas

  • A short list of fixes to prioritize (what to change first)

  • A clear next step (self-serve improvements or deeper diagnostic)

How it works

  • Answer 11 questions (multiple choice)

  • Get your score and maturity level immediately

  • See what to fix first (practical recommendations you can act on)

Does your CSAT hide more than it reveals?

Traditional CSAT leaves you with a single average score that might look green on a dashboard, but tells you very little about where employees are actually unhappy or losing productivity.

It may have been in place for years, yet few people truly believe that number reflects the real end-to-end experience of end-users.
  • Scores but no reasons
  • Low response rates
  • Tells you how people felt, not why
  • Impossible to turn into actions
  • Looks fine on a dashboard, but doesn’t help improve IT.