Is CSAT Enough? The Real Future of Measuring IT Experience

Why IT Leaders Are Moving Beyond Customer Satisfaction Scores

For decades, CSAT has been the default metric for understanding IT service performance—but has it actually helped IT improve? In this candid and insightful conversation, Mark Bewick and Sakari Kyrö explore the surprising history of CSAT, its widespread misuse, and why IT organizations are increasingly outgrowing it.

Drawing from real customer stories, global benchmarks, and years of hands‑on experience, the webinar dives into how traditional satisfaction surveys fall short—and what’s replacing them. From experience indicators to productivity insights, standardized methodologies, and the rise of ITXM and XLAs, this session reveals what modern IT teams must measure to truly understand and improve employee experience.

If you’ve ever felt stuck with a flat CSAT number that doesn’t tell you why users are unhappy, or if you suspect your metrics might even be misleading, this webinar will give you the clarity and direction you need:

✅ Why CSAT falls short in today’s IT environment
✅ The rise of experience management (ITXM)
✅ Why NPS alone isn’t the answer either
✅ The critical role of culture and communication
✅ So… Is CSAT dead?