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1. How do you use CSAT in your technical support representative’s compensation plan?

Neither company wide CSAT nor individual CSAT results factor into annual performance merit increases or variable compensation payouts (bonus or incremental compensation) 11%

Company wide CSAT results are used to determine the pool of dollars available for annual performance merit increases 13%

CSAT results for an individual technical support representative are part of their performance goals and influence annual performance merit increases 43%

CSAT results for an individual technical support representative have a direct impact on their variable compensation payout (bonus or incremental compensation) 24%

CSAT results for an individual technical support representative are used only in temporary reward or recognition programs 9%

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