Service recovery

Escalation is moving a contact to a more senior agent, a specialist team, or a human when automation stalls. Escalation paths are defined by business rules, and the rate at which contacts escalate is a direct measure of whether the first line is equipped to resolve them.

A detractor is a Net Promoter Score respondent scoring between zero and six, treated as an active churn and word-of-mouth risk. Detractor comments are usually the most useful part of an NPS programme, because they name specific failures that aggregate scores cannot surface on their own.

CSAT, or customer satisfaction score, is a post-contact rating averaged across responses and usually collected with a single question immediately after an interaction closes. Because only a small fraction of customers respond, CSAT reflects the experience of people motivated to answer rather than the whole contact population.

Closed loop feedback is the practice of acting on individual customer feedback and reporting back to the customer about what changed as a result. It operates on two levels. The inner loop is where a team responds directly to the customer who gave the feedback, typically within a defined service window. The outer loop is where the underlying theme is routed to whichever team can address the root cause. Closing the loop requires three things: a named owner, a deadline, and a reply to the customer. OnClarity’s Voice of Customer pushes daily reports, feedback topics and bug insights into Slack so themes reach the right owner without manual handoff.