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CSAT Analysis – Dendrogram and Pearson Co-Efficient

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  • #51717

    Chaitanya Kumar
    Participant

    Hi – we are currently analysing CSAT data and would like to know whether there is any similarity in the output between the Dendrogram (Cluster Analysis – Variable) and the Pearson Co-Efficient.
    We have used MTB 15 to crunch the data. The response scale is 1-7.
    Thanks
    Chaitanya

    0
    #185397

    ranvidsan
    Participant

    Hi,
    We get CSAT for all resolved incidents and Service Requests. Is there a industry benchmark for the # of CSAT responses?
    Thanks,
    ranvidsan

    0
    #185415

    Russell Demetri Ollie Sr.
    Participant

    I don’t know that # of incidents is a benchmark measure unless you can find an apples to apples set of businesses.ย  Typical benchmarks in this area are more along the lines of Average Handling Time, Minutes Per Incident, % incidents resolved first contact, etc.
    Your best bet for finding benchmarks that I can think of off the top of my head is http://www.copc.com.
    ย 

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