Growth · Part of CSAT
Client portal CSAT view
Client portal CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) view gives your BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.) end-client a read-only CSAT window inside their portal: a headline score with an NPS (Net Promoter Score: how likely a customer is to recommend the brand.) industry benchmark, a trend chart, and recent anonymized verbatims. Agent identity is redacted at the SQL layer, so the client sees account-level aggregates only, and a 20-response floor holds the score back until it is statistically meaningful.
For the operator
An end-client signs in to their portal and opens the CSAT view with no BPO-side setup required. They see one headline score next to the NPS industry benchmark, a trend chart over time, and a feed of recent verbatims marked shared-only, with no agent names attached. Because redaction happens in SQL, there is no path for the client to reach individual agent data, even through the raw response payload. Until at least 20 responses land, the score stays hidden so nobody reads a number off three replies. You do not stage or curate any of this: the same account-level CSAT you track internally is what surfaces, filtered down to the shared-safe subset.
Business impact
For a multi-client BPO, this turns CSAT into a trust asset you hand a client rather than a number you defend in a review. Each client sees only their own account-level aggregates, so attribution stays clean and one client never glimpses another's satisfaction data. The NPS benchmark frames your score against the industry, which strengthens your position when a client questions a dip. The 20-response floor protects you from small-sample noise being read as a trend and used against you. Because the view lives in the portal you already run, you give clients transparent CSAT reporting without buying or standing up a separate survey tool.