Identifies what drives CSAT up or down by segment and capability.
Activation complexity
Medium
Time to activate
14-21 days
Volume share
15-25% of role volume
Impact range
Directional with confidence bands
Inherited pricing
€80.00 – €220.00 per analysis delivered
This capability inherits the Support Operations Analyst's pricing model. The role's launch fee + monthly retainer + role-level usage cover every capability under the role. Adding this capability to an active deployment does not change the price.
What this capability handles
CSAT Driver Analysis decomposes CSAT movement by segment, theme, capability, and rep cohort — with statistical confidence — so decisions target the drivers, not the symptoms.
Workflow summary
Pulls CSAT data, decomposes drivers, scores segments, reports shifts.
Stages
Decision logic
Uses driver decomposition and segment analysis to attribute CSAT shifts to operational causes.
Systems and data
{"CSAT platform","help desk"}
{"CSAT scores","segment tags","theme links","capability tags"}
Exceptions & human handoff
Driver conflicts or novel segment shifts route to the support leader.
Driver ambiguity, novel segment behaviour, or conflicting signal.
Readiness
CSAT feed wired, segment tagging consistent.
Owner on client side · Head of Support
Impact contribution
15-20% of role impact comes from CSAT-driver clarity that steers program investment.
Primary KPI · Driver identification · Directional with confidence bands
When this capability shows up
Patterns where csat driver analysis is part of the launch set, with volume and pricing anchored to each company profile.
Subscription business with CSAT pressure
Subscriptions · 200-500
8 / mo
A 400-person subscription business monitors CSAT weekly but never knows why it moves. Cancellation themes trend up without warning. Monthly briefings take 8-10 analyst hours.
Support Ops Analyst activates theme mining, CSAT-driver analysis, and leadership reporting. CSAT shifts get attributed to drivers with confidence; briefings become machine-authored with leader commentary; analyst hours shift to program work.
Expected outcomes: 8 analyses delivered per month, CSAT-driver clarity on every shift, briefing preparation time cut by 70%+, cancellation themes flagged within the week they emerge.
Monthly cost
€640–€1.8k
vs human anchor
€4.6k–€13k
Savings
0–3%
Marketplace at scale with quarterly leadership reviews
Marketplaces · 300-700
7 / mo
A 500-person marketplace runs quarterly leadership reviews on support quality across two sides of the market. Monthly briefings take 10-12 analyst hours; CSAT drivers differ by side and often get averaged away in the rollup.
Support Operations Analyst activates voice-of-customer-insights, csat-driver-analysis, leadership-reporting, and queue-analytics. CSAT shifts are attributed by side with confidence; briefings become machine-authored with leader commentary; queue dynamics stay legible across both sides.
Expected outcomes: 7 analyses delivered per month, briefing prep time cut 70%+, CSAT-driver clarity sustained on every shift, quarterly reviews already half-assembled on day one.
Monthly cost
€560–€1.5k
vs human anchor
€4.1k–€11k
Savings
0–3%
All scenarios and cost ranges come from the Support Operations Analyst role page.
Prerequisites
Activating CSAT Driver Analysis in production requires the following capabilities to be live first. Ordering matters, routing and classification quality propagate.
Capability-specific integrations
Beyond the Support Operations Analyst's base stack, this capability plugs into:
The chat opens with Support Operations Analyst and CSAT Driver Analysis pre-selected. You can add other capabilities during the conversation.