Case Study: COBB Tuning achieves 95% CSAT with Geckoboard while handling 10,000 tickets/month

How simplicity and focus has helped COBB Tuning maintain a CSAT score of 95% with 10,000 tickets per month

COBB Tuning is a performance automotive software and hardware company whose 14-person support team handles roughly 10,000 unique tickets per month across phone, chat and email. Their challenge was to maintain a high CSAT while scaling volume and keeping the wider company informed—especially during the COVID shift to remote work—without overwhelming agents with too much data or forcing everyone to use Zendesk logins.

They integrated Geckoboard with Zendesk to surface a small set of actionable metrics (CSAT, first response time, queue size, agents online, emails per agent) on simple, shared dashboards. The focused visibility reduced context switching, improved coordination (everyone pitches in when queues spike), boosted morale by showing positive reviews, and helped them sustain a 95–96% CSAT and consistently fast first replies despite the high ticket volume.

COBB Tuning

Matt Bryant

Customer Service Manager