Case Study: Staffbase consistently exceeds 97% CSAT with Geckoboard dashboards

How the Staffbase Customer Care team consistently exceeds their CSAT goal (>97%)

Staffbase is a global market leader in mobile-first employee communication platforms serving 400+ enterprise customers. As the Customer Care team scaled to 24 agents across Germany and the US, their challenge was to maintain fast, empathetic support and a consistently high CSAT (>97%) during rapid growth while keeping workload visible and fairly distributed.

They implemented Geckoboard dashboards in offices and Slack to display two rotating views—an Overview for shift-based frontline KPIs (untouched/urgent tickets, oldest open tickets, per-agent load) and a Stats dashboard for trends and praise. Combined with targeted automations, personal follow-ups for incidents, and a €1-per-positive-review charity incentive, the approach eliminated backlogs, kept response targets tight, secured C-level backing, and helped the team consistently exceed their CSAT goal.

Staffbase

Felix Starzer

Head of Customer Care