Case Study: a online catering marketplace startup achieves higher CSAT with PartnerHero

online catering marketplace startup boosts CSAT from 89% to 97% with PartnerHero

PartnerHero worked with an online catering marketplace startup that wanted to improve its customer satisfaction (CSAT) score, which was at 89%. The challenge was that their existing quality assurance processes were insufficient, with a non-significant sample size for reviews, a focus only on dissatisfied customers, and a lack of effective coaching and feedback for team leads.

PartnerHero implemented a new quality program, broadening the scope of case reviews and increasing the sample size for statistical significance. They built new processes for collaboration, provided targeted workshops and coaching for agents and team leads, and created a new performance dashboard. As a result, the startup's CSAT score improved from 89% to 97% within five months, enabling the company to add more support staff and shorten the ramp-up time for new associates.