Stabilizing Customer Experience in a High-Pressure IT Support Environment
IT support operations showed stable CSAT but declining NPS, driven by repeat contacts, fragmented SLAs and rising team burnout hidden behind “normal” metrics. By shifting to journey-based SLAs, tracking failure demand and redesigning ownership, the team improved NPS, stabilized SLA performance and reduced attrition.
INFORMATION TECHNOLOGY (IT)
On paper, performance looked acceptable. In reality, both customers and employees were quietly losing confidence in the system.
Problem Statement:
A fast-scaling IT support organization was showing a confusing mix of signals:
Customer Satisfaction (CSAT) remained “decent”
But Net Promoter Score (NPS) was steadily declining
Attrition among IT resources was increasing by the day
SLA was met but inconsistently
Core Problem (Our Findings):
The organization was optimizing for ticket closure speed, not resolution quality or ownership.
Repeat contacts were increasing, but not classified as failure demand
Agents were working in isolation, with no end-to-end accountability
Workload distribution was uneven, creating burnout in specific queues
CSAT reflected “polite satisfaction after interaction,” but NPS reflected the real experience: lack of trust and consistency.
Our Approach:
The system wasn’t broken, it was misaligned.
1. Reframed Success Metrics - Shifted focus from “tickets closed” to NPS linked journey
2. Voice of Customer (VoC) to Process Translation - Instead of treating feedback as comments, we categorized NPS drivers into buckets.
Each complaint type was linked to a specific process owner.
3. Introduced Failure Demand Tracking - Repeated contacts were reclassified and analyzed as process failures, not workload noise.
4. SLA Rebuilt Around Customer Journeys - End-to-end resolution windows were defined.
5. Operational NPS Dashboard - We built a system linking NPS drivers directly to the process KPIs, providing accountability.
Results:
📈 NPS improved by +18 to +24 points (depending on segment)
🎯 SLA compliance stabilized consistently above target thresholds
🔁 Repeat contact rate dropped significantly (double-digit reduction)
👥 Team attrition reduced, with improved engagement in pulse surveys
Key Takeaway
When CSAT looks fine but NPS drops, the issue is rarely “customer sentiment.”
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