What Actually Drives Customer Satisfaction—and How AutoInsights Helps You Act on It

In the contact center industry, understanding what truly matters to your customers isn’t just good practice—it’s essential for survival. A recent analysis by COPC Inc., highlighted by Ian Aitchison, reveals that while organizations track numerous metrics, only a few significantly influence overall customer perception.

At CXEX, we align with these findings and have developed AutoInsights to address these critical drivers head-on.

🎯 Post-Call Analytics That Pinpoint What Matters

AutoInsights offers a post-call analytics solution that goes beyond surface metrics. Our platform is equipped with purpose-built CX Listeners that evaluate:

• Issue Resolution: Was the problem solved, or does it need escalation?
• Expressions of Dissatisfaction (EOD): Was frustration expressed, and why?
• NPS & CSAT Indicators: What emotional tone and feedback were shared?

But we don’t stop there. We delve deeper to provide actionable insights.

🔍 Root Cause Analysis: What’s in the Agent’s Control—And What Isn’t

With upstream and downstream classification, AutoInsights provides a fair, nuanced view of unresolved calls:

• Upstream (Not in Agent’s Control): Process constraints, broken systems, or customer-driven delays.
• Downstream (Agent Controllable): Did the agent show product knowledge? Was their tone empathetic and professional?

This dual-layer approach helps contact center leaders pinpoint both systemic issues and coaching opportunities, driving continuous improvement across people, process, and technology.

📈 Real-World Results

Our clients use AutoInsights to:

• Identify recurring upstream issues across teams and campaigns.
• Target coaching based on downstream gaps in empathy, product knowledge, or call closure.
• Visualize trends in first-call resolution, EOD frequency, and NPS/CSAT shifts.

All without manually reviewing calls.

💡 From Insight to Action—Faster

Whether you’re managing a 30-seat team or scaling across thousands of agents, AutoInsights turns every conversation into a learning opportunity. We believe that measuring CX isn’t enough—you need to know where to act.

Let’s stop guessing what drives customer satisfaction—and start measuring it, understanding it, and improving it.

Ready to transform your customer satisfaction strategy? Contact us today to learn how AutoInsights can make a difference.