SENTIMENT GAP WORKBOOKS
Diagnose the Distance Between What Your Metrics Report and What Customers Actually Experienced
The Sentiment Gap is the distance between what your satisfaction scores report and what customers actually experienced. A high CSAT score measures one moment - the interaction with the agent. It does not measure whether the customer's problem was solved, whether a promise was kept, or whether they would recommend you.
The four workbooks in this series diagnose the Sentiment Gap from four angles: the metric contradiction itself, the promise delivery system that CSAT never measures, the survey design choices that bake the answer in before a customer responds, and the QA framework that may be rewarding compliance at the cost of the experience customers actually value.
What the Series Covers
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Whether your CSAT score accurately reflects overall customer experience - or is measuring interaction quality while outcome quality deteriorates
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Whether promises made on calls are being tracked, owned, and delivered - or generating the repeat contacts your CSAT never captures
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Whether your survey is structurally capable of surfacing real sentiment - or has been designed, timed, and framed to confirm what it was built to find
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Whether your QA scorecard and your CSAT score are measuring the same thing - or actively working against each other at the agent level
The Four Workbooks
Your CSAT Score Is High. So Why Is Everything Else Broken?
Metric contradiction and interaction vs. outcome gap diagnosis
Is Your CSAT Score Hiding a Promise Problem?
After-call failure chain audit and promise delivery tracking
Is Your Survey Designed to Tell You What You Need to Know?
Survey timing, question framing, response bias, and blind spot audit
Is Your QA Scorecard Making Your CSAT Worse?
Compliance trap diagnosis, scorecard gap mapping, QA/CSAT agent-level divergence
Who This Series Is For
The Sentiment Gap series is written for contact centre leaders who are managing to a satisfaction score that does not appear to reflect the customer experience their data is describing. Specifically:
- Leaders whose CSAT is strong but NPS is low, complaints are rising, or repeat contacts won't reduce
- Leaders who suspect their survey is measuring how politely the call went rather than whether the customer's problem was solved
- Leaders whose QA scores and CSAT scores diverge at the individual agent level with no clear explanation
- Leaders building the internal case for a measurement redesign and needing scored evidence to support it
How These Workbooks Connect to the Full Intervention
Each workbook scores your system and recommends a next step. For leaders scoring into moderate or high risk, the recommended path is the full Sentiment Gap Intervention - a structured methodology covering survey design redesign, promise delivery architecture, complaint root cause mapping, and a 90-day sentiment gap closure roadmap.