Customer Satisfaction
Breaking a satisfaction plateau at scale
A key client's dissatisfaction (DSAT) had held above 50% for months — capped by product limits and a stalled performance plateau. We led a structured, data-driven transformation: redefined success standards, enabled leadership, and ran root-cause analytics on a Six Sigma and COPC framework.
Operational excellence
Results
50%+
DSAT at the outset
Sustained
Month-over-month decline
- Consistent month-over-month reduction in dissatisfaction
- Broke a long-standing plateau into a sustained improvement curve
- A replicable operating model, deployable across programs
toeshee.com/case-study-customer-satisfaction
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