17 Measuring Success Measuring the success of these strategies involves gauging how supported clients feel at two key moments, as accessibility is the goal. A new metric, a modified version of the CSAT, should be introduced and measured at various points across the customer journey. Suggested points: Before the first video call, after onboarding. Mid-way through the program (6 weeks in)
Modified CSAT rating for use after onboarding and midway through program
1.Please rate on a scale of 1-5 how supported and safe you feel coming into the group program?
2. Please explain why you chose that rating.
