Looking for advice/best practices. Our scorecard is currently set up and operating fairly well. I have 3 groups of measures, one of which is a ‘satisfaction’ group. It has 2 measures - one for CSAT and one for NPS. The CSAT score is derived from helpdesk ticket ratings.
I just published a new CSAT survey program with JO that gathers scores and feedback based on a client’s onboarding experience. Is it better to add a separate score into the ‘satisfaction’ group score with appropriate weightings, or merge it with the helpdesk CSAT score? Thanks in advance!