Measuring the Impact of Support Team Training on Customer Satisfaction

Did your new training program move the CX needle? Let the data decide.

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The Challenge

After launching a 2-week training program for first-line support agents focused on soft skills and issue resolution, leadership needed to evaluate its actual impact.
While anecdotal feedback suggested better interactions, the organization wanted quantitative evidence: Did the training lead to higher CSAT scores or improved post-interaction sentiment?

Our Philosophy

Training effectiveness should be measured by customer outcomes — not just completion rates.
We take a data-first approach to enablement evaluation, using structured CX survey data and inferential statistics to isolate and quantify improvement.

The Evaluation Framework

A structured measurement strategy aligned to the support team’s customer-facing outcomes:

  1. Pre–Post CSAT Data Collection

    • Collected CSAT survey responses on a 5-point scale for 4 weeks before and 4 weeks after the training rollout.

    • Grouped results by agent cohort: trained vs. not-yet-trained.

  2. Statistical Testing with t-Tests

    • Conducted an independent samples t-test comparing pre- and post-training average CSAT scores.

    • Found a statistically significant increase from 3.85 to 4.23 (p < 0.01) in the trained group.

  3. Difference-in-Difference (DiD) Analysis

    • Compared the change in CSAT for the trained cohort vs. an untrained control group.

    • DiD results showed a net improvement of +0.28 in the trained group, after adjusting for baseline variation and seasonal shifts.

  4. Open-Text Theme Validation

    • Sentiment analysis of post-interaction feedback highlighted increased mentions of “clarity,” “patience,” and “quick resolution” in the trained cohort.

    • Negative themes like “confusion” and “unhelpful” dropped by over 30%.

What This Enables

  • Clear ROI on Training — Quantified improvement in CSAT tied directly to the training initiative.

  • Targeted Expansion — Enabled L&D to prioritize training rollout to remaining support teams.

  • Improved Quality Assurance — Validated that the training improved actual customer-facing behaviors.

  • Executive Confidence — Provided leadership with statistical evidence to secure additional enablement budget.

The Takeaway

When training works, your customers feel the difference — and the data proves it.
By connecting post-interaction CX survey data with statistical analysis, organizations can move from intuition to insight when evaluating training impact.