This article is written by Shivesh Tiwari, Team Lead at BolsterBiz. He oversees customer support operations, quality assurance, team management, and customer experience. He has played a key role in transforming Frisbee’s support performance, improving CSAT from 50–60% to over 90%, maintaining consistent IQS scores of 98–99%, and reducing monthly negative customer ratings from 150–170 to just 25–35. His work focuses on data-driven performance management, root cause analysis, process improvement, and turning customer feedback into actionable insights. He shares practical insights on customer experience, quality management, support operations, and building effective processes. For any queries, reach out to him at shivesh.tiwari@bolsterbiz.com
A DSAT dashboard is a single screen that tracks dissatisfied customer tickets and groups them by cause. It improves CX because it turns unhappy survey
