In short

• Traditional CSAT surveys fall short: a score like 3.2 tells you how employees feel, but not why.
• Glaut uncovers deeper insights fast: with just one rating and two open questions, it surfaces qualitative feedback in <25 seconds per response.
• Dynamic follow-ups = richer data: Glaut’s AI adapts in real time to ask deeper, more targeted questions based on each response.
• From raw data to clarity: Glaut’s Report Builder turns open feedback into structured insights, highlighting satisfaction drivers, bottlenecks, and improvement areas.

The Problem: traditional CSAT scores miss key insights

CSAT scores, while helpful, often miss the deeper reasons behind employee satisfaction. An average CSAT score of 3.2 may seem positive, but it doesn’t reveal why employees feel the IT support service is inefficient. Traditional surveys fail to capture the nuances of employee sentiment, which is critical for improvement.

The Solution: Glaut’s conversation-driven research

Glaut’s AI-powered interviews provide a faster, more engaging way to uncover in-depth employee insights. With just 3 questions (one rating and two open-ended questions), Glaut captures richer feedback than traditional CSAT surveys, providing clear, actionable data in less than 25 seconds per response.

Research Overview:

This study aimed to measure employee satisfaction with IT support, focusing on three key goals:

1. Measure overall satisfaction.
2. Identify strengths and weaknesses in the ticketing process of the IT service.
3. Evaluate the qualityof IT support.

Note: synthetic answers were used in this project to showcase results, but they do not aim at representing a target population nor should be considered valid answers for research purposes. .

The Questionnaire: rating question (NPS from 1 to 5):

How would you rate your overall experience with IT support?

1. Open-ended question:

How was the ticketing process for IT support?

1. Open-ended question:

How would you rate the service provided by the IT team?

Follow-up: Glaut’s AI dynamically follows up based on responses, asking deeper questions like: “What challenges did you face during ticket submission?” or “What could improve the IT service experience?”

AI-powered analyses and results

With just three questions and less than 25 seconds per response, Glaut uncovered layers of insight that traditional CSAT scores never reveal.

The analysis surfaced:

• Why employees feel the service is inefficient, linking low satisfaction scores to unclear ticket categories, delayed responses, and lack of guidance.‍

1. What drives satisfaction, from a simplified form and quick communication to IT staff who are friendly, effective, and empowering.‍

In one place, Glaut combined open feedback and ratings to spotlight root causes, highlight emotional drivers, and deliver clarity on how to improve IT support—fast.

Reporting with Glaut’s report builder:

Glaut’s Report Builder automatically generates a clear, actionable report based on the analysis. The report provides insights into:

• Satisfaction: overall employee sentiment towards IT support.
• Strengths & Weaknesses: what employees liked and disliked about the ticketing and IT services.
• Efficiency Perception: whether employees felt the service was efficient or inefficient.

The report provides recommendations to improve the service, such as reducing response times and enhancing communication.

Conclusion

Glaut transforms traditional employee satisfaction research by offering deeper, more actionable insights. With AI-moderated interviews and automated reporting, Glaut helps you understand employee needs and improve IT support services quickly.

View the full report on Glaut's platform.