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Closing the Loop: Engineering Customer-Centric Products Using Support Logs and CSAT Signals

Year: 2024

Type: article

Abstract: Integrating customer support logs, tickets, product telemetry, and CSAT feedback through data engineering pipelines enables systematic identification of user pain points. Automated issue tagging (85-92% accuracy) combined with sentiment analysis and usage correlation reduces critical bug resolution time by 30-40% and increases positive CSAT sentiment by 15-25% within six months. Case studies confirm that demonstrating feedback-driven improvements to customers raises future CSAT response rates by 12-18% and boosts feature adoption by 20% compared to intuition-based roadmaps (Chen et al., 2023).

Source: International Journal of Scientific Research in Computer Science Engineering and Information Technology

DOI: 10.32628/cseit25113367

Author: Mukul Garg

Language: English

Topic: Software Engineering Techniques and Practices

Subfield: Information Systems

Field: Computer Science

Domain: Physical Sciences

Open Access status: diamond

OpenAlex ID: W4411171024

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