G2 Best Support 2024 Recognition

At SpotOn, I inherited a support operation with 35% CSAT. It wasn't a people problem — it was a systems problem. In 18 months, we built the measurement infrastructure, redesigned escalation flows, implemented data-driven coaching, and took the metric to 96%. G2 recognized us with Best Support.

The lesson: metrics don't lie, but they don't tell the full story either. Behind every percentage point is an organizational design decision.