CSAT - What’s That?
summary
New Relic ties CSAT to every public doc and uses the data to drive concrete fixes: 921 public docs each get a yes/no tally plus comments, a rotating one-week hero reviewer scans responses (about ten minutes a day) to triage code corrections, new sections, and UI bug reports. CSAT finds out-of-date commands, triggers SME-led rewrites, surfaces a disappearing gear icon that gets fixed, and expands insights once OAuth/auth data links users to products and regions.
AI-written summary · about
chapters (10)
- 0:00Introduction to CSAT
- 1:05What is CSAT and why it matters
- 2:29Using CSAT to improve docs
- 4:26Actionable feedback examples
- 7:15Symbiotic relationship with users
- 9:47Yes/No data insights
- 12:34Prioritizing documentation updates
- 13:58Advanced CSAT tracking
- 14:40CSAT’s broader impact
- 15:23Q&A and feedback session
related talks
34mProving and improving the value of your docs
23mWriting Docs Worth Reading
35mLong-term Documentation Maintenance
30mThe Blue Side of Documentation
38mBuilding Service Ownership Using Documentation, Telemetry, and a Chance to Make
29mSearch-First Writing for Developers
30mTechnical Documentation
28mWriting Docs Is a Chore