Case Study: Freshly reaches a consistent 96% CSAT after ditching spreadsheets
Key results
The challenge
Freshly, a prepared-meal delivery company, built a quality-assurance program in 2016 using spreadsheets and online survey tools. As the customer service team grew from about 15 to over 60 agents, manual monitoring covered only 1-2% of contacts and feedback was often two to three weeks old, which made real-time coaching impossible.
The solution
Freshly moved to MaestroQA, selecting it for a seamless interface where graders view the ticket and rubric at the same time, annotate specific interactions and tie them to rubric questions, and give agents transparent coaching dashboards.
“There isn't that negative stigma around the QA program anymore because it's so transparent.”
BSBen SegalSenior Manager of Customer Service Excellence, Freshly
The results, in context
After scaling QA with MaestroQA, Freshly's CSAT rose from the high 80s — around 86-87% — to a consistent 96%. Contact monitoring coverage increased from 1-2% of contacts to close to 5%, and the time to complete a QA review dropped significantly.