- Uncover business-critical issues hidden in support conversations
- Replace disconnected metrics with insights that drive action
- Equip teams across product, ops, and support with data that matters
- Connect the dots between customer experience and company outcomes
Industry
Health Tech
Use Case
Company Size
~1000 Employees
Increase in CSAT
30%
Decrease in agent ramp time
120%
Increase in monthly coaching sessions
300%
CHALLENGE
CSAT Was Unreliable and QA Was Stuck in Low-Value Work
“Our CSAT response rates are down. Our NPS scores…who knows what they mean? We hate CSAT as an org. At best, it’s a vibe check from a tiny slice of people.”
Oura’s CSAT and NPS response rates had dropped into single digits, making them increasingly unreliable. Yet these survey metrics continued to be reported up to the C-suite, leaving leaders to make decisions based on a narrow, biased subset of members.
QA was stuck in low-value contractual work, spending hours on random BPO audits that resulted in uniformly high scores, offering little diagnostic value and consuming time that could be spent on real analysis.
The rollout of Decagon chatbot, now handling 60% of contacts, added another gap: bot performance could only be assessed through the vendor’s opaque reporting, with no independent way to validate accuracy or risk.
SOLUTION
Replacing CSAT With a Custom, AI-Powered Experience Score
With MaestroQA, Oura built a custom Experience Score to replace CSAT and give the business a trustworthy, full-coverage view of true Voice of the Customer.
Instead of relying on single-digit survey responses or opaque chatbot reporting, Oura now measures every interaction—bot and human—using transparent logic tailored to their business.
The Four Signals That Power the Experience Score
Using Maestro’s LLM Metric Builder, Oura created four classifiers that evaluate the core components of experience quality and return clear Yes / No / Not Enough Info outputs:
“We can explain exactly how these LLM metrics work. They’re not blackbox, out-of-the-box scores where you don’t even know what the prompt is. The value comes from building something transparent and tailored to our business.”
How the Score Is Calculated
MaestroQA combines the four classifier outputs into a single Experience Score using a simple, transparent formula: Good ÷ (Good + Bad) = Experience Score
A score of 100% is considered a good experience and anything less is a signal that something went wrong.
The result is a metric that’s custom-built, transparent, defensible at the C-suite level, and runs across 100% of conversations.
