At ChargeLab, Support is often the first team to hear when something isn’t working. From drivers stranded at a charger to partners trying to meet deployment deadlines, we’re on the receiving end of urgency, frustration, and situations that demand quick answers. But we’re also in the position to turn those moments around. A well-timed response, a clear explanation, or simply staying on the line until a resolution is reached can shift the experience completely. CSAT, or Customer Satisfaction surveys, helps us understand how we’re showing up in these moments. It tells us not just whether or not we solved the issue, but how the customer felt throughout the interaction.
About the ChargeLab Support team
Sitting side by side in our office in Canada, our Support team thrives on constant collaboration and instant knowledge sharing—whether through daily stand-ups, real-time communication channels, or quick problem-solving huddles. This close-knit environment fosters what Customer Support Manager John Dalmau describes as “a true hive-mind approach to tackling issues as they arise.”
This structure also ensures that Support isn’t a siloed function—it’s deeply integrated across ChargeLab. The team works closely with colleagues in Hardware, Product, and Solutions Engineering to coordinate outage responses, surface issues early, and ensure that customer feedback drives continuous improvement.
“Our goal is to be reliable, calm, and helpful, even in stressful situations,” says Dalmau. “That’s the standard we hold ourselves to, and we’re always looking for ways to strengthen how we gather and act on feedback to build long-term trust with the people who rely on us.”
At ChargeLab, this commitment defines the Support team’s culture—and sets the bar for how we show up for our customers every day.
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How we use CSAT
- We saw a spike in CSAT comments about unexpected charges appearing before a driver had successfully started a charge. This led to tighter alignment between Support and Product, and we updated instructions & documentation to clear up confusion. As a result, we saw fewer payment-related inquiries and better customer understanding.
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Another trend surfaced in vague comments like “It didn’t work” or “I couldn’t start a session”, without explaining what went wrong. We’ve since expanded the survey to include more detailed categories, such as issues with payment methods, account settings, or RFID card use. This change has helped us better understand where drivers are getting stuck, track whether we resolved the issue, and prioritize improvements with greater confidence.
CSAT not only surfaces improvements we can make, but it drives our team, and motivates them. We receive hundreds of CSATs a month, and our team reads every one, so we can make things better. One of the best examples is a CSAT response that came from a driver who had trouble starting a session late at night. Our agent stayed on the call until they were back on the road. The feedback we received said, “You didn’t just fix the issue. You helped me get through the rest of my day.”
