Thought Leadership
How to Measure the True Impact of Support Surges on Customer Experience
Feb 17, 2026
Surges affect more than cost - they impact trust. Forrester research shows that service failures during peak periods disproportionately affect customer loyalty.
This blog explains how to assess surge impact holistically.
Common challenges explored:
Declining CSAT during spikes
Agent burnout
Escalation delays for high-risk interactions
Supporting research:
Forrester, Customer Experience Index (CX Index)
https://www.forrester.com/customer-experience/
Recommended tool: Surge Readiness Checklist