Flashback · Customer Operations Specialist · June 2026
What good support looks like in numbers
A 95% CSAT score and a 4.8 average rating from customers, with 19 of 20 reviews at five stars over three weeks.
The idea
Fast replies only matter if the customer walks away happy. CSAT is the honest check on that, because the customer writes the score, not the support team.
The numbers
Across our shared inboxes from June 1 to 20, 2026:
- 95.0% CSAT, up 18 points on the previous period.
- 4.8 average rating out of 5, up 0.7.
- 20 customer reviews, up 54%. Nineteen were five stars.
What sits behind a score like that
Every ticket gets answered with the specific detail that proves someone read it: the order number, the item, the date. Each reply starts with what has already been done, then explains honestly what’s outside our control. And it closes with a real question about the customer’s situation instead of a generic sign-off.
The one review that wasn’t five stars is worth as much attention as the nineteen that were. That is where the next process fix usually comes from.
In their words
Every one of these came in through Front's CSAT survey, five stars each. Names are withheld, and the words are exactly as the customers wrote them.
“I asked about the status of my camera as there hadn't been any updates for a few days. Lawrence explained everything clearly and advised me to contact him if it didn't arrive on time. I felt reassured, and I've now received it. I love the camera!”
“My issue was handled very fast, and the communication was so warm and helpful. A special thanks to the team for finding a quick solution for me. I felt truly valued as a customer. Highly recommended!”
“I've had some issues with the currier that lost my package but Lawrence was super collaborative with me and provided me with a replacement order right away”
“I had an issue with an order, and the Flashback team really helped and solved my problem. They replied quickly, listened to my situation, and gave me the chance to explain. They were friendly and understanding throughout. I’d definitely recommend them.”
“Lawrence was incredibly helpful and flashback replaced my camera after a little bit of troubleshooting. Great company, great experience.”
“So far, Lawrence has been of great help answering all my questions and concerns regarding international shipping. Great customer support team you guys have!”
“Excellent. The agent was extremely helpful, kind, and professional. They solved my problem quickly. I'm very satisfied with the support. Thank you very much!”
“you were very kind and quick, not only with the initial order but also in responding to our request when the gift was not included in the order.”
“Great help with the adress order issues”