Do you know if your customers are satisfied? Do you have processes in place to measure customer satisfaction?
If not, consider implementing the CSAT (Customer Satisfaction Score) survey.
To help you, we look at “What is CSAT, and how does it work?”
The CSAT measures how your products and services meet or surpass your customers’ expectations.
In today’s busy world, where everyone expects the best service, knowing how you meet your customers’ expectations can mean the difference between a successful business and one that closes its doors.
CSAT is Key to Success
Poor customer service affects your business in many ways, which is why it’s so important you know your CSAT.
Customer service is key to helping your business grow. And, in our digital age, it’s important to keep your customers satisfied. Why?
Quite simply it’s too easy for people to leave you bad reviews on Google and social media. It’s too easy for them to get in a negative discussion about you online, and their angry rants may go viral.
This spells disaster for business.
Yet, on the flip side, if you know your CSAT, you know you also have highly satisfied customers who go on to leave you glowing reviews. They become your brand ambassadors telling everyone they know how great you are.
How the CSAT Works
To measure customer satisfaction, you send out a survey with the following question. It might be a one question survey or included in your regular survey.
You ask, “How would you rate your overall satisfaction with the product or service you received?”
CSAT scores are expressed on a scale of 0-100% with 100% representing total customer satisfaction. Usually respondents rate their satisfaction on a scale of one to five:
The formula is the number of satisfied customers (those answering four or five) divided by the number of satisfaction survey responses times 100 to equal the percentage of satisfied customers.
The CSAT reveals important data about your company.
You can use your customer satisfaction score to make an actionable plan to improve your number.
Once you know your CSAT number, you can use it to improve your customer service, train your employees, develop new products or services, and make your business stand out from the competition. (tweet this)
At the end of the day, your CSAT helps you boost your revenues by showing your customers they are number one.
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