Most companies already use customer feedback, but they are usually missing something important: a standard for measuring customer satisfaction .
If you care about providing customers with a good shopping experience, you need to know their satisfaction levels. 80% of businesses use customer satisfaction scores to find out what customers think and feel . This helps them make the right changes and improve their business.
You’ve probably heard the term CSAT thrown around by marketing experts afghanistan telemarketing data and business gurus. Still, you may be wondering what it actually entails.
Don't worry, this article will describe:
The meaning behind the CSAT, its formulation and calculation
What is considered a good customer satisfaction score?
The difference between CSAT, NPS and CSI
7 CSAT Examples That Help Businesses Grow and Relevant Benchmarks
So, without further ado, let's get started.
1. Customer Satisfaction Score (CSAT) Explained
What is Customer Satisfaction Score (CSAT)?
customer satisfaction score CSAT definition
Customer Satisfaction Score (CSAT) measures your level of satisfaction with a brand or product/service . It can be thought of as a rating or percentage that represents how much customers like your product.
It's the easiest way to measure customer loyalty and satisfaction, helping your company make crucial decisions about your business.
Calculating Customer Satisfaction Score (CSAT)
CSAT customer satisfaction score
CSAT ranges from 1 to 10 (or 100%). A low score (1-6) indicates that you need to improve the quality of your service, while a high score (8-10) means that you are doing very well.
The CSAT score is obtained by asking customers a simple question which is:
“How satisfied are you with the product/service?”
The answer may be in the form of:
Selection of numbers ranging from 1 to 3, 1 to 5 or 1 to 10
Words like very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied, very satisfied.
Symbols like emoticons or stars.
Regardless of the representation of the answer, the score value remains the same.
