Customer satisfaction score (CSAT) is a metric that allows businesses to measure how satisfied their customers are with the products and services they offer. This metric is important because it can help businesses identify areas where they need to make improvements in order to keep their customers happy.
In this article, we will discuss everything you need to know about CSAT including what it is, how to measure it, and how to improve it. But before that, let’s understand what customer satisfaction is.
What is Customer Satisfaction?
Customer satisfaction is the extent to which a customer is happy with the products or services they have received from a company. It is important to note that customer satisfaction is different from customer loyalty. Satisfied customers may not be loyal to a company and may switch to another company if they are unhappy with the service they receive.
There are many factors that contribute to customer satisfaction. Some of these factors include the quality of the product or service, the price of the product or service, the speed of delivery, and the friendliness of the staff. It is important for businesses to take all of these factors into consideration when trying to improve customer satisfaction.
What is Customer Satisfaction Score?
There are a few different ways that businesses can measure customer satisfaction. The most common method is through surveys. Businesses will send out surveys to customers after they have made a purchase or used a service.
Customers are asked to rate their satisfaction on a scale of one to five, with five being the highest level of satisfaction. On the basis of these survey results, the customer satisfaction score is calculated.
Customer satisfaction score (CSAT) is a metric that businesses use to measure customer satisfaction. This metric is usually expressed as a percentage and is calculated by taking the number of satisfied customers and dividing it by the total number of customers.
For example, if a company has 100 customers and 80 of them are satisfied with the products or services they received, then the company’s CSAT would be 80%.
How to Measure Customer Satisfaction Score?
There are a few different ways that businesses can measure customer satisfaction. Below is the infographic from GetVoIP that shows you how you can measure your CSAT score.
As you can see in the infographic below, you can calculate your CSAT score in just three steps. It also has some tips on how you can improve your score.
Author Bio:
Reuben Yonatan is the founder and CEO of GetVoIP, a VoIP comparison resource that helps companies understand and choose a business communication solution for their specific needs. Reuben helps SMBs align business strategy with culture and improve overall corporate infrastructure. Follow him on Twitter @ReubenYonatan
