Are you a business owner? and have you ever wondered what your customer thinks about your business, product, or service? Customer perception about your business is important to gather leads and improve brand awareness, however, customer satisfaction is a different metric all on its own. For organizations, customer satisfaction scores (CSAT) or CSAT solutions measure consumer experience with a business, purchase, or interaction.
CSAT is a straightforward way to measure customer satisfaction. A CSAT survey provides a clear picture of whether or not your business is doing well in the eyes of your customers.
How Is CSAT Measured?
Measuring a CSAT score is simple, it can be done by asking simple questions. For example; “How satisfied are you with our services?” and a choice of answers corresponding survey scale that ranges from very satisfied to very dissatisfied or you can use numbers such as 1-3, 1-5, or 1-10.
Three valuable methods to get CSAT scores:
- In-app survey
- Follow-up calls
- Email survey
How To Calculate CSAT
You don’t have to be a mathematician to answer this. Calculating a CSAT score is easy as well. Depending on the number of your respondents, the sum of all positive responses, divided by the total number of responses, then multiply by 100. There you have it, the overall percentage of satisfied customers.
For example: if you received 100 responses and only 60 of those who answered gave a satisfactory score, then your CSAT score is 60% (60 positive reponses / 100 total responses = .60 x 100 = 60%)
A majority of positive responses mean that you are doing well. However, there’s still room for improvement. A 60% score simply means that improvement is needed to achieve a high satisfaction score. CSAT solutions will only provide a basic picture if you’re doing well, it does not explain the shortcomings or insufficiencies you the current business strategies you have.
Pros and Cons of CSAT
When it comes to solutions, there are always advantages and disadvantages, a CSAT solution is no exception.
- Simple, short, and easy to understand.
- A CSAT generates more responses because it is shorter and easier to answer than other satisfaction surveys.
- A few customers do not fill out the entire questionnaires which increase inaccurate results.
- It reflects the short-term sentiments of customers rather than the long-term.
Why CSAT Is Important
CSAT provides an avenue for success. Tracking CSAT scores lets you eliminate obstacles, follow customer sentiments, and improve your business based on customer feedback. In fact, 89% of customers have stopped doing business with a company due to poor customer service. With the help of CSAT, you should be able to turn your customers into a loyal base of customers that brings a constant stream of revenue.
The Bottom Line
Ultimately, CSAT as a solution has its drawbacks. Overly relying on it would not help your company in the long run. However, CSAT is a good metric for your company in maintaining and improving customer service. The important part of CSAT is for a company to engage with its customers, as a result, it will retain customers instead of constantly acquiring new ones.