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What is customer satisfaction?

What is customer satisfaction?

The measurement of how happy or unhappy your customers are with your product or service is called customer satisfaction. Essentially, customer satisfaction is how your product or service has matched the expectations of your customer. It can also be an indicator of success in terms of how well the company is performing in the market.

What is it used for?

アンケートで顧客定着率を改善

The best way to accelerate your customer retention rate is through customer satisfaction. A satisfied customer is more likely to come back and continue to make purchases which in turn helps decrease the churn rate for your business.

Improve customer retention
Strengthen brand loyalty

Strengthen brand loyalty

Customer loyalty towards your brand or business is based on their experience with your company. By using customer feedback surveys, you can measure brand loyalty by asking how long your customer has been associated with your brand and their level of satisfaction to understand how to improve their experience further. Their willingness to promote your product can also be calculated with the Net Promoter Score.

Recreate positive experiences

Deliver a great customer experience by recreating positive interactions at every customer touchpoint. When a customer has had a good experience, they will want to keep coming back for more. A customer satisfaction survey will help you identify what factors helped create that positive experience for your customers and let you recreate them. This can increase overall customer satisfaction with your business.

Recreate positive experiences

Importance of CSAT

Customer satisfaction (CSAT) is one of the most effective marketing strategies you can generate for your business. A happy customer is more likely to advocate your brand and recommend your products and services to others. This means that keeping track of your CSAT score is key for a thriving business.

How do I calculate CSAT score?

Start by asking if your customers are satisfied. The best way to calculate the customer satisfaction score is to divide the total number of satisfied customers by the total number of respondents multiplied by 100.

Strategize better with CSAT surveys

The most popular and effective way to gauge customer satisfaction is through surveys. Our carefully curated question templates targeted towards the right audience will provide you quality feedback and insights that will help your business grow and effectively address the concerns of your customers.

アンケートで顧客定着率を改善

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