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?
Improve customer retention
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.
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.
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.
Popular ways to use customer surveys
Capture real-time feedback by asking the right questions the right way. Customer-centric questions such as ‘Rate your experience with our product/service on a scale of 1-10’ will help you understand how your customer perceives your brand or business. Another use case for a customer satisfaction survey is to gauge the efficiency of the customer care executive.
Dive in to customer-business dynamics and get a deeper understanding of why certain features of your product worked or didn’t. Which aspect of your service did the customer like or hate the most? Why did they choose to leave? More importantly, why did they choose to stay?