Customer Satisfaction Score
Definition: Customer Satisfaction Score (CSAT) is a metric used to measure a customer’s satisfaction with a product, service, or interaction, typically collected through surveys.
Importance of CSAT:
- Direct Feedback: Provides real-time insights into customer satisfaction, highlighting areas of improvement.
- Performance Evaluation: Tracks the effectiveness of customer service teams or product quality over time.
- Customer Retention: High CSAT scores are linked to greater customer loyalty and repeat business.
Methods of Measuring CSAT:
- Survey-Based: Simple post-interaction surveys asking customers to rate their experience on a scale (e.g., 1 to 5).
- Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend the company to others.
- Transactional Surveys: Immediate feedback collected after a specific transaction or interaction.
Improving Customer Satisfaction:
- Respond to Feedback: Act on customer feedback to resolve issues and enhance the customer experience.
- Enhance Product/Service Quality: Consistently improve offerings based on feedback to meet customer expectations.
- Customer Support Training: Invest in training customer-facing teams to ensure they provide excellent service.
Other Terms:
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