How do you like your experience with our website?
Surveys like this is how companies collect information to measure customer satisfaction (CSAT). Usually sent after a customer service interaction, contact centres use CSAT to determine the performance of their customer service team.
Here are some reasons why it’s important for businesses to evaluate and respond to CSAT.
Customer Retention and Growth
CSAT doesn’t just show how well your contact centre is performing, it also shows customer loyalty and brand advocacy. There’s a clear relation between these factors because customers who are happy with your customer service have confidence in your business and will recommend it to their friends and family. And we all know how effective word-of-mouth marketing is.
On the flip side, having low CSAT is a dangerous sign to your business. It could mean you’re losing current or future customers. Unhappy customers are not only not likely to recommend your business, they’re also more likely to drive people away from it.
Therefore, depending on how high your CSAT score is, you can see how well your business is retaining current customers and gaining new customers.
Immediate Problem Recognition
Measuring CSAT is important because it helps you recognize problems in your customer service and prompts you to act quickly to resolve the problem. By collecting and analysing data, your business can uncover trends that lead to low CSAT scores. This information can then be used to improve your customer experience.
When your business places importance on CSAT, it will influence the overall work culture of the company. Every department will start to prioritise the customer’s needs and wants, helping you create products and services that customers are looking for.
Not to mention, it will send a clear message to customers that your business is always working in their best interest. Their increased faith in your business will strengthen the customer relationship.
Now that you know how important it is to measure CSAT, start now and do it often. Don’t forget, CSAT needs to be continuously measured, so your business is constantly evolving its customer experience.
And give us some feedback as well, so we can measure our CSAT and give you the content you want!