What is CSAT?

Customer satisfaction (CSAT) evaluates the ability of businesses to meet customer expectations. CSAT is an indication of how happy customers are with their product, service, or support experience at a company. By measuring customer satisfaction, companies can keep tabs on trends and move up rating scales. 

Benefits of measuring customer satisfaction

Customer satisfaction is a business priority as happy customers are returning customers. Measuring CSAT trumps any market study as your team has firsthand knowledge of demand and customer expectations. 

Benefits of measuring CSAT include:

• Understanding of customer needs

• Minimized business risks and costs of customer dissatisfaction such as loss of sales and reduction in market share

• Positive brand image and reputation, which increases customer loyalty

• Word of mouth marketing from customer to product alignment 

• Customer touchpoint efficiency 

What is CSAT score? 

CSAT scores measure the level of satisfaction customers feel with products, services, and other interactions in the course of a transaction. Organizations can leverage CSAT scores and other tools to determine the performance of their contact center and boost customer success. 

How to measure customer satisfaction score?

To calculate CSAT scores, conduct customer satisfaction surveys requesting grades for an interaction or business offering over pre-defined options such as: 

• Very satisfied for scores 9 and 10 

• Satisfied for scores between 6 and 8

• Not satisfied for scores 4 and 5

• Very unsatisfied for scores between 1 and 3

You can also provide an option for customers to share their thoughts on a touchpoint or product and areas of improvement. Customer feedback helps teams understand pain points, which can be used to improve products, customer service, and marketing strategies. 

Tips to improve CSAT customer service responses

CSAT scores help organizations determine optimal agent performance and training needs. To encourage customers to participate in CSAT surveys, consider some of the following strategies: 

• Offer incentives such as coupon codes, an entry in a giveaway, special discounts, and free gifts.

• Experiment with different question formats such as five-star ratings, polls, and sliders. 

• Personalize survey responses by making questions more targeted to specific parts of a customer journey such as the purchase of a product and closing of a ticket. 

• Make surveys short and direct by limiting the number of questions and options. 

Boost customer satisfaction with quality assurance 

To unify customer experiences and ensure alignment of all customer touchpoints, organizations need a quality management solution such as EchoAI. 

Echo AI enables businesses to maintain a set standard across support teams by providing tools to monitor, analyze, and score the quality of every customer interaction.   

Learn more about other metrics and steps for measuring overall satisfaction scores to boost customer retention.