Customer Satisfaction (CSAT):

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Customer satisfaction is a measurement that defines how well a service provider meets the expectations of the customer. This is applicable throughout many stages of the customer’s journey. A customer must be treated right and humbly from the discovery of the brand to post-purchase support. It is important to measure the customer satisfaction levels because it will define what is right or wrong with your service.

There are different ways a contact center conducts surveys- either on the IVR or through survey forms or in-app popups. These help the customer to be honest, without the pressure of being polite to the agent.

How to Measure Customer Satisfaction?

There are various metrics that can ensure that your customer is satisfied. The obvious one being CSAT followed by these:

  • Net Promoter Score (NPS) - These measures how likely a customer will recommend your brand to a peer/family member.
  • Customer Service Satisfaction (CSS) - These measures how the customer support service has been for the customer when they sought help.
  • Customer Reviews - Customer reviews are not party of surveys, but must be considered to understand how your customers feel about your brand.
  • Customer Effort Score (CES) - Customers shouldn’t have to put in much effort when seeking help. This measure, how easy it is for a consumer to reach out to your brand when in trouble.
  • Customer Churn Rate (CCR) - As the name goes, this determines the rate at which you are losing customers.

Why is Customer Satisfaction Important?

It is essential to take care of your customers especially after they have already purchased your product or service. Here are some reasons why:

  • They become a constant revenue stream as it maximizes the customer lifetime value.
  • It reduces the chance of losing your customer to any competitor
  • It creates a positive brand image and attracts new customers.
  • Lastly, it is cheaper to retain a customer than to acquire new ones, hence allows you to increase your revenue overtime.