May 31, 2019
Customer Satisfaction Rating (CSAT)
Customer Satisfaction Score (CSAT) is a popular key performance indicator that tracks customer satisfaction. The process involves a survey question or a set of questions. The customers answer by indicating their level of satisfaction. The most popular scale is 1 to 10, with 1 being the least satisfied and 10 as the most satisfied level.
The best timing to use this methodology are after sales, before renewal of subscription, and after customer support. After-sales or after-customer support satisfaction is crucial for repeat customers. So, a business should have first-hand knowledge on its customer satisfaction. A simple interview or a feedback form after a sale would suffice. The result gives a business the necessary output whether or not to improve customer service right there and then. However, the possible ambiguity might be a disadvantage, especially if a customer is dissatisfied with the service.
Customer satisfaction score might be the simplest metric but it’s a powerful tool for all businesses. It closes the loop on first customer interaction and helps businesses move on to the next level. Computation is quick and easy. You add up all the rating and divide the total score by the number of respondents. Most likely, you’ll get a percentage. Get your customer satisfaction score a notch higher by outsourcing your customer service team. Check out Outsource Accelerator’s extensive list of outsourcing companies in the Philippines.