In this ebook, we'll walk you through the basics of Customer Satisfaction Score how to measure it and how to implement it. We'll also take a look at how other companies use CSAT in their support operations and how you can read, analyze and benchmark your data against others.
Measuring customer satisfaction means having a better idea of what works to keep you customers satisfied – and what leaves them unhappy. As the old saying goes “what gets measured, gets managed.” If we're keeping customer satisfaction on top of mind, and constantly looking for ways to improve, we reduce the chance of something going wrong.
Ongoing satisfaction leads to loyalty and is key in creating a long-term relationship with your customers. But keeping a long term relationship functioning is hard work. You need to keep delivering value time and time again to keep your customer satisfied.
CSAT is the most used metric for measuring customer satisfaction because it is simple to use and easy to understand. Everyone in the company can easily interpret scores. Customers can give feedback with just one click and clearly understand what's being asked of them.