Contactless customer experience measurement in real-time
Customer Satisfaction Survey (CSAT) is used to understand your customer’s satisfaction levels with your organisation’s products or services. This is a type of customer experience survey and can be used to gauge customers’ needs and understand problems with your products and/or services.
A Customer Satisfaction survey is used to determine a CSAT score by asking customers the question ‘How satisfied are you with [organisation]? Answers range from 1-5 with 5 being “highly satisfied” and 1 being “highly unsatisfied”. To measure changes over time, and gain a deeper understanding of whether or not you’re meeting the customer’s expectations.
To understand how satisfied your customers are, you need to understand the key drivers behind their experiences. The best way of discovering not only how your customers feel, but what has caused them to feel the way they do is by creating customer satisfaction surveys.
Customer satisfaction (CSAT) surveys are among the most widely utilized means to understand the quality of the experience a business is providing to its customers. As customer satisfaction surveys have such great potential, it is important to make sure that they are designed to resonate with respondents. Abner is an expert in asking questions and presenting the survey in the right way to get the most accurate responses from your customers.
Tips
Tips on Measuring CSAT Insights
Ask for KPI rating– Don’t just focus on the overall company rating, rather ask customers to rate on individual parameters to gain in-depth insights.
Allow for open text feedback– Don’t limit your survey to ‘how much is the rating score’, also try to find ‘why the rating score’. By collecting open-ended responses you can gain more detail about your customer’s experiences and you might uncover new insights you didn’t expect.
Optimized for mobile– Many consumers are now completing surveys on mobile devices or within mobile apps, so your survey must be optimised for mobile devices.
