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How to Measure Your Customer Satisfaction Score (CSAT)

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What is a customer satisfaction score (CSAT)?

A customer satisfaction score indicates how satisfied your current customers are with your product or service.

Why should you measure your customer satisfaction score?

This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might have sent.

It also helps identify pain points in order to see which aspects of your support could be improved.

You can get an indication of the quality of replies, too. You can use this information to identify what aspect of your support you can improve.

Learn everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/

Publicado en: Empresariales
  • Thanks for the informative post. Customer satisfaction (CSAT) is significant as it boosts customer loyalty, enhances brand image, and improves overall revenue. However, things turn precarious when CSAT rate falls. To improve your CSAT score, the first step is to comprehend the bottom line of customer experience and identify its key improvement areas. Read here the strategies that you implement to retain customers and improve their satisfaction by providing excellent experience https://www.linkedin.com/pulse/does-low-csat-score-scare-you-siddarth-sharma-1?published=t
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How to Measure Your Customer Satisfaction Score (CSAT)

  1. 1. A Guide to: Kayako’s Customer Support Metrics deep dive series CUSTOMER SATISFACTION 70%
  2. 2. What is customer satisfaction score? C S AT
  3. 3. A customer satisfaction score indicates how satisfied your current customers are with your product or service. What is customer satisfaction score? C S AT
  4. 4. Why should you measure customer satisfaction score? C S AT
  5. 5. This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might have sent. Why should you measure customer satisfaction score? C S AT
  6. 6. It also helps identify pain points in order to see which aspects of your support could be improved. You can get an indication of the quality of replies, too. You can use this information to identify what aspect of your support you can improve. Why should you measure customer satisfaction score? C S AT
  7. 7. Get the Ultimate Guide to Support Metrics cheat sheet. Your guide to all the customer support metrics that matter, and how to calculate them. Check it out!
  8. 8. How to measure your customer satisfaction score C S AT
  9. 9. It can be measured a variety of ways, but the most common is a transactional rating after contacting support. How to measure your customer satisfaction score C S AT
  10. 10. After a support conversation, send your customer a quick one-question survey. You might pose the following question: “How would you rate your recent experience with our help desk?” With the options: “Bad” or “Good”. *Tip - the shorter the survey, the more likely you are to get responses. How to measure your customer satisfaction score C S AT
  11. 11. How to measure your customer satisfaction score C S AT Check CSAT benchmark in your industry Source: American Customer Satisfaction Index Energy Utlities Health Care & Social Assistance Information Transportation Accomodation & Food Services Manufacturing/Durable Goods Manufacturing/Nondurable Goods Finance & Insurance Retail Trade Public Administration/Government E-Commerce E-business Sector 76.4 77.6 71.2 73.8 78.5 81.2 79.5 75.1 76.8 65.1 81.7 73.4 2014 74.3 75.1 68.8 74 78.3 78.8 76.7 74.8 74.8 63.9 79.5 74.4 2015 -2.70% -3.20% -3.40% -0.30% -0.30% -0.30% -3.50% -0.40% -2.60% -1.80% -2.70% 1.40% % change
  12. 12. Number of “Good” responses Total number of surveys received X 100 = CSAT % How to measure your customer satisfaction score C S AT
  13. 13. So you’ve got your customer satisfaction score… Now what? C S AT
  14. 14. Low customer satisfaction score? Less than your industry average C S AT
  15. 15. Low customer satisfaction score? Less than your industry average What this means: C S AT
  16. 16. Low customer satisfaction score? What this means: This indicates that your customer support interactions need improvement. C S AT Less than your industry average
  17. 17. What to do: Low customer satisfaction score? Less than your industry average C S AT
  18. 18. Ask your customers for more feedback to pinpoint areas that you need to work on. Once you’ve got this insight, make sure you act on it to improve customer satisfaction. C S AT What to do: Low customer satisfaction score? Less than your industry average
  19. 19. Keep tracking your CSAT over time. If it starts to go down even more, or stays consistently low in spite of your efforts, you may need rethink your support strategy. If it’s on the way up, keep doing what you’re doing! What to do: Low customer satisfaction score? Less than your industry average C S AT
  20. 20. High customer satisfaction score? More than your industry average C S AT
  21. 21. What this means: C S AT High customer satisfaction score? More than your industry average
  22. 22. Awesome job! Your customers are happy with short-term interactions with you. Now’s a good time to measure your performance over the longer-term. C S AT What this means: High customer satisfaction score? More than your industry average
  23. 23. What to do: High customer satisfaction score? More than your industry average C S AT
  24. 24. Consider measuring your customer effort score and Net Promoter Score. These will tell you how loyal your customers are and how likely they are to recommend you to friends and colleagues. Now’s a good time to measure your performance over the longer-term. What to do: High customer satisfaction score? More than your industry average C S AT
  25. 25. Get the Ultimate Guide to Support Metrics cheat sheet. Your guide to all the customer support metrics that matter, and how to calculate them. Check it out!
  26. 26. kayako.com Subscribe to our blog: learn.kayako.com/join-us

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