What is a customer satisfaction score?
Customer satisfaction is a tool used to measure whether the customer was satisfied with the product that he/she has bought or not.
Customers nowadays leave comments on social apps about how their interaction with a product turned out. It may be better than their expectation, just right, or way below what they expected. Organizations can monitor the satisfaction level of their customers via phone calls or online surveys.
Calculating CSAT helps businesses make customer-centric decisions. This way, companies can not only decrease customer churn but can create a better overall customer experience.
Frequently asked questions
What’s the definition of Customer Satisfaction Score?
The Customer Satisfaction Score is an indicator that shows us the degree of customer loyalty. Companies use it to assess the degree of customer satisfaction with the experience with a given company (purchase, interaction, delivered product or service).
How to calculate Customer Satisfaction Score?
If you want to measure customer satisfaction score, you will need to send your customers a short questionnaire and they will be able to answer a service rating question such as ‘How would you rate the service / product you received?’ Customers should respond on a scale of 1 to 5, with 1 being very dissatisfied and 5 being very satisfied. However, if you need to extend your survey you can also use a 10 point scale.
Can you measure Customer Satisfaction Score using LiveAgent?
LiveAgent users can measure customer satisfaction using native integration with Nicereply. It is a customer satisfaction survey tool. The integration provides a survey template that can be sent to your customer base by email, embed a survey link in your email signature, or via live chat.
Expert note
Measuring customer satisfaction through CSAT is essential for businesses looking to improve customer experience and retain customers. Utilizing survey tools like Nicereply can help collect valuable feedback.
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