What is CSAT used for?
Posted: Sun Dec 22, 2024 5:46 am
CSAT is used to measure and calculate the percentage of customers satisfied with your business and the experience you provide. Its usefulness covers various aspects:
Evaluation: Promotes quick and quantifiable analysis of customer satisfaction. From the score, you get a clear picture of how your customers perceive your business and the experience you provide.
Identifying areas for improvement: This allows you to identify areas that users are happy with and those that need adjustments. By knowing your customers' expectations and unmet needs, you gain resources to improve the quality of your offering or service.
Decision making: With the data obtained from CSAT, you can adjust strategies to meet the needs of your customers.
continuous improvement: The malaysia mobile number list Customer Satisfaction Score is a tool for continuous improvement — it serves to optimize customer service during the purchasing process, the relationship with the company and the perception they have of it.
Building loyalty: Applying CSAT allows businesses to work to improve the quality of their products or services—something that 48% of US consumers highlighted as one of the main reasons for being loyal to a brand.
How does CSAT work?
CSAT works through simple and direct questions that the customer receives through a survey. Some examples are:
How satisfied are you with the service you just received?
How satisfied are you with the delivery time of our product?
How satisfied are you with the results obtained with our solution?
A popular way to measure responses is the Likert scale . It consists of a series of statements to which the person responds, where each response equals a number.
For example: How satisfied are you with the service you received today?
Very dissatisfied (1)
Dissatisfied (2)
Neither satisfied nor dissatisfied (3)
Satisfied (4)
Very satisfied (5)
Customers choose the option that best reflects their experience, and their responses are translated into a numerical score.
There are different formulas to calculate the CSAT score:
Overall score: sum of all scores / total number of responses x 100 = % of satisfied customers;
Detailed rating of satisfied customers: satisfied respondents (rated 4 or 5) / total respondents x 100 = % of satisfied customers;
Detailed score of dissatisfied customers: Dissatisfied respondents (rated 1-3) / Total respondents x 100 = % of dissatisfied customers.
Why measure CSAT in your company?
Evaluation: Promotes quick and quantifiable analysis of customer satisfaction. From the score, you get a clear picture of how your customers perceive your business and the experience you provide.
Identifying areas for improvement: This allows you to identify areas that users are happy with and those that need adjustments. By knowing your customers' expectations and unmet needs, you gain resources to improve the quality of your offering or service.
Decision making: With the data obtained from CSAT, you can adjust strategies to meet the needs of your customers.
continuous improvement: The malaysia mobile number list Customer Satisfaction Score is a tool for continuous improvement — it serves to optimize customer service during the purchasing process, the relationship with the company and the perception they have of it.
Building loyalty: Applying CSAT allows businesses to work to improve the quality of their products or services—something that 48% of US consumers highlighted as one of the main reasons for being loyal to a brand.
How does CSAT work?
CSAT works through simple and direct questions that the customer receives through a survey. Some examples are:
How satisfied are you with the service you just received?
How satisfied are you with the delivery time of our product?
How satisfied are you with the results obtained with our solution?
A popular way to measure responses is the Likert scale . It consists of a series of statements to which the person responds, where each response equals a number.
For example: How satisfied are you with the service you received today?
Very dissatisfied (1)
Dissatisfied (2)
Neither satisfied nor dissatisfied (3)
Satisfied (4)
Very satisfied (5)
Customers choose the option that best reflects their experience, and their responses are translated into a numerical score.
There are different formulas to calculate the CSAT score:
Overall score: sum of all scores / total number of responses x 100 = % of satisfied customers;
Detailed rating of satisfied customers: satisfied respondents (rated 4 or 5) / total respondents x 100 = % of satisfied customers;
Detailed score of dissatisfied customers: Dissatisfied respondents (rated 1-3) / Total respondents x 100 = % of dissatisfied customers.
Why measure CSAT in your company?