You know you should be measuring customer satisfaction (opens new window), but there are just so many types of satisfaction surveys, it can be daunting to choose one to send out to your customers.
# Customer Satisfaction Score (CSAT): What is it and what does it tell us?
The good news is that there is a standardized, quick, easy-to-measure customer satisfaction survey available that works well for companies like yours. So, in this post, I am going to introduce you to Customer Satisfaction Score (CSAT) and why it is an important customer experience metric.
What is CSAT? A CSAT is a brief one-question survey that you can use to collect customer feedback. Basically, you can get the same information you would have from a question and answer survey in less than 10 seconds. Why Is Customer Satisfaction Score (CSAT) So Important?
If you are going to be doing customer experience surveys, you need to have a good idea of what you’re trying to measure. One of the things that is so critical to CSAT is clarity.
# When should you use CSAT
When customer satisfaction is low, a change needs to be made. You can’t stay with a product or service that isn’t satisfying customers. When Should You Use CSAT? Using customer satisfaction to measure the success of your web design business.
In case you haven’t heard of it, Snapshot is a customer satisfaction survey with high levels of data collection. This is perfect for you to create a report that can serve as a guide for improvements and changes that will improve your bottom line.
# How to conduct a CSAT survey
According to WooRank, customer satisfaction is defined as “the customer’s perception of the extent to which they received the benefits or satisfaction that they expected when they purchased, received services from, or were involved with your business.” One survey often used to measure customer satisfaction is Customer Service Satisfaction Survey (CSAT), which comes from the APQC Knowledge Center.
The APQC is a nonprofit organization that serves as a forum for applying, evaluating, and sharing process improvement methodologies. To conduct a CSAT survey, follow these steps: 1. Choose Your Survey Platform Using a questionnaire to collect customer information can be a hassle and lead to lost data, so make sure you do a little research before you start the survey.
# The Value of CSAT
Customer satisfaction survey is different from any other. They are really quick and simple surveys. What Is the Purpose of Customer Satisfaction Survey? Customer satisfaction survey serves as a crucial way to measure customer's level of satisfaction. The survey helps you understand your customers' experience in advance of their experience. The survey measures how customers react to a certain business practice.
A strong customer satisfaction rating indicates your business can get customers to make repeat purchases. Does Customer Satisfaction Survey Lead to Customer Growth? Yes. Customer satisfaction survey can be used as a customer growth tool. It can be used to increase sales. It can help a business come up with better solutions to solve problems or identify new market opportunities.
# 🚀 Which tool should you use for CSAT?
There are a lot of different tools and measuring options out there, but I’ll use the following, which should be the most prevalent: • Customer Expectations Survey • Longitudinal Survey • Customer Satisfaction Score (CSAT) Use whichever you think will be most useful.
How to Set Up Customer Satisfaction Survey As mentioned above, you can use any of the tools above for this, but my favorite is the Customer Expectations Survey from Oracle, as it’s the most comprehensive. The whole point of this survey is to find out: What your customer expects of you, so you can ensure you meet their expectations How satisfied your customers are with the products or services you provide This is not a subjective poll!
# 1. Sleekplan
Sleekplan is the only business intelligence tool you'll ever need! Sleekplan is an all-in-one customer feedback & analytics tool that helps you to improve your service or product.
The fastest way to get feedback No more faceless surveys. Sleekplan's easy and interactive CSAT survey process converts more of your customers into valuable feedback and insights.
Stay on top of your customers Sleekplan provides a powerful, accurate, and visual snapshot of all your customer's feedback — in one place.
Track CSAT with Sleekplan! (opens new window)
# 2. Google Forms
Customer experience survey scores can be normalized across different industries and geographical areas. So, there’s a good chance you’ve used Google Forms (opens new window) already in your customer satisfaction management process. GMS Customer Satisfaction Survey uses an intuitive drag-and-drop interface to create a simple but comprehensive survey.
Dtrack is a free customer satisfaction survey tool that supports 15 different fields to collect all kinds of useful data for better understanding of customer sentiment. Gauche – KISSmetrics Customer Satisfaction Survey Gauche – KISSmetrics Customer Satisfaction Survey is another open-source online survey tool that supports 10 different fields and a mobile app.
# 3. Typeform
That’s why, in our opinion, customer satisfaction score (CSAT) is the best way to go about measuring the overall level of satisfaction your customers feel with your business. It’s fairly easy to get started with, and it allows you to compare your scores to your competitors and track where you stand in the market.
One of the biggest downsides of CSAT, though, is that it does not cover customer service. And although your company probably works hard to make your customers happy, they may feel unappreciated and give you low scores just because. So, before you run out and purchase a new survey that covers customer service, we suggest keeping your current survey going.
# Conclusion
Customer satisfaction can be broken down into many different components, and each one of them is important in evaluating the overall customer experience.
Follow your customers and understand the feedback (opens new window) you’re collecting. Understand their behaviors and what drives them to take action. Customer satisfaction is a multi-faceted measurement. Consider them as components in your measurement plan, and focus on the ones that matter most to your customers and how you can make their lives easier and better.