How To Improve Your Company’s CSAT Score
For any business that sales a service or product, whether it’s through business to customers or business to business, has a CSAT score whether they know it or not. CSAT stands for a customer satisfaction score it?s exactly what it sounds like. This is a numerical number that measure just how satisfied your customers are with your product or service. It allows manager and business owners to know and understand they can do to make their customers much happier with their business. According to research, it?s six to seven times more expensive to acquire a new customer than it is to keep a current one and customer loyalty can be worth 10 times as much as a single purchase. Keeping your customers happy at all times is not only good for your brand but it?s also a huge revenue generator. Happy customer means a better and growing business.
Living in today?s modern age gives people the ability to share their customer experience
much easier. 24% of American adults have posted comments or reviews online about the product or services they buy. The majority of these comments are of course negative since people tend to feel the need to share their a experience of customer service as opposed to a positive customer experience. Ultimately, customer service and customer experience go hand in hand. It?s extremely important for a company to keep track of their customer satisfaction score in order to accurately measure your customer?s happiness and manage your team much more efficiently in the process.
Let?s take a good look at how you can improve your customer satisfaction score with these easy tips and guide:
A simple survey might do the job.Create a survey with questions that asks customers to rate your service or product and briefly explain what they like and don?t like about it. Try not to make the survey too lengthy so that it does not seem like a chore for them to do. Make sure the questions are straightforward and to the point. Just a quick question asking them to give a thumb up or rate from 1 to 5 is a good way to measure customer satisfaction.
Give a lasting first second and third impression.Forty eight percent of consumers say that the most critical time to gain their loyalty is when they make their first purchase or at the beginning of their service. This is when interacting with your customers comes at a great importance. Talk to them, ask them what they need or want, and most of all make suggestions to better their customer satisfaction. There Are several things you can do to create customer loyalty and it all has to do with how well you treat them. Customers who are made to feel welcomed and appreciated will most like remain loyal to the company for a long time to come.
Ask for feedback and act on it fast.When it proves to be a little difficult to improve customer satisfaction you just have to go ahead and fish out the feedback and quickly act on them right then and there. Surveys take time to construct properly and in most cases depending on what sort of medium is use to send them out to the customers they are often disregarded. It?s become very common for service managers ask their customers what they think during the service or right after. It?s a huge employee branding strategy that’s very common nowadays. Take advantage of having access to their thoughts on your service that very moment. Get to know what they liked and didn?t like. This is a goldmine to improving on customer satisfaction. The fact that they see you making an effort to improve you customer service while making them happy is a major plus on the CSAT score.The more comfortable you make them feel while answering your question the greater chance you have in gaining their loyalty and improving their customer satisfaction.
Your customer satisfaction score is a tell-tale sign of whether your business is on the verge of success or is it at the point of failing if action is not taken immediately. Not measuring your CSAT will leave you flying blind.