You know that call centers exist to support existing customers or to create new ones. Most of the time, when you look at both, you can see that it’s a healthy combination. For this reason, we are editing this article to tell you the most important way of managing two goals. All about Csat measurement and improvement!
Aim to strengthen the loyalty of your existing customers or convert potential consumers. The important thing here is that your main goal is to please everyone you interact with. At the same time, this satisfaction should also be returned positively. For these reasons, you must be familiar with the Csat score and its improvement. Understanding your Csat scores and learning how to measure customer satisfaction can help you save time and money by letting your callers know how much they think and expect.
What Exactly Is a Customer Satisfaction Score?
CSAT, in short, stands for customer satisfaction score. Depending on how you conduct the research and analyze the results, it’s important to see how satisfied your customers are with your business, services, and products. For this, you can see this process as both qualitative and quantitative research.
The longer the answers to the questions you ask, know that the higher the quality of information you will get. And the qualitative feedback you receive is the perfect way to learn more about customer expectations. However, callers generally expect the survey to be extremely quick and easy. Therefore, you may generally prefer quantitative questions that require binary and numerical answers.
What are the Differences Between CSAT and NPS?
CSAT and NPS are both measures of customer satisfaction. The only difference between CSAT and NPS is that CSAT measures overall customer satisfaction, while NPS only measures customer loyalty. In short, you can think of them as part of customer satisfaction. Because in general, only customers remain loyal to a brand.
Fundamentally, the NPS survey always asks one core question, while the NPS survey is different to customers in terms of phrases like “How likely are you to recommend our brand to others?” Will you promote us? These questions can generally be answered with a single scale. It can also be part of the CSAT survey. But remember that these will not be enough. Your call center includes a few more metrics to measure customer satisfaction.
What are the Metrics Measuring Customer Satisfaction?
There are certain ways to measure customer satisfaction within a call center. The most common of these are CSAT and NPS. There are also 5 other ways to measure customer satisfaction.
Customer Service Satisfaction (CSS)
The CSS score shows how satisfied a customer is with your service after the purchase.
Customer Effort Score (CES)
The CES score indicates how easy and difficult it is for your customer to resolve an issue and fulfill a request, a product purchased and returned, and how easy and difficult it is to answer the question.
Customer Health Score (CHS)
The CHS score gives an indication of how many aspects of overall product usage, account growth, and renewal are considered, and how healthy a customer has a relationship with a brand.
Customer Churn Rate (CCR)
CCR, on the other hand, reflects the percentage of customers lost over a period.
Customer comments are also one of the most important details. It best reflects a customer’s experience with your brand, products, or services. It’s also different from other CX metrics, where customers can leave comments about your brand across multiple channels, where the important note is that you’re making the right decision about what you want to die for before deciding how to measure it.
For example, if you’re trying to measure the quality of customer service and how well your call center interacts with customers, CSAT and NPS assessments are the best way to go. However, if you want a metric that measures customer satisfaction with the products and services you provide, it’s best to do CSS or CHS using the mediation of your call centers instead.
How Can You Measure Your CSAT Score?
To measure your customer satisfaction scores, get customer satisfaction feedback, and calculate the value in a standardized way, you should also ask your customers a series of questions that have been predetermined by your businesses. How customer satisfaction is measured is generally provided by the unique set of CSAT metrics in a business. For this reason, there is not yet a definitive way to measure CSAT. But a survey with a rating system is one of the most common formats for this. It is also included in various forms of rating systems and questions. It is possible to present the questions as follows:
- Binary systems (such as yes and no)
- Scalings (such as 1-10)
- Short multiple-choice options (such as dissatisfied, satisfied, and very satisfied)
- Statements and questionnaires showing how much customers agree with them
- Clear answers that your customers can comment on in their own words
Some typical questions in the surveys are:
- Are you satisfied with …? (Yes or no)
- How satisfied are you with …? (Numerical scale is used)
- Which product feature do you use most often? (Multiple choice)
- The interface of the website was quite useful. (Agree, disagree, numerical scale, emoji)
- How can we improve your experience with the company? (Clear text)
How Can You Calculate CSAT Score?
Are you trying to figure out how the CSAT value is calculated? Customer satisfaction is not a surefire way to get your feedback. For this reason, you can use a simple customer satisfaction score calculation that you can use after determining your question set and rating system.
To measure the CSAT score of the data you have collected, add up all the positive responses, divide them by the total number of responses, and then multiply by 100. As a result, you will get a percentage that will give you a clear idea.
Find Out If Your CSAT Score Is Good or Bad
Many factors play a role in this point when trying to determine whether your calculated CSAT score is good enough. Scores generally vary depending on the types of questions you’ve asked and how you’ve asked them. If you ask for quarterly feedback on customer satisfaction, the score remains stable until the next rating. However, if you ask your callers to rate the service you have provided after each call, this score will change constantly. In such cases, you need to be even more careful.
The adequacy of the score also varies depending on the industry average and the metrics used. Your standards may be different. That’s why you may want to focus on raising your scores and stop comparing your scores to others in the same industry. In short, when everything is taken into consideration, the importance of customer satisfaction always remains the same. An important rule of thumb is that you should keep your CSAT score above 75% for 3 out of 4 customers to be satisfied.
CSAT Question Examples
There are some options to consider measuring the services of your headquarters, business, and brand. These:
- Did you get the result you needed from the interaction? (Yes or no)
- Were you able to resolve the issue you were having with your first meeting (yes or no)
- If you need to rate between 1 and 10, how likely are you to recommend our services to others?
- Are you satisfied with our customer representative who takes care of you? Please scale from 1 to 5.
How satisfied are you with the services we provide? (I’m satisfied, I’m a little satisfied, I’m very satisfied, I’m not satisfied)