Customer satisfaction surveys are an excellent way to gauge happiness and engagement, and also a powerful tool for customer follow-up and problem resolution. As part of your overall customer engagement strategy, it’s important to survey your customers regularly to gather feedback on their recent experiences and general satisfaction level.
Customer Satisfaction (CSAT) is the measure of how satisfied your customers are with your company's products and/or services. Most commonly, companies use a numeric scoring mechanism to better represent satisfaction over time and collect qualitative feedback to make immediate improvements.
To measure Customer Satisfaction, first decide on the scale at which you will collect relative satisfaction. One example is choosing a rating between 1-10 where 1 = very dissatisfied and 10 = very satisfied. Once you have the scoring mechanism, then send the question to customers and collect their feedback. Once you have enough respondents, you can then take the average score from your respondents to calculate your CSAT Score.
The biggest difference between NPS and CSAT is the type of question that you are asking and the time period that you are looking to measure. Generally speaking, NPS (Net Promoter Score) is looking at whether a customer would take a positive action based on their experience with your product. This is something that is best measured over time. On the other hand, CSAT (Customer Satisfaction) is more focused on direct feedback to their experience immediately after the interaction takes place. If you have questions on which to use for your business, feel free to reach out to our support team (email@example.com) and we'd be happy to help you think through it.
The most common CSAT question is: "How satisfied are you with our product or service?" If you are looking for additional questions, please reach out to our support team (firstname.lastname@example.org) and we'd be happy to help you think through ideal questions for your survey to drive the right types of insights.
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