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What is the Importance of CSAT in phone support?

Today, let us see the explanation provided by our Support Techs.

Measuring customer satisfaction (CSAT)

Measuring customer satisfaction is the standard for understanding how customers feel about our customer service.

CSAT scores are a great indicator of customer loyalty and brand advocacy, both of which affect our sales.

We can use the measured data to look for improvements in our CS by identifying trends in interactions that lead to low scores.

What Is Customer Satisfaction?

Satisfaction can fall into three categories:

• Firstly, satisfaction with the overall brand
• Secondly, satisfaction with the specific product or service
• Thirdly, resolution satisfaction with any pre or post-sale issues.

How to Start Measuring Customer Satisfaction

It is usually shown as a percentage, with 100% representing complete satisfaction and 0% representing the total opposite.

To capture this data, brands present customers with a survey at the end of a customer service interaction.

We can ask the customer to rate the service out of 5 or 10.

How to Measure Customer Satisfaction

The most popular way of measuring customer satisfaction are:

1. CSAT Surveys – These tend to be a 1-5 score based on potentially qualitative questions.

These are use to measure customer satisfaction with products, services, operators and overall experience.

CSAT surveys are:

• Firstly, simple to implement – CSAT surveys are the shortest and easiest way to close the loop on a customer interaction, capturing feedback on how the process went from the opening of a ticket to its resolution.
• Secondly, trackable over time – Because CSAT surveys can administer in several circumstances over the lifecycle of a customer, they reveal long-term customer satisfaction trends.
• Easy to benchmark – CSAT is a metric that can benchmarked against other industries and peers.

By comparing CSAT survey scores to others in our field, we know how we are performing against customer expectations and the average performance levels of other companies.

2. Net Promoter Score Surveys – A score of 1-10 where we take our percentage of 9-10 scores and subtract the percentage of 1-6 scores to give you an average of how well we are performing.

Generally, 7 and 8 scores are deemed neutral and discounted completely.

NPS = (%) Promoters – (%) Detractors

3. Reviews – Either onsite or using an external tool such as Trustpilot, these are use to promote positive experiences as marketing collateral.

When it comes to the importance of customer satisfaction and measuring it, the data is typically analyse against productivity metrics like response time or contacts per hour.

Faster responses lead to happier customers until responses are receive too quickly to contain enough detail to completely resolve the issue.

The Importance of Customer Satisfaction

The importance of customer satisfaction lies in its ability to indicate how loyal our customers are, and how likely they are brand advocates.

CSAT does not measure them directly but instead serves as a signal of how likely our customers are to prefer and recommend our brand.

This, combined with the fact that it costs 5 times more to attract a new customer than it does to retain a current one, makes the benefit of a high CSAT score clear to our bottom line.

Measuring customer satisfaction is also important for getting businesses to buy into our processes and performance.

The Benefits of Measuring Customer Satisfaction

Measuring customer satisfaction leads to a number of business benefits – starting with insight.

Insight leads to better training, leads to happier customers, and then more revenue.

For customers, measuring satisfaction is the first step to delivering excellent service which is a prelude to a successful business.

Whether we target consumers in budget, premium, luxury, or some other demographic as a private business.

We need to provide a level of service ahead of the competition if we want to continue to grow.

How to Improve Customer Satisfaction

Reply to Low Scores

Measuring customer satisfaction is great for determining areas that need improving within your business and your products.

But it also acts as an early warning system of the quality of advice our operators are giving.

Faster Resolutions

When we are busy, a lot of the messages we receive are from customers chasing a response to their previous message because they are frustrated.

These customers may leave a lower CSat score purely for the inconvenience of waiting longer than usual for a response.

We can prevent these lower scores by keeping customers updated on the amount of time it will take for them to receive a response.

Customers will also get faster answers if your team actively chases first contact resolutions (FCRs).

Every 1% increase in FCR rate sees a 1% increase in CSat.

We can boost FCR rate by making sure that operators are providing full answers that explain the rest of the customer’s journey.

And anticipating any follow-up questions the customer might have.

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Conclusion

To conclude, our skilled Support Engineers at Bobcares explained Importance of CSAT in phone support.