CSAT is one of the most popular customer loyalty metrics we use today. But, what makes this research so important?
CSAT scores are a customer loyalty metric that is essential in helping improve customer satisfaction. Companies use these metrics to help determine how satisfied customers are with their overall experiences.
Why Is CSAT Important?
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A reasonably slight increase in your CSAT scores can directly impact your customer base. A 10% CSAT percentage increase could add as many as 12% more customers.
How Do You Measure CSAT Scores?
Customer satisfaction scores are assessed by addressing concerns via company surveys. These surveys invite customers to rate their experience with specific products or services.
These interactions are based on a 5-point percentage scale, with the lowest representing very unsatisfied and the highest representing very satisfied:
- Very Unsatisfied
- Unsatisfied
- Neutral
- Satisfied
- Very Satisfied
In addition, these points can be extended and distributed evenly to 10-point or higher scales. The metric focuses on the percentage of happy customers who completed the survey.
Calculating the CSAT Percentage
When calculating CSAT scores, users often focus on the 4 or 5-scale ratings. To calculate the percentage, you must follow these steps:
- Add up the total of four and five responses.
- Divide this number among the total overall responses.
- Multiply the sum by 100.
For example, if you have an 80% CSAT score, this represents 80% of satisfied customers responding to your survey.
American Customer Satisfaction Index
Once you begin using CSAT scores, you can compare and cross-reference your scores using the American Customer Satisfaction Index. This is a great resource to help apply your scores to the standards set in place.
According to the index, the current overall user satisfaction rating is 72.1%. These benchmarks will vary depending on the type of industry you research. But, it’s important to keep up to date with the standards.
How To Use Touchpoint Feedback
The Customer Satisfaction Score is both a touchpoint metric and a relationship metric. It can generate data that validates customers’ user-to-user relationships and overall experience.
Touchpoint feedback can help evaluate the customer’s journey before and after the experience. Gathering and researching this information can help develop a trustworthy fanbase.
You can break this down into three phases:
1. Discovery & Explore Stage
You can use a CSAT survey to measure the experience at the beginning and end of the experience. The beginning of researching your brand is known as the discovery & exploratory stage. Your customer will begin to dig into your goods and services.
Try to learn about what entices customers and what visually brings them to your location. Ask your customers whether their answers have been satisfactorily answered in this first step.
2. Purchasing Stage
In addition, you can research the experience at the purchasing stage, when customers agree to use your product or services. Many businesses, especially B2B companies, can determine various things by evaluating this data.
You can see which products are in high demand at specific stages.
3. Performance Stage
Measure the quality and performance of a product or service. You can begin to make changes to your product after evaluating customer feedback.
These analytics will help you understand what customers enjoy regarding your product or service. You can remove or add anything to these products and services to help promote success.
Keeping Customers Happy
Satisfied customers are more likely to return to enjoy the product or upgrade their services. The CSAT scores help measure end-to-end experiences on top of specific interactions or events. Visit our site today for more ways to improve your business using CSAT scores!
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