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"The first step in exceeding your customer's expectations is to know those expectations."
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what is Customer satisfaction?
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Customer Satisfaction or C- SAT is a survey measuring customer satisfaction received from product or service by focusing on collecting information "as soon as" the customer has finished using the product, service or participating in activities.
Customer Satisfaction reflects business operations. High level of satisfaction means you can keep your existing customers. There are customers who believe in the brand and are willing to buy more products or services. Customer Satisfaction helps answer why customers are satisfied with the experience which will help businesses create more satisfying experiences in the future. |
Methodology
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Customer Satisfaction (C-SAT)
is a measure of how satisfied customers are using a product or service. Questions used like “Rate you overall satisfaction you get from Product / Service from 1 to 5" where 5 is very satisfied and 1 is very dissatisfied ”. Net Promoter Score (NPS) is a measure of the attractiveness of the company to its customers. This is a short survey using questions such as "How would you like to introduce our company to your friends?" with options from 1 to 10. Customer Effort Score (CES) is a measure of how much effort customers have to make to use your product or service. Questions used like "How easy is it to connect with our company today?" |
C-SAT benefits
Use results for future development
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Maintain loyal customer / Prevent customer churn
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Increase income from your loyal customers
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