A customer satisfaction score, or CSAT as it’s called, attempts to measure client's satisfaction levels.
Obtaining customer feedback has increasingly become an integral part of any business set-up, in order to improve, a business must know what clients think. CSAT reflects consumer loyalty
A CSAT score is often communicated as a percentage somewhere between 0 and 100, with 100% representing complete customer satisfaction.
Numerous companies that gloat high customer satisfaction are those with CSAT scores in the upper 80's or 90's, however how this is measured can be extremely dubious.
This ability to analyse a customer’s (a caller’s) experience to be able to accurately evaluate your own telephony procedures is paramount to a company’s success levels now and in the future.
Recent research suggests that improving customer experience and increasing satisfaction levels are now the most pressing strategic imperative in UK contact centres. So evaluating different survey methodology to choose the right survey process is essential for agent performance measurement.
Here at 08UK we offer a solution called ‘Multi-Channel CSAT
Our solution offers detailed statistics that will help you monitor your customer needs and your agent’s efficiency within your contact centre. The four areas of CSAT focus are:-
1.) Social Media – Post2Rate and Tweet2Rate features work collectively to offer tangible CSAT scores across the most popular Social Channels such as Facebook and Twitter.
2.) Web Surveys – A fast quick web review measurement, perhaps post purchase, can frequently give positive feedback on the online experience or highlight where improvement is needed.
3.) Voice Surveys – Post Call IVR Surveys offer a way to evaluate the efficiency of your team and how well you’re handling customer enquiries. IVR surveys offer immediate measurement at an individual level which is accurate and more open to verbatim comments.
4.) Email Surveys – Valuable for mass overview, where a whole client base can be reviewed efficiently with little effort. When used with strategic focus a powerful insight can be gained by tracking satisfaction levels throughout the customer lifecycle.
CSAT gives a business live statistics which offer real insight, a finger on the pulse of your customer. The Post Call IVR Survey allows unhappy CSAT scores to be displayed instantly on to a live display board and the person contacted to apologies and rectify. Similarly happy customers voicing consumer loyalty is also caught, measured and conveyed on to the same live display board.
If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us. Call us now for free on 0800 408 0807
