CSAT stands for Customer SATisfaction and is a parameter used to denote how satisfied a customer is with a service, product, or experience. It is different from Net Promoter Score (NPS); a CSAT score is strictly a measurement of customer happiness, while NPS is the measurement of customer loyalty to a brand.
CSAT stands for customer satisfaction and is a parameter used to denote how satisfied a customer is with a service, product, or experience. It is different from the Net Promoter Score (NPS); a CSAT score strictly measures customer happiness, while NPS is the measurement of customer loyalty to a brand.
How is CSAT measured?
There is no universal rule measuring customer satisfaction (CSAT). So, the process changes from one organization to another. But, universally, CSAT scores always involve asking qualified customers to rate the contact center’s services.
Most often, this involves surveys communicated through channels like mail, email, phone, and mobile application.
These surveys often include Yes/No questions and prompt to rate service on scales of 1-10.
How can contact centers improve customer satisfaction?
Improve first call resolution (FCR). Customers want their issues resolved right away, without any calls back. FCR directly affects satisfaction levels. Improving FCR therefore improves customer satisfaction.
Omnichannel approach. Organizations should identify and deploy tools across different communication channels for customers to easily reach out to them. Improving reach via channels like email, social media, and chat is essential for customer satisfaction.
Reduce average handling time (AHT). Customers want quick resolutions. Contact centers that can ensure fast and efficient services, regardless of the channel, will have lower AHTs and better customer satisfaction levels.
Automate. Automated services take the load off of contact center agents, and open the floor to high-priority customers.
Monitor agent satisfaction (ASAT). Agent satisfaction directly relates to CSAT. If agents are satisfied, it reflects positively in their work and drives customer satisfaction.