The Customer Satisfaction Score (CSAT) is a metric that businesses use to measure how satisfied their customers are with their overall experience with the company. This technique can be used to evaluate the quality of your product and services, or how well a customer was treated during an interaction. It can help you make a decision about how to improve your products, how to manage your inventory, and better understand why people are not satisfied with what you have.
It’s important to have a customer satisfaction score as high as possible in order to maintain a good reputation and avoid losing customers. But it’s not enough to just ask your customers how they feel about you, you also want to know what they want and how you can help them. Rapidly responding to these needs can be the difference maker to how long your company survives.
For that reason, we want to help you. In this blog, we’ll cover how to calculate your CSAT score and ways you can improve it.
How to calculate your CSAT score
In order to calculate CSAT, you need to survey your customers and ask them about their experience with your company. You can survey their customers through traditional means or use social media channels such as Twitter or Facebook and get feedback on how they feel about your brand. A customer satisfaction survey is a questionnaire that asks your customers to rate their experience on a scale of 1-5.
Usually the scale range looks something like this:
- Very unsatisfied
- Unsatisfied
- Neutral
- Satisfied
- Very satisfied
Once you have the responses, you need to tally how many were satisfied. This means adding up the number of respondents who answered either 4 or 5 on your survey.
The CSAT score is then calculated by the following formula:
CSAT = (number of satisfied customers/total number of customers surveyed) * 100 = the percentage of satisfied customers
What are the best ways to improve your CSAT score?
The best way to improve your CSAT score is by improving your customer service skills, improving your product knowledge, and understanding how your customers feel about your product. It also includes following up with customers who are unsatisfied.
If you really want to improve your CSAT score but don’t want to manage a hundred different tactics, you should focus on the following three areas:
- Ensuring your employees and customers have access to the most relevant product information
- Empowering your customers to proactively resolve issues themselves or contact customer service
- Providing product adoption materials for customers to maximize the value of their purchase
How Guidde can help improve your CSAT score
When you think about what it takes to ensure your customers and employees have the right content when they need it, it quickly becomes apparent that you’re taking on a large feat. Content needs to scale and scale quickly.
That’s where Guidde can help. Literally anyone can use Guidde to create video tutorials and process documentation about any topic. Record original video and voice overs in a matter of clicks. Add text, annotations, and existing footage and create compelling content that will resonate with audience.
