Customer satisfaction (CSAT) is necessary to run any type of business in a successful way. It is defined as a customer’s perception of satisfaction, expectations, and your products and services. In this blog, we will walk you through the benefits of customer satisfaction reports and how to create a satisfaction survey in BoldDesk.
What is a customer satisfaction report?
A customer satisfaction report is a service measurement that states a customer’s level of satisfaction with a brand, product, or service. It aids in determining the reach of customers’ expectations for the product, support, and service of a company. Many kinds of surveys are available, but CSAT is the most popular survey type, and help-desk software makes it easy to measure customer satisfaction.
Benefits of measuring customer satisfaction feedback
- Improves customers’ faith.
- Shows your support team’s performance.
- Enhances customer lifetime value.
- Helps attain new customers.
- Aids in customer retention.
Improves customer faith
Customers trust a brand and become loyal when satisfied with the product and service. Loyal customers play a significant role in promoting products and improving profits. Further, customers share their experiences with others when they feel satisfied with the service provided by the company. Nowadays, social media plays a vital role in sharing feedback with millions of people in a few minutes. If you prioritize your service line based on customer feedback, you are eager to receive positive referrals.
Shows your support team performance
The CSAT report shows the effort taken by your support team to resolve issues. The quick response of the support team represents a sense of duty to customers and indicates your team’s speed and efficiency. The service level agreement (SLA) for a help desk plays a major role in tracking customers’ issues with the correct support team people throughout the complete cycle of technical support.
A help desk is a beneficial source to observe your support team’s performance with customers. In addition, it helps to monitor how issues are resolved the from initial response to the final fixed state.
Enhances customer lifetime value
Once customers receive good customer service, they will repeatedly approach the same company for their issues. Therefore, satisfied customers don’t like to move to another company or product since they are familiar with the current product and service. Contented customers are ready to spend more money with your business.
Helps attain new customers
The number of newcomers arriving, and the retention of existing customers determine a company’s growth. Hence, it is essential to attract potential customers and provide them with the best customer service and products.
Customers expect quality services in marketing communication, seeking assistance, and resolving problems. By offering a free trial for multiple days, new customers may like the products, and once they feel satisfied, they will be eager to purchase the products. By providing service that goes above the limit, companies ensure that customers will come back for the products and services.
Aids in customer retention
To run a business successfully, you should satisfy your customers when they reach out. Once they are satisfied with your product, they are less likely to move to another brand. Focusing on customer interaction ensures you care about customers even if they directly show their dissatisfaction.
And remember, satisfied customers aren’t always the ones who interact with the support team, so be sure to find a way to include happy patrons in your survey.
There are customers who expect an extra degree of support when raising an issue. To retain them, you have to meet their heightened expectations. For those customers especially, it’s important to regularly measure feedback and reward them when they give you a high rating. Therefore, this encourages all customers to come to you with their issues.
What is a good customer satisfaction score?
The CSAT score is a key widget that provides clear analytical data by measuring how satisfied or dissatisfied a customer is according to a provided service. Hence, it helps you take action to increase customer retention rates and enhance your brand’s name. You can use customer surveys to learn how satisfied your customers are with your brand at any point along the way.
A CSAT Score of 75% to 85% is considered good.
Formula: (CSAT Score = (Positive responses / Total responses) * 100.
The CSAT score is found by asking a simple question to measure customer satisfaction with services, products, interactions, and support.
Create a satisfaction survey in BoldDesk
Help desks provide simple steps to obtain customer satisfaction reports. In BoldDesk’s satisfaction survey, we provide simple rating scales that have a high response rate. You can choose from popular, quickly understood ways to obtain feedback, such as:
- A numerical rating scale.
- Symbols, such as smileys.
- Word indicators, such as very unsatisfied, unsatisfied, neutral, satisfied, and very satisfied.
Whatever option you choose, the scoring process is similar.
Determining customer satisfaction with your business is a simple and straightforward method of gauging success and finding problems in your customer service. Filters are available in BoldDesk to display the exact data you need. Click CSAT reports and filters to learn more.
By examining the data of your CSAT reports, you can analyze your support team’s performance and ascertain improvements needed in multiple parts of your organization. Moreover, BoldDesk provides manageable methods to send and collect customer satisfaction surveys.
If you are interested in improving your CSAT score, consider using BoldDesk.
For any questions, please post them in the comments section. You can also contact us through our support system.