With 48% of customers citing poor service experiences as their main reason for switching brands, it’s essential to get a clear view of how your customers feel about your business. That’s why customer satisfaction score (CSAT) is the most popular performance indicator among service professionals, with 74% of organizations using it to measure success.
But measuring CSAT — let alone improving it — isn’t quite as simple as it sounds. Let’s take a few minutes to review what this metric really means, how to capture it, and (perhaps most importantly) how to improve it.
What is a customer satisfaction score? How do you measure CSAT? How do you calculate a customer satisfaction score? What is a good CSAT score? What is a bad score? How can you improve your customer satisfaction score? What are the pros and cons of tracking CSAT? What’s the difference between CSAT and
Read the full article on Salesforce.org blog.
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