How Measuring Customer Satisfaction Impacts Your Business
Customer satisfaction score (CSAT) is a crucial metric for gauging how your customers feel about your service. If you aren’t measuring CSAT, you risk remaining blissfully ignorant of potential issues that could lead to customer churn or missing out on recognizing your raving fans. Understanding this truth is essential for your business.
When your clients are happy, you can leverage Simplesat’s social proof promotion tool to showcase the positive feedback you receive.
Publish feedback right to your website
Maintaining high service levels is vital, and knowing when you’re slipping allows you to address concerns proactively.
Real-time specific feedback
If disappointment arises, early detection is key. General complaints like, “your service sucks,” aren’t helpful. Specific feedback such as:
“It took too long for someone to get back to me.”
“The issue wasn’t fixed and you closed the ticket.”
“Fred was not very friendly and didn’t answer my question.”
Each of these sting in different ways, but they are also breadcrumbs that lead you to solve issues in your service. Sometimes it’s a process issue, a communication issue, or a people issue. The specific feedback creates the opportunity for you to acknowledge the individual complaint and take corrective steps to reduce the likelihood of the issue recurring.
Dealing with a negative survey score
An upset customer wants acknowledgment. When a complaint is logged in your CSAT system, like Simplesat, an automatic notice is generated.
Email notification of a negative survey in Simplesat
Prompt follow-up, an apology, and a genuine conversation can help mend the relationship. Acknowledging their feedback seriously builds trust and fosters a willingness to provide more insights.
Keep the feedback flywheel spinning
When customers see their feedback valued and acted upon, it enhances their trust. This encourages more feedback, both positive and negative. Often, the most vocal detractors can become your strongest advocates once they feel heard.
Real life example of CSAT rollout
Here is a real example of feedback from Theresa Kent of Providence Consulting, who implemented Simplesat. She was blown away by the power of the real-time data that Simplesat provided her and her team.
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“We are getting back some customer satisfaction data! This data is BEYOND valuable as it is real-time, real scenario feedback. The amount of responses we have received has surpassed our initial expectations. This is great because this tells us that our clients truly want to let Providence know how we are doing.
As you can see, this is where we are after just a few short weeks. What good looks like to Providenceis having a satisfaction rate of >90%. We are there, but barely. It only took 1 neutral and 1 negative rating to have us drop almost 10%. Based on the comments that have come with the positive ratings though, I know this will shoot right back up! Keep up the amazing work—it shows and the proof really is in the pudding.”
Theresa Kent | Customer Success Manager
Providence Consulting
