![]() ![]() Have you ever needed to contact a company’s support team, but when you went to find contact details they were nowhere to be found? It’s an incredibly frustrating experience when it happens and that’s for one main reason: it requires a lot of effort. Since feelings change frequently and are subject to many outside factors, it’s not always the most reliable source of long-term satisfaction. That means, if a customer is frustrated with a bug or an issue, they may express that in the survey, though in general they may like your product. When you send a CSAT survey you’re just getting how the respondent feels at that very moment. In that way, it’s a very flexible metric, which is a valuable trait. As mentioned earlier, you can use CSAT to measure any number of things. The great thing about CSAT is that it’s very specific. In most cases, there’s a threshold for unsatisfied, neutral, satisfied, and very satisfied. Those looking for a more precise measure may opt to use a seven or 10 point scale. As alluded to above, CSAT is assessed by asking customers directly how they would rate their satisfaction with either a product, service, or interaction.ĬSAT commonly uses a 5-point scale survey to measure satisfaction (1 being unsatisfied, and 5 being very satisfied). If you’re not familiar, CSAT (an abbreviation for customer satisfaction) is a metric used to measure the degree to which a customer is happy with a product, service, or experience. It’s effectively a live customer satisfaction survey. When you’re finished with your meal at a restaurant, what does the waiter almost always ask? “How was everything?” They’re asking you, the customer, directly how satisfied you were with the meal. By using multiple measures you’ll have a better understanding of how your customers are doing, and will be more able to address any potential issues quickly, and effectively. With that in mind, we’re sharing five different ways you can measure customer satisfaction. In order to have a true idea of how people are feeling, you need more than one source of truth. The standards we think of like CSAT or NPS, can be misleading because they only tell part of the story. When measuring customer satisfaction you can run into a similar set of issues. The same is also true when someone does intend to turn but doesn’t use their blinker. It’s confusing, and it points to a major flaw of the turn signal: it’s not always a reliable point of reference for whether or not someone is about to make a turn. Have you ever seen a car in front of you with their turn signal on but they’re not turning? It’s the worst. ![]()
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