CSAT, or Customer Satisfaction Score, is exactly what its name suggests. It measures how satisfied customers are with your product, service, or overall experience. This is typically evaluated on a scale from ‘very dissatisfied’ to ‘very satisfied’.
How to Measure CSAT?
Measuring CSAT involves asking your customers to rate their satisfaction with your business on a given scale. This could be a numeric scale (1 to 5, 1 to 10, etc.), or a range of emotions from ‘very dissatisfied’ to ‘very satisfied’.
- First, decide on the scale you want to use. Remember, simplicity is key here. You don’t want to confuse your customers with too many options.
- Next, design your CSAT survey. This could be a single question like “How would you rate your overall satisfaction with our service?” or it could involve a series of questions about different aspects of your business.
- Send out the survey to your customers. You could do this through email, on your website, or even via a mobile app. The important thing is to make it easy for your customers to respond.
- Finally, analyze the results. If most of your customers rate their satisfaction high, then give yourself a pat on the back. If not, don’t panic. Use this as an opportunity to improve.
