Customer satisfaction (CSAT) is an important metric for all businesses. The ultimate goal is to keep customers happy. Happy customers equate to better retention, lower churn rates and more repeat business.
A CSAT survey is how you understand what your customers think. It's a popular survey employed by businesses with mobile apps, websites and software-as-a-service (SaaS) products. However, any organization can use these surveys to gain more insight into people's thoughts.
Typically, CSAT surveys ask customers for their honest feedback. That data then becomes a CSAT score representing overall customer satisfaction as a percentage. The higher the CSAT score, the better.
Why You Should Push CSAT Surveys
Using CSAT survey software is a smart business move that can pay off handsomely over time. The biggest reason to send these surveys is to figure out what you can do to care for your customers.
It's one thing to earn their business one time. Whether downloading your app or paying for a product, getting them in the door is only half the battle. For continued success, you need to prioritize customer retention. Generally, future financial success hinges on the experience of existing customers.
Keeping people happy and returning to your business is how you pave the road to long-term success.
CSAT surveys are how you learn more about what customers need. You can gain real feedback that helps you optimize products, features and experience. Many organizations use these surveys to pinpoint small issues before they become glaring problems.
For example, great CSAT survey software will help you generate contextual surveys within your app or website. You can trigger the questionnaire to appear after a specific action or based on customer attributes. Strategic triggering will highlight common pain points people face, allowing you to address them.
It's all about optimizing customer experiences with your company. When you invest in continued improvement for customers, you're investing in the success of your business. Monitor CSAT scores over time to understand company performance and take action to push for improvements continually. It's mutually beneficial for your company and your customers.
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