CSAT (Customer Satisfaction) surveys are designed to help you understand how satisfied customers are with your products or services and generates actionable insights to help you make improvements and so improve satisfaction.
At SightMill we’ve been helping our customers deploy NPS (Net Promoter Score) surveys for several years and we’ve now launched support for CSAT surveys, helping you understand and track customer satisfaction as they travel through the customer journey. CSAT is normally better to help you understand and improve specific, transactional actions, products or services (whereas, say, NPS is better for the overall relationship between your customer and your organisation)
Our NPS surveys are a great way to generate an industry-standard metric (your NPS score) that helps you understand the way your customers experience your brand, products and services.
CES surveys are great for understanding the customer view of a process and how you can improve each step to make it easier for a customer to interact with your organisation.
Our new CSAT surveys are great for understanding how satisfied a customer is with your products or services, allowing you to make changes and improvements to increase satisfaction as your customers interact with your organisation.
A CSAT survey normally has a question that asks ‘How satisfied were you with …’ with the rating scale between 1-5 which is graded from ‘not satisfied’ to ‘very satisfied’.
The result is a CSAT score that ranges from 0-100%
There are three groups for the scores based on the score the customer gives:
1, 2 = Dissatisfied
3 = Neutral
4, 5 = Satisfied
Setting up a CSAT survey
It’s easy to setup a new CSAT survey project in SightMill - and we support CSAT across all the formats, from email, website to SMS and event surveys.
- In your dashboard, click on create a new project
- From the survey type, select CSAT survey
- Click OK to create your new CSAT survey project
Your new project dashboard now reflects the CSAT wording, grouping and scoring. The templates reflect the 1-5 scoring and ranges.
When to use a CSAT survey
Along with NPS and CES, our customers have already implemented CSAT surveys in their workflows, here are a few examples that could give you ideas of how this format could help you. Remember that CSAT is normally better to help you understand and improve specific, transactional actions, products or services (whereas, say, NPS is better for the overall relationship between your customer and your organisation).
- Using a CSAT email after a purchase of a product to understand if the customer is satisfied with the product
- Using website CSAT surveys after a support ticket to understand how satisfied the customer was with the help they received
- Using a QR code CSAT surveys after a restaurant meal or practical workshop or even a gym class to understand how satisfied a customer was with the meal or event
Let us help you setup and use CSAT as part of your customer-focussed initiatives; book a call and demo to talk through how we can help with your requirements.