Customer satisfaction score is a commonly used metric to measure customer satisfaction after a person has gone through an experience. It indicates how satisfied customers are with the company’s products and services.In this blog we will discuss 9 working strategies to increase your satisfaction scores across touchpoints.
What Is The CSAT Formula?
A simple customer satisfaction survey has one question.
“How satisfied were you with your recent interaction?”. The response options can either be displayed as emoticons or text letters.
The scale ranges as follows:
Highly satisfied, satisfied, neutral, unsatisfied, highly unsatisfied.
Count the number of satisfied customers (promoters who rated you in the ‘highly satisfied’ and ‘satisfied’ category).
The formula is as follows:
CSAT score = (Total number of promoters/ total scores received) x 100.
For example, if you received 150 responses from promoters from a total of 200 responses, your score will be 75.
9 Strategies To Improve Your Customer Satisfaction Scores
Capturing satisfaction metrics can help you measure and assess detractors and promoters. This is a standard procedure of every company looking to upgrade their competitive stance.
Here are 9 ways to increase your CSAT scores that actually work.
Train and empower employees and internal teams:
When internal teams resolve issues instantly, they can close the feedback loop sooner. This prevents the problems from reaching higher up in the support hierarchy. This resolves complaints faster, resolves backlog of issues and you retain a customer. Train support teams to interact with customers, identify their problems with empathy and offer instant feasible solutions. However, teams can also be trained to assess satisfaction metrics, analyze open ended feedback , and conduct thorough sentiment analysis. This can help them become competent in handling complex customer problems too.
Understand customer complaints and prior to offering solutions:
CX team members can gather survey data, feedback results and identify pain points, behaviours and requirements. You can assess feedback via social media platforms and customer support interactions. While analytics can give you insights into the measurable part of the metrics, open-ended responses can help you assess the human side of the interaction.
Personalize customer interactions for every feedback:
Most companies keep a track of satisfaction metrics via customer health scores. Use this data to customize interaction with relation to their requirements. This includes offering tailor made recommendations, upselling or cross selling depending upon their past purchases. Personalization is extremely helpful when offering solutions to detractors based on their specific grievances. This can help the user base restore their faith in the brand and continue becoming their patrons.
Focus on service quality across touchpoints:
The customer journey across different industries can be long or short depending on the product being sold. In the financial sector, the customer journey is almost lifelong. At this point, every touchpoint is critical. People depending on banks, expect faster responses, better customer services across mobile apps or websites. Each touchpoint will be sensitive. Keeping a consistent service across touchpoints and high friction points can improve brand value in the market.
Reward and recognize good services:
A good customer experience begins with training the internal teams. Apple encourages their teams and employees to resolve issues right when they happen. The employees are rewarded for their independent thinking. This reflects in the end customer service that they provide across offline retail stores. Similarly, companies that incentivize their employees can reap benefits during customer service protocols. This can also gerner higher customer retention rates.
Invest in technology to create seamless workflows:
Batch processing customer feedback can spell disaster in an era where people are digitally connected. Brands cannot afford to lose customers in the event of an online reputation damage.Automate processes so that you can divert human resources to more meaningful activities. Example website chatbots can stay round the clock to collect customer data across time zones. Automated feedback surveys at intervals can help CX teams collaborate efficiently. Use technology solutions such as CRM systems, customer support software, and AI-powered chatbots to streamline processes and automate repetitive tasks.
Keep an eye out on your competitors to stay ahead:
Keep an eye on competitor offerings and customer satisfaction levels. Companies can benchmark performance metrics against industry standards. One thing to remember is that different companies have different ways of assessing satisfaction metrics. While keeping a market standard is good, do not lose sight of a personalised way of assessing health scores and satisfaction metrics. Strive to differentiate your brand by offering superior or standardised service and value.
Encourage and reward customer loyalty:
Implement loyalty programs, discounts, and special offers to reward repeat customers. This encourages brand loyalty. Engage with customers through targeted marketing campaigns and personalized incentives. You can also incentivize feedback by offering survey rewards. However, keep the incentives appropriate as per the industry and target respondents.
Seek feedback and implement continuous improvement:
Encourage customers to provide feedback after every interaction. Use this feedback to make real-time improvements and demonstrate to customers that their opinions are valued. Regularly review CSAT data and identify areas for improvement. Implement changes based on customer feedback and market trends to enhance the overall customer experience.
Conclusion
Ready to take your satisfaction metrics to the next level? Opt for a 14 day free trial with Merren. Curate surveys with our AI survey builder. Share surveys via WhatsApp messenger, Facebook messenger surveys and chatbots. Take control of your satisfaction metrics via the Merren CX dashboard.