Of course, to achieve this, it requires an unforgettable shopping experience and impeccable customer service. In fact, you must be present, attentive to friction and available throughout the customer journey in order to america cell phone number list make each customer's experience unique and as personalized as possible.
While there are several methods for measuring customer satisfaction such as studies, questionnaires or surveys , it is also important to understand the indicators (see also the KPIs of loyalty champions ). In this article, we will evaluate together the key indicators to follow to boost your customer satisfaction.
CSAT (Customer Satisfaction Score)
“Are you satisfied with the handling of your support request?”
The principle of CSAT or Customer Satisfaction Score is to collect feedback from the customer either directly after they have performed an action (purchase, assistance, contact, etc.), or at the appropriate time . There are two cases, the open question or the scale question (good, neutral, bad) often illustrated by emojis.
CSAT – Customer Satisfaction Score
For the open question, it is important to collect feedback regarding quality, efficiency and customer satisfaction. This will allow you to better identify areas for improvement and consolidate areas already acquired.
The CSAT gives you the opportunity to set up a simple-to-use , intuitive satisfaction survey that adapts perfectly to all types of situations (in particular thanks to the tone used: often direct and unequivocal).