What are customer satisfaction surveys and why do you need them?
Customer feedback is one of the most important aspects of improving your customer experience. Only if you have quantifiable data on how well your customers like your product or service, will you be able to make meaningful enhancements to their end-user experience. And a great way to gather feedback and measure customer satisfaction levels is by using customer satisfaction(CSAT) surveys.
A CSAT survey in customer support is generally added at the end of every service interaction. It asks the customer to rate the quality of service provided on a scale that ranges from poor to excellent. Apart from customer service, it also acts as a good indicator for product teams to act on the customers’ requirements and build features that will genuinely be useful for them. CSAT surveys also help you identify which agents are resolving customer problems more satisfactorily than others.
To sum up, CSAT surveys help you:
- Understand customer pain points and bottlenecks
- Have a benchmark for goal setting and growth
- Monitor how satisfied customers are with individual support agents
- Propagate good word of mouth for your brand and reduce customer churn