Customer Satisfaction - CSAT


With Kundo, you can gain valuable insights into how your customers perceive your service and what potential improvements they see. 

This guide describes the following:

What is CSAT?

CSAT stands for Customer Satisfaction and is one of the most common KPIs to follow in customer service.

CSAT aims to measure how satisfied someone is with an interaction, service, or situation. This is done by asking the question "How satisfied are you with the service you received?" and requesting a rating between 1-5, where the scale ranges from "Very dissatisfied" to "Very satisfied." It is also common to have a follow-up question where respondents can complement their rating with additional nuances or feedback.

In Kundo, this is done immediately after an email or chat interaction, but you can also measure CSAT on, for example, the website or after a completed purchase in the e-shop.

CSAT score is a percentage value based on the proportion of satisfied customers (4s and 5s).

We receive 50 rating responses from our customers. Of these, 41 have answered 4 or 5, i.e., "satisfied" or "very satisfied." (41/50)x100=82. Thus, 82% is our CSAT score!

What is a good CSAT score and how can you improve it?

If you are at 70% or higher, you're at a good level and can feel confident that your customers generally perceive that they receive good service from you. If you are below 50%, you really need to make a change to reach an acceptable level.

This is a general recommendation that may vary between different industries.

That being said, there are always things you can do to improve your CSAT. Below are some examples of actions you can take to increase your score specifically for your customer service tickets. Much of it is common, honest customer service work, and of course, there are many more things you can do since every positive change in a customer's interaction with you affects the CSAT score!

Reduce your response times
By quickly responding that you have received the case and will investigate it as soon as possible, you make the inquirer feel confident that they are well taken care of. It also buys you some extra time to handle the case itself without creating frustration for the inquirer. However, auto-responses do not create the same positive effect!

Let the experts handle their expertise
Having people with the right skills handle the right types of cases ensures that the customer receives the best possible and efficient help. Of course, employees must develop their skills by handling real cases, but it still needs to be said that it can negatively affect customer satisfaction for a period.

Show that you understand the customer
Showing that you understand the customer and how their experience affects them makes you perceived as accommodating and shows that you genuinely care!

Describe what you do to avoid the problem from happening again
If the ticket you receive is related to a problem, unlike only solving the immediate problem, you can explain what you do to prevent it from happening again. In this way, you are perceived as a long-term, reliable, and stable partner who both listens to and adapts to your customers.

How can you use CSAT in your work?

By starting to monitor customer satisfaction, you surely have the goal to do something with the knowledge and insights you gain. Here are some tips on how you can use CSAT in your work!

As a manager or team leader

Coach your employees
Using both ratings and comments from the tickets individual employees have handled, you can show both positive examples and cases that would need some adjustment. These become concrete examples that make it easy to coach can lead to relevant discussions. 

Plan operations
If you manage to draw conclusions about, for example, which types of cases result in lower ratings, you can also adapt and steer operations accordingly to make sure you are better staffed to handle those types of cases.

Improve the service
Use the lessons you learn from your customers to improve the service. You can gain insight into everything from missing information on your website to poor handover between employees working on the same ticket, forcing the customer to repeat themselves for example.

As an employee

Take advantage of customer comments and develop your work
Customer comments can help you understand what you can develop. There may have been misunderstandings in some part where there didn't need to be. Is it possible to phrase things differently?

Understand how you compare to the group
Knowing how you compare to the group as a whole gives you an indication of whether there are things that need to be improved or a confidence that you are delivering at least as well as everyone else.

Give yourself a pat on the back
You're doing a great job, and your customers notice! Take advantage of all the good ratings and positive comments and encourage yourself for the great job you're doing!

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