Customer expectations are always changing, and let’s be honest, they’re usually rising. A great CX tool must also change and evolve to keep up with current trends. The developers of Zurvey.io know this, and now they’re happy to report that the CSAT dimension and CSAT charts have been introduced to the platform.
A useful approach besides measuring the Net Promoter Score® is understanding how happy your customers are at any moment. Customer Satisfaction (CSAT) is a key performance indicator both for customer service and product quality. CSAT surveys usually include a variation of the question “How would you rate your overall satisfaction with the product/service you have received?” Answers are typically given on a Likert scale (a five- or seven-point scale), ranging from some variation of ‘extremely dissatisfied’ to ‘extremely satisfied’.
Measuring it matters because a high CSAT score (the result of pleasurable experiences) is a strong predictor of product repurchase, customer retention and brand loyalty. Sometimes, all it takes to raise your CSAT score is something simple, like displaying shipping options on a dedicated subpage. But it can also be a series of complicated steps, like replacing a certain product line that didn’t work out. You can even incorporate some tactics based on company policies: for example, when the score drops below a certain point, offer your clients something for their trouble. When the score rises above a certain point, refer them to your advocacy program. Including a few extra questions besides collecting the numeric answers can point you in the right direction.
Just like with NPS, we have added the Customer Satisfaction Score to Zurvey.io both as a dimension type and a question type. Now you can:
„With the introduction of the CSAT dimension and charts, we have given our users effective and flexible tools to measure customer satisfaction. Combined with Zurvey.io's advanced NLP, you’ll be getting the most out of your CX feedback.”
- Bálint Katócs, Product Manager of Zurvey.io
We hope you enjoy the new features, and that they take you closer to achieving your CX goals!
If you haven't tried Zurvey.io yet and would like to see a demo, don't hesitate to get in touch with our team. 👇