Schools:Call Center Metrics
Customer satisfaction
Metric: Customer satisfaction
Acronym: CSAT
Definition: Customer satisfaction is the measure of the overall satisfaction of the interaction or service.
Application:
Tips about using customer satisfaction scores as a call center metric:
Ideally, a customer satisfaction survey is focused on the call center/customer interaction (not overall products/services) and is tied to a contact. CSAT customarily measured by an in-house or third-party survey. Common avenues for surveying include: Automated surveys (IVR) immediately after a call
Telephone surveys and call backs
Company web site
Measuring customer satisfaction in the call center: Expert advice:
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How to write a customer satisfaction survey: What questions to ask
Ask the Expert - Expert Martha Rogers gives advice on creating a customer satisfaction survey that will capture your customer's true feelings.
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Five ways to improve customer satisfaction in a call center
Ask the Expert - Expert Lior Arussy offers five tips on improving customer satisfaction through the call center.
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Contact center employee satisfaction
Ask the Expert - How do we measure whether our call-center employees clearly understand and accept their roles as well as take pride in the organization and their work?
Test your knowledge of customer satisfaction: Quiz:
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Which of the following is the least common method of issuing customer satisfaction surveys?
Quiz - Test yourself on customer satisfaction in this question from the Call Center Metrics School quiz.
Understanding customer satisfaction as a call center metric: Podcast:
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Understanding customer satisfaction as a call center metric
Podcast - In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center.
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