CRM Customer satisfaction:
Metric: Customer satisfaction
Definition: Customer satisfaction is the measure of the overall satisfaction of the interaction or service.
Customer satisfaction is an important measure of success and is vital method of feedback for process and product improvement.
Companies that devote energy and resources into determining their customer satisfaction are more easily able to maintain a competitive position.
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:1 - 3 of 5
Ask the Expert - Expert Martha Rogers gives advice on creating a customer satisfaction survey that will capture your customer's true feelings.
Ask the Expert - Expert Lior Arussy offers five tips on improving customer satisfaction through the call center.
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:1 - 1 of 1
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:1 - 1 of 1
Podcast - In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center.