CRM Customer satisfaction:

Customer satisfaction

Metric: Customer satisfaction

Acronym: CSAT

Definition: Customer satisfaction is the measure of the overall satisfaction of the interaction or service.

Application:
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
- Mail
- Email

Measuring customer satisfaction in the call center: Expert advice:

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Test your knowledge of customer satisfaction: Quiz:

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Understanding customer satisfaction as a call center metric: Podcast:

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