Satisfaction can be hard to come by. I guess that's why there are so many videos claiming to offer it. Satisfaction can also be difficult to measure. This is where Customer Satisfaction (Cat) comes in. Customer satisfaction is jargon for whether and to what extent a product or service met, failed to meet, or exceeded a user 's expectations .It's a number that represents the percentage of customers who think you excelled the last time they interacted with you. It basically asks the customer, “How enjoyable was this interaction for you?” »what_ is_ cost _sat Marketing and customer support both use Cat scores. Product teams can also use this data. Although technically a marketing metric, Cat is obviously very applicable to customer support. First, customer support is where a lot of customer interactions happen.
Second, customer interactions with support are increasingly impacting customer loyalty, word-of-mouth, online reviews, and overall revenue. "After all, customer happiness ultimately drives brand success," Kimberly Powell wrote for the employee data Get feedback blog. As Gerick Denny , former auto claims representative for a Fortune 100 insurance company and Cantera poster page, has said , the importance of measuring Cat for customer support cannot be overstated. As a customer service representative, “You are where the company promise is made or broken.
And you need to know whether you're keeping or breaking your promise. OK, how can I measure Cat? Basically, you survey your customers. Typically, you send the survey after an interaction, such as a live chat or purchase, and the questions relate to that interaction. The central question is phrased something like: "How would you rate your overall satisfaction with the service you received?" »You'll typically offer customers five options for each question: Very satisfied Rather satisfied Neither satisfied nor dissatisfied Rather dissatisfied Very unsatisfied Should I measure Cat?