However, the meaning of a ‘good’ score varies across industries and businesses. Generally, a CSAT score Above 80% is considered awesome denoting your business has the highest number of satisfied customers. 60- 80% is considered good as this range suggests that your business has more ...
You also can’t establish why they’re unhappy, meaning you can’t take action aimed at resolving their issues and improving their overall experience. If your customers churn faster than you can acquire new customers, your business is in trouble. According to Forbes, organizations lose...
“So, when I’m creating my scorecard I can clearly see which things need to be weighted more heavily in the calculation of overall performance, just by taking a look at the top quadrants. This will help you to better align customer satisfaction and your quality scores.” While other busine...
Whilst this approach does allow you to capture feedback quickly from a proportionately higher percentage of your customer base, the meaning behind a CSAT score can be difficult to gauge due to the sparse amount of detail shared. Also, as you’ll never be able to get every customer to take...