Improve Your Customer Satisfaction Score Through This Guide
Customer satisfaction scores, also known as CSAT scores, are important because they allow you to figure out how happy your customers are with your service or product. CSAT scores can be used to improve customer satisfaction by seeing what needs improvement and then making changes to improve overall customer satisfaction and loyalty. For example, a restaurant may use its CSAT score to see that a lot of people are complaining about the wait time, so they could hire more staff to decrease wait times and thus increase their customer satisfaction score.
Find out why your CSAT score is low
You may be in danger of losing your customers if you have low CSAT scores. This guide will show you some steps to help improve your customer satisfaction scores. You can do better with these tips on how to get those loyal customers coming back for more. The most important part of improving your scores is knowing why they’re low to make an informed decision about what needs to change.
At its core, customer satisfaction is a direct response to how well your company meets customer expectations. If you feel your CSAT scores aren’t where they should be, that could mean you have an issue in any number of areas, including sales, marketing, and service.
A low customer satisfaction score doesn’t necessarily mean you’re doing something wrong, however. Customer satisfaction scores come from your customers’ responses to a survey—which means that one low score could mean a fluke. A single low CSAT rating isn’t enough to panic about; you should take into account several customer satisfaction ratings to get an accurate picture of where things stand.
Identify high-risk accounts
Customer satisfaction scores are a great way to ensure that you’re satisfying your customers, but it can be difficult to track which clients are particularly high-risk. The first step is figuring out where you need to focus your attention. Use these three steps: (1) Identify high-risk accounts with low customer satisfaction scores; (2) Investigate individual cases on a case-by-case basis; and (3) Determine how each client is using your product or service.
Once you’ve figured out which accounts have low customer satisfaction scores, it’s time to investigate why. If you can’t find a clear reason for your low score, that could be a red flag. On some occasions, CSAT scores can fluctuate for no apparent reason.
Once you’ve figured out why your CSAT scores are low, it’s time to determine how to fix them. Do you need to provide more support or training? Make changes to your product or service? Whatever it is, come up with a plan of action and put it into practice.
The first step when trying to improve customer satisfaction scores is figuring out which accounts have low scores.
Implement an action plan
If you want to improve your customer satisfaction scores, you’ll need to implement a plan of action. It’s easy to think in terms of surveys and reporting, but that isn’t enough to raise your CSAT. You have to make sure all aspects of your company—from customer support, product development, and marketing—are in alignment with the goals you set. The best way is to take a hands-on approach and ask for feedback from customers directly.
You can also make it easy for customers to give you feedback by adding a simple contact form on your website. It’s not enough, however, to simply put up a form and wait for people to use it. You need a plan of action. And that means tracking everything—from where responses are coming from to what people say they want.
You can get there by tracking data and using customer feedback to determine what’s working and what isn’t. By putting customer satisfaction at the center of your business strategy, you’ll not only be ensuring that you’re satisfying customers today—but you’ll also be making sure that you stay relevant for years to come.
What’s more, a few simple improvements can have a major impact on your customer satisfaction scores. Get started by reviewing your feedback and considering these three big ideas for improving your business.
Speak with customers that are at risk of churning
No matter how good your product is, if customers don’t have a positive experience using it, you won’t keep them for long. Get out of your office and speak with customers that are at risk of churning. Ask them why they don’t like your product and what can be done to improve their customer satisfaction scores (CSAT). These interactions will help you gain empathy for your customers—and make you want to come up with new ways to delight them.
Reach out to customers that are at risk of churning. These are folks who are just about to leave your service because they’re unsatisfied with it, and they’ll provide you with both qualitative and quantitative insights into how you can improve your product.
For example, if you’re working on a car insurance app, speak with customers that recently canceled their policy. This will give you a clear idea of what went wrong and how you can do better next time.
Foster user-focused products: Good customer satisfaction scores (CSAT) depend on your product design. One way to achieve positive CSAT scores is by using tools like card sorting to understand your users.
Card sorting is one of the best ways to make sure that your customers are receiving value from your product. This is because it helps you understand how customers perceive your app or website’s features, content, and call-to-action.
Decide whether the problem is fixable
Sometimes, a customer-service problem is purely due to a misunderstanding between you and your client. Perhaps there’s an error in their file, or they had a bad experience with another one of your representatives. In these cases, it’s best to determine whether there’s any way you can fix what went wrong on your end.
If a misunderstanding is to blame, it’s up to you to correct that. This may involve speaking with your client directly and clearing up any incorrect information. If a problem exists on your ends—such as an error in their file or something another representative did wrong—you’ll need to take steps immediately to ensure it doesn’t happen again in future communications.
Whatever it is, your first step should be to clarify exactly what’s wrong and whether you can do anything about it. If you can’t fix their problem, they’ll want to know what your plan is to ensure that it doesn’t happen again in future interactions.
Automate wherever possible
Too many companies spend too much time and money trying to improve customer satisfaction scores. If you’re using a help desk, CMS, or CRM, you must automate as much of your support process as possible. This way you can deliver excellent service without wasting too much time on grunt work.
The benefits of automation are massive, but there are some prerequisites to get right first. You should take care to ensure your system is stable and scalable and that it integrates with other systems you use, such as accounting software or shipping services. Also, make sure your customers’ issue queues are easy to find and understand. Finally, set yourself up for success by investing in a dedicated customer support team so you can keep improving your product while they handle support queries.
Once you’ve set up your system and have taken care of some other initial requirements, it’s time to get started. Fortunately, there are plenty of tools out there to make automation easier.
Track results and iterate as necessary
Survey your customers regularly to determine what they like and don’t like about your product. And remember that measuring customer satisfaction is only one component of a successful company—you must also keep track of which features are most engaging and improve those over time. There are countless ways to do that, but here are a few free tools to get you started: Qualaroo, Polldaddy, SurveyMonkey, Wufoo, Zendesk, Highrise, and iContact.
No matter what method you choose, it’s important to remain vigilant about customer satisfaction. If your website is performing well but your customer satisfaction scores are dropping, that’s a signal you need to make some changes. And if you see a consistent pattern of poor reviews or low ratings on your app store or marketplace pages, don’t wait too long before responding with improvements.
Remember that improving customer satisfaction is a marathon, not a sprint. The point of these regular surveys is to keep an eye on trends, to figure out what’s working and what’s not, and ultimately create a more enjoyable user experience. Small improvements add up over time and can eventually make all the difference between keeping your customers and losing them to competitors who might offer an even better product or service.
With all of that in mind, we hope you find our tips useful for increasing customer satisfaction scores. We’ll be sharing more great tips and advice on improving customer satisfaction scores in future posts, so be sure to check back soon. Thanks for reading!