1. CSAT Survey
Start by creating a survey question that directly assesses customer satisfaction.
How to formulate the main question?
The CSAT question should be clear, direct and specific . Here are some jordan whatsapp number data 5 million examples:
For general service:
“How satisfied are you with your recent experience?”
“How would you rate the service received today?”
For products:
“How satisfied are you with your recent purchase?”
“How would you rate the quality of the product?”
For customer service:
“How satisfied are you with the service provided by our agent?”
“How would you rate the resolution of your query?”
2. Response options
Provide a clear set of options, typically ranging from “Very Satisfied” to “Very Dissatisfied,” allowing customers to choose the option that best represents their opinion.
3. Calculation
The CSAT score is calculated:
Add the answers “Satisfied” and “Very Satisfied”
Divide by the total number of responses
Multiply by 100 to get the percentage
4. Benchmarking
To better understand your CSAT score:
Compare it to your industry standards
Contrast it with your historical performance
Identify specific areas for improvement
This chart shows the CSAT Benchmark 2024 , which compares the average customer satisfaction (CSAT) score across different industries.
This benchmark reveals clear trends: service and technology sectors tend to have better satisfaction, while industries such as Construction and Communications must prioritize improvements in customer experience.
5. Important considerations
It's critical to remember that a single CSAT score doesn't provide a complete picture of customer satisfaction. You should consider additional factors such as:
Qualitative feedback
Demographic data
Survey context
Moment of interaction
This broader view will allow you to make more informed decisions to improve your customers' experience.
