Customer Satisfaction (CSAT) in a Nutshell | SurveyVista

Every time your online order gets delivered, do you remember getting app notifications enquiring whether you enjoyed that bowlful of biriyani, or your new pair of shoes from an e-retail store? Well, that is just a way for brands to stay in the loop, so that they are aware of how satisfied or dissatisfied the customers are with their purchases. After all, garnering the satisfaction of the customer is the ultimate goal of a product or service, and in turn, the brand itself. So, how do you know if your customer is happy with what you offer? The answer is simple - CSAT.

The CSAT (or, Customer Satisfaction) score measures the degree of satisfaction of your customer towards your brand, as far as their purchases are concerned. One of the most vital market metrics for various companies across the globe, the CSAT score also serves the purpose of a key performance indicator that allows a brand to analyze the general reaction of the customers towards the product or service.

Conventionally, a CSAT survey includes two major questions:
The five-point scale of ratings, consisting of options ranging from:

Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
A text box for an open-ended feedback from the respondent (i.e. your customer).

However, the CSAT survey can be as long as over 10 questions, depending on the kind of insights you want to collect from your customers. In fact, the nature of the questions would influence the nature of the CSAT survey as well;

Surveys on product/service quality can include questions on the features liked or disliked by the responders (i.e. your customers), as well as their recommendations to improve the said product or service

You can also include questions on the kind of advertisements or promotions your responders appreciate or not

Indeed, the brilliance of CSAT surveys lies in its capacity to accommodate in-depth questions that would help you probe the customers’ psyche per se. In other words, such an evaluation provides a holistic picture of how your customers emotionally respond to your brand, thus an indispensable instrument when it comes to market research. This would eventually become a major yardstick for companies that aspire to provide the best to their customers. And SurveyVista will help you achieve that in no time.

SurveyVista is a 100% native Salesforce platform that helps users formulate surveys, quizzes, checklists and forms. Created with advanced Salesforce technologies, SurveyVista curates the best experience for you to dispatch CSAT surveys among your contacts. All you need to create a CSAT questionnaire is two questions - the five-point ratings scale, and a feedback box. After your customers have responded to the survey, you can get insights by analyzing responses using advanced analytics & reports in the form of pie charts, bar graphs, and other graphical representations as per your preferences. Most importantly, SurveyVista’s Response Analysis feature will help you to focus your energy on making meaningful improvements using the efficient process for taking action and closing the loop such as identifying the unsatisfied customers and setting up ways to connect them directly with your help desk. After all, doing business is all about studying your customers.

If you would like to learn more about CSAT surveys and reports, drop us an email at [email protected] and we will take it from there!