A 90-Day Plan to Get Your CSAT Score Back on Track

Boosting customer satisfaction rates, in theory, is simple. Listen to your customers and work to systematically improve and customize each individual’s experience. But there’s more to it than that. To get from the point where you’re compiling feedback to where you’re making changes for the better requires a multistep action plan. Compile customer satisfaction information to gauge what’s functioning properly with your services, products, and internal processes. Once you have that overview, create action items for those things that need improvement.

What Exactly is Customer Satisfaction?

Customer satisfaction is characterized as your customer’s level of happiness as they interact with your brand and your products and services.

The level of their happiness is gauged by collecting feedback and using surveys to learn how people engage with your brand. To gain insight into how consumers feel, use satisfaction indicators like:

• NPS (Net Promoter Score), typically gathered by surveys, reveals what percentage of customers would recommend your brand
• CES (Customer Effort Score) measures how much effort a customer has to extend in order to resolve an issue
• CSAT (Customer Satisfaction Score) rates the customer’s overall satisfaction with a company’s products or services, including support services.

Paying attention to these scores and working to boost those numbers will ultimately pay off for your company in four ways:

• Reduce customer churn: Adding self service options or real time engagement tools can result in satisfied shoppers who are willing to stick with your brand.
• Increase customer lifetime value (CLTV): Happy customers convert to long-term loyal patrons.
• Improve branding: Happy customers talk about their experiences, and 90% of people trust recommendations, even from strangers.
• Boost customer loyalty: Steadfast customers spend 67% more than new customers.

These tactics can be quickly adopted and maintained. This 90-day plan can help nurture repeat customers and get your brand’s CSAT scores back on track.

Month One: Enhance Your CSAT Survey

In your CSAT survey, you want to get a baseline rating for your support while giving your customers the opportunity to leave detailed feedback and answers. Ask your consumers the following two essential questions:

• On a scale of one to five, how would you rate your most recent experience?
• Whether positive or negative, what made your experience with our brand memorable, and why?

Obtain all the feedback you possibly can. Develop prompts to transmit follow-up surveys shortly after a customer’s latest interaction with your company. The sooner you set up the survey delivery, the better your chances of receiving a response. Be sure to collect feedback about the customer experience in each support channel you provide.

Generate your 30-day benchmark score and other key metrics. After you’ve surveyed your consumers, collect data to obtain your benchmark scores and create an interactive customer satisfaction dashboard with pertinent metrics. This way, you can assess calculations on day 90.

Enhance agent training. Take details from your 30-day benchmark score, along with open-ended feedback and comments, to determine what specific training needs to happen.

Month Two: Pinpoint At-Risk and Dissatisfied Customers

You now need to tabulate the number of surveys your customers have completed over that 30-day period. Pay attention to the one- and two-star scores and develop a plan to rectify the issues they’ve identified.

Close out every outstanding case. First Call Resolution (FCR) is a key measurement that’s linked to happy consumers. If these measurements plummet, your CSAT score declines as well. Look at your outstanding feedback, determine what the issue was, and resolve it.

Month Three: Follow Up With Customers Who Responded to Surveys

Consider following up again with customers to update them on changes you’ve implemented or share other insights you feel comfortable making public. Check stats every month to determine what’s working and what isn’t. Be sure to train agents as needed on modifications and follow-ups with high-priority customers especially, but respond to all customer feedback where applicable. You also want to seek out other ideas to eliminate any and all issues that interfere with your customer’s journey.

Your End Goal

The optimal outcome is an enhanced customer experience with your brand. Take steps now to prepare your team for this all important exercise. Working to create stronger relationships with your customers through great support should be reflected in pride worthy CSAT scores.

Want further insights on how to provide exceptional customer service? Contact us today.