Simplify CSAT Surveys and Scores, with SurveyVista
In our previous two articles of the CSAT blog series, we have encapsulated what it is, the characteristics of it, how to calculate CSAT scores, as well as how to create a CSAT survey and analyze its report on SurveyVista, a 100% native Salesforce platform app app. It goes without saying that collecting customer feedback provides you with a window of opportunity to work on the vulnerabilities of your commodity. This is why certain companies deem it necessary to be customer-centric in their approach towards business and retail.
Organizing a CSAT survey is particularly important because oftentimes the perspective of a consumer helps various organizations to gather insight on what makes their product or service indispensable to the public. In fact, prior to launching a new product in the market, many brands occasionally provide samples of their upcoming product or a trial offer on their service so that they can study the general consumer behavior, especially whether they like it or not. After all, the level of satisfaction of the consumer is a deciding factor as far as the longevity of a product in the market is concerned.
CSAT surveys, therefore, offer endless possibilities for your company to improve manifold in the days to come. Some of its advantages include:
- Easy to Comprehend: As mentioned in our previous articles, the CSAT score has a very straightforward and quick method of measuring how satisfied your customers are with your brand. The best part about it is that the CSAT survey does not compel the respondent to provide a detailed, well-thought answer to justify why they are happy or unhappy with the product. If the ‘happiness index’ is going higher, the success of your brand should be evident enough.
- Quick to Respond: A CSAT survey saves a lot of time of the respondents by asking as few as two questions to the respondents, i.e. the customers. The candor and simplicity of the questionnaire aptly capture the customer’s first impressions of the product, with regard to the questions being asked.
- Effortless Analysis: The objective approach of the CSAT survey towards the customer’s emotional response helps the company to analyze and infer what the public thinks or feels about the said product.
- Focus on Specific Segments of Business: One of the biggest advantages of the CSAT survey is its capacity to provide primary data from the customers on almost anything and everything associated with the brand. After all, your product does not begin or end with the product itself. What you are offering to the consumers symbolizes what your brand stands for. Thus, whether it is the FAQ section, the customer care executive, or the payment gateway, a CSAT survey report helps you to understand the strengths and flaws of each rung of your business. This is also why cab-hailing apps ask you if they were able to answer your query in the Help section.
- Seamless Integration: With SurveyVista, you can immediately follow up with your customer after the conclusion of an FSL service appointment or on case closed. As we discussed in our previous article on both these use cases, conducting a CSAT survey not only helps you to ascertain what your consumer thinks about you but also offers you multiple perspectives to assess workforce management in general. This contributes significantly to your brand image because an immediate inquiry of the customer’s experience with your service or product inadvertently presents you as a customer-centric company. Most of all, maintaining the CSAT survey records of your customers will help you to optimize your agent mobile workforce or support team efficiently and perfectly.
How is CSAT different from NPS?
The basic difference between Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys is the fact that the former measures the satisfaction of your consumers, while the latter assesses how loyal they are to you and would your products or services to their friends and acquaintances. The following is a table to help you understand the difference between both the survey metrics:
| Customer Satisfaction (CSAT) | Net Promoter Score (NPS) | |
| Purpose | Measures the degree of satisfaction of your customer(s) towards your product or service and, in turn, your brand | Measures the loyalty of your customers by assessing whether they would recommend your product or service to their family, friends and acquaintances |
| Methodology | Besides open-ended feedback and/or area-specific questions, most fundamental of all CSAT survey question inquires about the customer’s choice of ranking their experience of your product on a scale of 1 to 5 | An NPS survey only requires two questions in particular - one, if they would recommend the brand to their acquaintances; and two, an open-ended feedback to elucidate their answer choice in the previous question. |
| Nature of Respondents | Targets customers who have newly or recently purchased a product or service | Targets all customers in order to identify the Promoters, Passives, and Detractors |
| Time Span | Captures the immediate response of the customer, thus the utility of the resulting survey analysis is limited to your current study i.e. the same analysis report may become redundant in the near future | An NPS survey is meant to be used over a long period of time in order to ascertain the positive developments in as far as the number of returning customers is concerned. |
| Usage | CSAT surveys are a recurrent element in various eCommerce, retail, and food-delivery apps. Many clothing and electronic brands opt for this survey metric to analyze the customer’s psychology per se | NPS surveys are mostly used by eCommerce and retail sites, as well as various educational institutes and the hospitality industry too |
You can learn more about the Net Promoter Score (NPS) in our blog.
The CSAT survey, therefore, is not a specialty but rather a necessity for an organization to study and review how each of its departments functions organically in order to create the ideal commodity. As a matter of fact, the perfection of a product depends on whether or not it accomplishes the ultimate goal - to satisfy the consumer. This satisfaction must stem from the assurance of the best quality by the manufacturers, and a memorable experience to accompany it. That way, a brand eventually becomes a part and parcel of the customer’s lifestyle through its products and services. At the end of the day, to gladden your biggest asset is the topmost priority for every business organization, and SurveyVista knows it best.
As a 100% Native Salesforce platform app, SurveyVista offers various customer experience survey metrics such as CSAT, NPS, CSE, Quizzes, etc., for your company to study their audience holistically and accurately. As far as CSAT is concerned, SurveyVista’s highly specialized Survey Dashboard includes the essentials of customer satisfaction analytics- Response Rate, CSAT Score Trends, Quarterly Survey Reports, open-ended Feedback. However, what gives SurveyVista a greater edge over other Salesforce platforms is its very own Response Analysis feature. A crucial mechanism in every survey data analysis procedure, the Response Analysis (Feedback Analysis) feature devotes individual attention to each and every customer feedback, which is partaken by a human user. As an organization that recognizes the importance of the consumer in the grand scheme of business and retail, SurveyVista ensures that each response received by survey questionnaire is meticulously examined and analyzed so that a conclusive report of the same can be forwarded to the concerned company and hereby close the feedback loop. Thus, a survey is not just a mode to collect customer feedback; it also allows companies to reflect on their endeavors so that they can prioritize the right things at the right time. You can learn more about the Response Analysis feature here.
For more details on CSAT, NPS, CES, or any other survey use cases which your company would like to opt for, feel free to contact us at Support@SurveyVista.com.