1. How can we start a New business?

Customer Effort Score (CES)

Customer Effort Score (CES) is used to measure the efforts customers make to interact with your business’ services and products. It allows companies to identify if customers have difficulties to perform certain actions.

While it is linked to customer satisfaction, it does not directly measure it. CES is then a complementary metric to CSAT to identify areas of improvement that might not be found in customer satisfaction surveys.

IV) A few ways to improve Customer Satisfaction

It’s important to know that every aspect of your business impacts customer satisfaction, making it impossible to give a universal customer satisfaction improvement plan.

However, we’ll share some customer service best practices to provide a better experience and contribute to a better CSAT. 

1. Use data collected proactively

As we mentioned previously, it is essential to do something with the data collected. Collecting feedback is only the first step, it should then be used to improve products and services. The feedback is collected by customer service departments, but it can touch any department in the company: sales, product, marketing…

Making sense of data at an aggregate level enables to identify problems and solve them, while individual data can be used to proactively contact customers and ask further feedback or solve their problem.

2. Contact both happy and unhappy customers

Customer satisfaction results allows identifying both happy and unhappy customers. While companies should contact unsatisfied customers, they should also reach out to happy customers. Companies should capitalize on this satisfaction and make sure it is long term.

There are many ways to approach happy customers: offering them access to a special product or service, send them a special offer, communicate them details of your referral program… You can also ask them for further feedback, to better understand what makes them satisfied.

3. Provide a seamless experience across channels

CSAT results are heavily influenced by the customer experience when contacting companies. If customers can easily interact on multiple channels, at any time of the day, they will more likely be more satisfied that if they can only contact you by phone at certain hours.

With this multiplication of contact points, what becomes critical is the ability to provide a seamless experience across channels. When contacting you, customers just want to get their problem solved and don’t want to be dependent on the company’s processes.

Providing a mobile experience, fast answers and avoiding redirections will surely provide customers with a better experience, resulting in more satisfaction.

4. Work on other KPIs impacting satisfaction

Among the KPIs already tracked by the company, it is possible to find some impacting customers satisfaction.