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First Contact Resolution Rate (FCR) is a critical KPI for customer service and is proven to have an impact on other call center metrics. According to SQM Group, a 1% improvement in FCR rate leads to a 1% improvement in satisfaction. When customers get their problem solved upon first contact and don’t have to contact the company multiple times, they are likely to give a better satisfaction score.

In the same way, average response time can have an impact on customer satisfaction. Customers now expect quick answers, especially on channels like live chat and messaging. If the company can respond as quickly as expected by customers, they are also more likely to be satisfied.

“Obviously, the best methods for improving satisfaction are heavily dependent on the industry and the customer base. That said, two ways that you can improve satisfaction in almost any environment are reducing friction in the customer journey and improving the service interaction skills of your frontline teams. Friction, effort, or as we like to view it, hassle, is an experience killer and often brings down CSAT scores. Likewise, when we look at what can really drive down satisfaction metrics, a poor experience interacting with a frontline rep can be incredibly damaging.”

Conclusion

Customer satisfaction is a key KPI that should be measured by companies. This KPI helps to make sure you keep in line with your customers’ expectations. The feedback collected through surveys provides key insights, to better understand the what makes your customers happy or unhappy. With the multiplication of digital channels, measuring customer satisfaction becomes even more critical. By asking customers their feedback on each channel, you can more easily identify which touch points are the best and which ones should be improved. That way, you will be able to offer same quality of service across all channels, as expected by customers.