{"id":32413,"date":"2022-03-24T08:00:19","date_gmt":"2022-03-23T22:00:19","guid":{"rendered":"https:\/\/rcblogau.wpengine.com\/au\/en\/blog\/?p=32413"},"modified":"2022-03-24T06:55:12","modified_gmt":"2022-03-23T20:55:12","slug":"customer-satisfaction-csat-score","status":"publish","type":"post","link":"\/au\/en\/blog\/customer-satisfaction-csat-score\/","title":{"rendered":"How to improve customer experience and raise your CSAT score"},"content":{"rendered":"<h3><span style=\"font-weight: 400;\">Highlights:<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CSAT scores are a measure of customer satisfaction<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">By tracking CSAT scores, you can improve the customer experience (and your bottom line)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offering flexible communication channels, self-service options, and tools to support agents all contribute to better customer satisfaction and ultimately, better contact centre CX<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">What\u2019s your contact centre\u2019s CSAT score? Good CSAT scores are 80 per cent and above. If your score is below that, there\u2019s room for improvement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How can you boost your CSAT score and provide a better customer experience?<\/span><\/p>\n<h2><strong>What is a CSAT score?<\/strong><\/h2>\n<p><strong><a href=\"https:\/\/blog.hubspot.com\/service\/customer-satisfaction-score\">CSAT scores<\/a><\/strong><span style=\"font-weight: 400;\"> measure a customer\u2019s satisfaction with your business, a purchase, or even an interaction with one of your employees. You can determine a CSAT score by surveying your customers; you simply ask them, \u201cHow satisfied were you with your experience?\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The customer then gives a rating. Contact centres typically use one of three rating scales:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">One to three, with one being the worst and three being the best<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">One to five, with one being the worst and five being the best<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">One to 10, with one being the worst and 10 being the best<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Calculate the CSAT score by adding up all of the positive responses, dividing them by the total responses collected, and multiplying that by 100. Here\u2019s how the formula looks:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">(positive responses\/total responses) X 100 = CSAT<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, if you had 20 positive responses out of 50 total responses, your CSAT score is 40 per cent, which means your contact centre CX needs improvement.<\/span><\/p>\n<h2><strong>Why measuring CSAT matters<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">By tracking CSAT scores, you come closer to understanding what kind of contact centre experience your customers have. Bad contact centre CX can cost you; research shows that <\/span><strong><a href=\"https:\/\/templatelab.com\/american-express-study\/\">over a third of customers<\/a><\/strong><span style=\"font-weight: 400;\"> would switch providers due to an unsatisfactory customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are also benefits to a <\/span><a href=\"https:\/\/www.oberlo.ca\/blog\/customer-satisfaction\"><span style=\"font-weight: 400;\"><strong>good contact centre CX<\/strong><\/span><\/a><span style=\"font-weight: 400;\">: there\u2019s a 60-70 per cent chance of selling to existing, satisfied customers, and after a satisfactory customer experience, 69 per cent of customers would recommend the business to others, while 50 per cent of people would buy from the company more often.<\/span><\/p>\n<h2><strong>Improving your CSAT score for better contact centre CX<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Here\u2019s how you can improve your CSAT score for better contact centre CX:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer customers the communication channels they want<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Minimise wait times<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Support agents with the right training and coaching<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Give your agents the right tools<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer self-service options<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Track analytics to determine what the customer experience looks like<\/span><\/li>\n<\/ul>\n<h3><strong>Offer customers the channels they want<\/strong><\/h3>\n<p><a href=\"https:\/\/www.business2community.com\/strategy\/3-strategies-wow-customers-omnichannel-experiences-01850534\"><span style=\"font-weight: 400;\"><strong>Ninety-eight per cent of customers<\/strong><\/span><\/a><span style=\"font-weight: 400;\"> jump between channels and devices over the course of a given 24-hour period. They feel comfortable starting a live chat, then switching to a video conference. Or, maybe they\u2019ll start off on the phone and switch to co-browsing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Improving your contact centre CX involves offering customers the channels they want: telephony, chat (either SMS or social media messaging), and video conferencing. When customers aren\u2019t forced to choose a channel (especially one they don\u2019t like), they have a better customer experience.<\/span><\/p>\n<h3><strong>Minimise wait times<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Research shows that <\/span><strong><a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\">33 per cent of customers<\/a><\/strong><span style=\"font-weight: 400;\"> are most frustrated by waiting on hold, while another study states that 60 per cent feel that long holds and wait times are the most frustrating parts of the customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The right contact centre tools can minimise wait times. <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improving-customer-experience-with-the-right-ivr-strategy\/\">A well-designed IVR menu<\/a><\/strong><span style=\"font-weight: 400;\"> that integrates with business applications automates activities (for example, a customer calling to check an account balance doesn\u2019t need to speak to a representative \u2013 the IVR menu could give that person the option to do so, and integration with the account system provides the balance). It can also deflect calls, meaning that it can encourage callers to use other channels (for example, an automated message could tell customers to try using the knowledge base or a chatbot).<\/span><\/p>\n<h3><strong>Support agents with the right training and coaching<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">For agents to satisfy customers, they need the foundation of <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/build-agent-confidence-with-good-training-practices\/\">training, bolstered by coaching<\/a><\/strong><span style=\"font-weight: 400;\"><strong>.<\/strong> In today\u2019s remote and hybrid contact centres, training and coaching can be a challenge because you can\u2019t meet with all your agents face-to-face.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Market-leading contact centre software solves that problem, though. Video conferencing capabilities, screen-sharing, text, and telephony ensure that you can train agents wherever they are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, you can coach them once they\u2019re on the job. With <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/au\/en\/contact-centre\/features.html\">whisper coaching and barge-in functionality<\/a><\/strong><span style=\"font-weight: 400;\"><strong>,<\/strong> you can keep interactions from going off-course.<\/span><\/p>\n<h3><strong>Give your agents the right tools<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Your agents can only help customers if they have the right tools. That means giving them the knowledge and the resources they need to succeed.<\/span><\/p>\n<p><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/\">A knowledge base<\/a><\/strong><span style=\"font-weight: 400;\"> contains information agents need to assist customers. Integration with business applications (such as CRMs) provides vital information about a customer\u2019s history with the company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are times when an agent needs someone else in the organisation to solve a problem. <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">An internal directory with a presence indicator<\/a><\/strong><span style=\"font-weight: 400;\"> shows agents which internal experts are available to help.<\/span><\/p>\n<h3><strong>Offer self-service options<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Research from American Express revealed that <\/span><strong><a href=\"https:\/\/about.americanexpress.com\/press-release\/wellactually-americans-say-customer-service-better-ever\">over 60 per cent of US consumers<\/a><\/strong><span style=\"font-weight: 400;\"> prefer automated self-service options for simple customer service tasks. It\u2019s not hard to understand why: self-service means they don\u2019t have to wait on hold or for someone to respond to a live chat.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Self-service options such as knowledge bases or <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/virtual-agent-vs-chatbot\/\">virtual agents<\/a><\/strong><span style=\"font-weight: 400;\"> help customers find information on their own, saving them time and creating a better customer experience.<\/span><\/p>\n<h3><strong>Track analytics to determine what the customer experience looks like<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">When a customer reaches out to your contact centre, can an agent resolve the problem on the first try? What\u2019s the <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-analytics-measure-then-act\/\">average handle time<\/a><\/strong><span style=\"font-weight: 400;\"> for a call or interaction?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Measuring analytics helps you understand contact centre CX better. It gives you insight into what your customers go through when they reach out to your contact centres, as well as which channels perform the best. With that information, you can make better decisions about contact centre operations.<\/span><\/p>\n<h2><strong>Improve contact centre CX with RingCentral\u2019s contact centre software<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s contact centre software offers the features you need to improve contact centre CX, including flexible channels, self-service options, and tools that support agents. To learn more, <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/au\/en\/view_demo.html\">get a demo.<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: CSAT scores are a measure of customer satisfaction By tracking CSAT scores, you can improve the customer experience (and your bottom line) Offering flexible communication channels, self-service options, and tools to support agents all contribute to better customer satisfaction and ultimately, better contact centre CX What\u2019s your contact centre\u2019s CSAT score? Good CSAT scores &#8230;<\/p>\n","protected":false},"author":21,"featured_media":32414,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[200],"tags":[],"class_list":["post-32413","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-tips"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CSAT Score: How to improve for better customer experience | RingCentral Australia Blog<\/title>\n<meta name=\"description\" content=\"How can you boost your CSAT score and provide a better customer experience? Good CSAT scores are 80 per cent and above. If your score is below that, there\u2019s room for improvement. 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