{"id":4167,"date":"2019-02-07T11:00:34","date_gmt":"2019-02-07T11:00:34","guid":{"rendered":"\/gb\/en\/blog\/?p=4167"},"modified":"2023-01-17T10:22:41","modified_gmt":"2023-01-17T10:22:41","slug":"customer-satisfaction-contact-centre","status":"publish","type":"post","link":"\/gb\/en\/blog\/customer-satisfaction-contact-centre\/","title":{"rendered":"Driving Customer Satisfaction in Your Contact Centre"},"content":{"rendered":"

In an era where customers are increasingly demanding, customer satisfaction is crucial and leads to countless benefits for brands, including increased loyalty, word-of-mouth marketing and ultimately higher revenue.<\/p>\n

A Walker study suggests that by 2020<\/a>, customer experience<\/strong><\/a> will be the key differentiator for all businesses, overtaking product and price. That means if you don’t already have an incredible customer satisfaction strategy in place, you’ve got less than 12 months to transform your contact centre<\/a>.<\/p>\n\t

\r\n\t\t
\r\n\t\t\t
<\/div>\r\n\t\t<\/div>\r\n\t\t
\r\n\t\t\tContact Centre 2.0: Rise of the<\/span>\r\n\t\t\t

Collaborative Contact Centre<\/h3>\r\n\t\t\t

Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent.<\/p>\r\n\t\t\tGet your copy here<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n

What is Customer Satisfaction?<\/strong><\/h2>\n

[inlinetweet prefix=”” tweeter=”” suffix=””]Customer satisfaction<\/strong> is a term that everyone knows. It’s the ultimate goal of any customer service department.[\/inlinetweet] After all, a happy client is more likely to be a repeat customer. However, it’s fair to say that appeasing your customers has become more complex in recent years. Interactions between brands and their consumers are taking place on an increasing number of channels, and the people you serve are becoming increasingly demanding.<\/p>\n

Using customer satisfaction as a measurement of how happy your customers are with your product or service can provide your business leaders with actionable insights that they can use to transform your service strategy. The more you know how to read and understand satisfaction, the more you can use it to your advantage.<\/p>\n

Let’s look at how you can make sure that you’re keeping up with customer care expectations by measuring and improving customer satisfaction.<\/p>\n

The Benefits of Customer Satisfaction<\/strong><\/h2>\n

\"Customer<\/a><\/p>\n

The benefits of customer satisfaction can be huge for any business, regardless of its size and industry. On a basic level, your commitment to appeasing your consumers will show them that you value their opinion and their experience. At the same time, you’ll open a door to information about how your client care strategy can be improved. This means that you’re more likely to pinpoint unhappy customers<\/a> and eliminate their concerns before they abandon your business.<\/p>\n

The benefits of customer satisfaction can be huge for any business, regardless of its size and industry. <\/a><\/span>Click To Tweet<\/a><\/span><\/blockquote>\n

To unlock the benefits of customer satisfaction, you need to first know how to measure this complex metric. For most companies, the best solution is to look at “CSat”<\/strong> – the key performance indicator that tracks how people feel about your products or services. Through simple customer surveys, you can discover exactly how people feel about their interactions with your organisation and look for ways to deliver the experiences your people need.<\/p>\n

Also Read:\u00a0What is conversational artificial intelligence?<\/a><\/strong><\/p>\n

How to Measure and Improve Customer Satisfaction<\/strong><\/h2>\n

The easiest way to measure CSat is with a quantitative survey asking a simple question: “How would you rate your satisfaction with the service you received?” Respondents can answer the question using a scale of 1 to 5, where 5 stands for “very satisfied” and 1 indicates that your consumer was dissatisfied. Your results can be averaged out to give you an overview of your satisfaction score, but most people calculate CSat by dividing the number of satisfied respondents (4s and 5s) by the number of survey responses. To build on this quantitative information with qualitative insights, search through other pieces of consumer information to find out what differentiates happy and unhappy customers in your community.<\/p>\n