{"id":39471,"date":"2018-11-12T00:00:00","date_gmt":"2018-11-12T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-satisfaction-everything-you-need-to-know\/"},"modified":"2025-03-13T06:45:41","modified_gmt":"2025-03-13T13:45:41","slug":"customer-satisfaction-everything-you-need-to-know","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-satisfaction-everything-you-need-to-know\/","title":{"rendered":"Customer Satisfaction: everything you need to know"},"content":{"rendered":"

Customer satisfaction is a\u00a0core metric for companies<\/b>. Satisfying customers has a number of benefits on the overall business, such as\u00a0increasing loyalty and encouraging word-of-mouth<\/b>.<\/p>\n

Customer interactions<\/a> take place on an increasing number of channels, on which customers are\u00a0more and more demanding<\/b>. Measuring customer satisfaction provides valuable insights to\u00a0keep up with these expectations and adjust your strategy<\/a>.<\/b>\u00a0In this article, we explain why customer satisfaction is important, how to measure it and how to improve it, with the help of 4 international experts!<\/p>\n

Article summary:\u00a0<\/b><\/u><\/p>\n

I) What is Customer Satisfaction?<\/a>
\nII) Customer satisfaction measurement<\/a>
\nIII) Limits of Customer Satisfaction<\/a>
\nIV) A few ways to improve Customer Satisfaction<\/a><\/p>\n

<\/a>I) What is Customer Satisfaction?<\/h2>\n

1. Definition<\/h3>\n

Customer Satisfaction<\/b>\u00a0is a term everybody knows and the ultimate goal of all customer service departments. At first, the concept can seem quite broad: in this article, we focus on customer satisfaction as\u00a0the measurement of how customers are happy with a product or service<\/b>.<\/p>\n

Ian Golding shared with us his definition of Customer Satisfaction:<\/p>\n\n\n\n\n
“Customer Satisfaction is the term typically used as a measure of how products and services supplied by an organisation meet or exceed customer expectation. Customer Satisfaction is usually captured through the distribution of surveys, asking customers to describe how satisfied they are with various touchpoints in their experience with the organisation \u2013 scoring on a scale and providing verbatim comments.\u201d<\/td>\n<\/tr>\n
\"\"<\/td>\nIan Golding<\/b><\/a><\/p>\n

Global Customer Experience Specialist<\/a>\u00a0and Certified Customer Experience Professional, Author of\u00a0\u201cCustomer What?\u201d<\/a><\/b><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Website<\/a>\u00a0<\/b>|\u00a0Twitter<\/a><\/b><\/p>\n

A good way to get a benchmark of CSAT is to look at the\u00a0American Customer Satisfaction Index<\/b><\/a>. According to their latest results, the overall U.S. customer satisfaction score equals\u00a076.9% out of 100 for Q2 2018<\/b>.<\/p>\n

<\/p>\n

Over the same period, the top 3 sectors with the highest scores are\u00a0Manufacturing, Accommodation & Food Services and Health Care & Social Assistance.\u00a0<\/b><\/p>\n

2. Why measure Customer Satisfaction<\/h3>\n

Measuring Customer Satisfaction is a key area of Customer Care. To enhance their strategy and keep up to date with customer expectations<\/a>, companies need to constantly measure satisfaction. Measuring CSAT is a way to keep in line with customers\u2019 expectations.<\/p>\n

Some of the key benefits of customer satisfaction include:<\/p>\n