Many companies focus on measuring customer satisfaction – how satisfied were you with this product or that support call, with your meal or in-store visit? The customer experience is made up of moments, and Customer Satisfaction Score (CSAT) can measures each one so that you can improve specific interactions and triage where necessary. But there’s more to satisfaction than one touchpoint – customers engage with your company in many ways, different times, and multiple channels.
Your customers may have been satisfied with their meal and their visit, but if securing a reservation was a convoluted nightmare, requiring too much time and effort AND you still forgot their special request, they might not be inclined to return or to recommend your business to anyone else.
SoGoSurvey CX, our dedicated customer service measurement platform, is designed to make life easier for you too! With Customer Effort Score (CES), Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) built right in, you can combine these perspectives to take a full assessment of customer experience, see where you’re succeeding and where you can improve – and most importantly, where your efforts will have the most overall impact on customer retention and bottom-line revenue.Customers engage with your company in many ways, different times, and multiple channels. Click To Tweet