Results for : CSAT

When to Initiate a CSAT Survey

We’ve been talking a lot about the CSAT (customer satisfaction) score and its relationship to CX, and that’s because we’re all about feedback here at SoGoSurvey. The CSAT is based on direct feedback from your customers on how they feel about your products, services, or support. It’s a wonderful barometer…

How is CSAT Calculated?

The CSAT score has long been beloved by CX experts, who consider it the best way to get a general sense of how satisfied customers are with an experience with a company. The reasons behind a customer’s satisfaction levels are then typically found by asking follow-up questions after the initial…

Buzzword Decoded: What is CSAT Really?

CSAT is by far one of the most recognizable metrics when it comes to measuring customer experience, and one that companies have seemed to use forever. But have they really? Because of its importance, the CSAT score seems to have been around since the beginning of time—why wouldn’t you want…

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experience differentiation. While at one time the way for companies to maintain a corporate advantage was product differentiation, things have changed in saturated markets where customer loyalty is harder to gain—and keep. While most businesses…

Know Better, Do Better: Employees, Consumers, and Getting to Know Your People

As we continue our series on using empathy to lead the way in your corporate social responsibility initiatives, let's switch our focus to a new way of looking at your employees. There is a sense, historically, of employees viewing management as a sort of parental guidance. It sounds funny, but…

Customer Loyalty in Banking: From Detractors to Promoters in Six Months

Customer loyalty is crucial for any business, but in banking, it’s particularly critical. With so many competitive pressures from traditional financial institutions, fintech, and evolving customer demand, it’s more important than ever for banks and credit unions to better understand their customers – and how to win their loyalty. In…

Advantages of Conducting Customer Satisfaction Surveys

There's nothing more disruptive to a business than customer churn. Companies worldwide are losing billions of dollars annually from dissatisfied customers moving to a competitor. However, the customer satisfaction survey has emerged as an effective tool designed to give the marketing and sales enablement teams insight into customer motivations. Customer…

How to Improve Customer Experience in Banking

The customer journey in the banking market The minute individuals begin thinking about the institution they want to look after their financial transactions and safeguard their assets; the customer journey has started. The customer experience (CX) at every touchpoint along the way will guide him or her or the company…

How to Create a Customer Satisfaction Survey

Ready to launch your first -- or next -- customer satisfaction survey? You're closer than you think! Within the next eight minutes, you'll have all you need: A smart rationale, a great template, solid best practices, good-looking analytics, and even advanced options. Ready?     Satisfied? Learn more about SoGoCX…

Two Feedback Surveys That Will Change Your Business in 2021 and Beyond

Creating a meaningful difference in business these days, especially in a competitive marketplace, rewards CEOs who can see the bigger picture. Again and again, feedback from two critical groups delivers forward thinkers the edge they're looking for:   Company customers and CX (customer experience) Company employees and EX (employee experience)…

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