Improve Customer Satisfaction (CSAT) Scores


Improving customer satisfaction scores is all about getting the entire organization aligned around what the customer wants and how the customer views the product/service experience (both the product and the entire delivery cycle).

Full alignment requires:

  • Understanding of what the customer wants/needs and values.
  • Determination of the best way to deliver against those wants/needs and values.
  • Ongoing metrics (both attitudinal, behavioral, and operations metrics) so that changes in the delivery process and in the customer experience can be detected and corrective action taken.
  • Incentive system re-calibrated to make customer experience an importance component of everyone’s objectives

Consider these statistics:

  • Only 4% of all customers with problems complain
  • The average person with a problem eventually tells 9 other people
  • Satisfied patients and customers tell 5 other people about their good treatment
  • Cost of acquiring a new customer is usually 5-7 times greater than retaining current ones
  • Cost of hiring and training a new employee is up to 10 times greater than retaining current ones

The specific design of a CSAT study is tailored to your business. There is no “cookie-cutter” approach. To learn more about how to get started, please request a proposal.

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