Customer satisfaction (CSAT)
Customer satisfaction (CSAT) measures how satisfied a customer was with one specific purchase, service or interaction, usually as an answer on a short scale.
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What does Customer satisfaction mean?
A CSAT question goes out right after an event: "How satisfied were you with today's repair?", and the answer comes on a scale of one to five. The result is usually given as the share of respondents who gave a satisfied answer (in the upper part of the scale).
It differs from NPS in that CSAT asks about one occasion, while NPS asks about the whole relationship with the company (would you recommend it). The two complement each other: CSAT shows which step went wrong, NPS shows where the relationship as a whole stands.
Why does it matter to a small business?
A dissatisfied customer rarely complains; they simply do not come back. A short question right after the work gives you the chance to ring them the same day and put it right, before they order elsewhere. In a small company that is worth more than a yearly satisfaction survey, which only shows whom you have already lost.
What does it look like in practice?
Details
Suppose a car service sends a one-question email after every finished job: how satisfied were you, one to five. Whoever answers one or two gets a call from the workshop manager the same day, and the conversation goes on the contact's timeline.
How does HelloCRM handle it?
Details
HelloCRM's Surveys module sends NPS, CSAT and short custom questionnaires by email, and the answer lands on the contact. A CSAT answer of 1-2, or an NPS answer of 0-6, notifies the contact's owner the same day (the administrators when there is none). By default the same person is not asked the same survey again for 90 days, and opening a link does not count as an answer.
Module: Surveys (paid module, price coming soon).
A CRM for small businesses in Hungary
HelloCRM is an online CRM made in Hungary for small and mid-sized businesses there, in Hungarian and English: the core CRM is free for good, with no time limit and no card, and it can be tried without signing up in a demo company full of example data.
Questions
What is Customer satisfaction, in one sentence?
Customer satisfaction (CSAT) measures how satisfied a customer was with one specific purchase, service or interaction, usually as an answer on a short scale.