Naturally, you should run all three. <\/p>\n\n\n\n
However, in this article, I want to focus on CSAT, specifically and explain why it\u2019s one of the most critical customer satisfaction surveys. <\/p>\n\n\n\n
Let’s begin.<\/p>\n\n\n\n
What is a CSAT survey?<\/h2>\n\n\n\n
In a nutshell, a CSAT survey<\/a> is a survey designed to help understand how satisfied the customers are with a product, service, or a specific experience with a company. <\/p>\n\n\n\n Here\u2019s just a quick example of the most basic CSAT survey:<\/p>\n\n\n The survey asks a simple question about customer satisfaction. Customers respond by choosing a reaction from a 5-point Likert scale that ranges from \u201cVery unsatisfied\u201d to \u201cVery satisfied.\u201d <\/p>\n\n\n\n From their responses, you can calculate your CSAT score, which helps determine the overall customer satisfaction levels with your product.<\/p>\n\n\n\n A quick note about calculating the CSAT score<\/strong>: A CSAT survey software<\/a> like Refiner will measure it automatically. It will report on the score in real-time, as you receive more and more replies. <\/p>\n\n\n\n However, in case if you’d like to calculate it manually, here’s the formula to use:<\/p>\n\n\n\n CSAT score = (The number of satisfied customers (i.e., users who choose option 4 or 5 on the 5-point scale)\/ Number of survey responses) x 100<\/p>\n\n\n For example, if 260 people of the 320 who respond select Satisfied or Very Satisfied, your CSAT score would be as follows:<\/p>\n\n\n\n CSAT score = (260\/320) x 100 = 81.25%<\/p>\n\n\n\n The above CSAT example focused on collecting feedback on the product. However, you can run CSAT surveys to measure satisfaction with other areas of the business too:<\/p>\n\n\n\n And here\u2019s why you absolutely must be doing it. <\/p>\n\n\n\n CSAT surveys work across every touchpoint of your business. And they deliver some incredible feedback. <\/p>\n\n\n\n But does it really make sense to invest time and effort into setting and running CSAT surveys? Well, here are just a couple of reasons why it does:<\/p>\n\n\n\n Until your customers tell you they like or dislike something about your product or operations, all you can do is assume. <\/p>\n\n\n\n And you might be seriously wrong with those assumptions…<\/p>\n\n\n\n For example, you can assume that users like your SaaS because only few of them churn. <\/p>\n\n\n\n Yet, you can\u2019t be sure if they continue using the product because they enjoy it. In reality, they might be sticking with your SaaS despite a bad customer support experience<\/em> because your product gives them the functionality they absolutely must-have or the cost of switching to another provider is too high.<\/p>\n\n\n\n This means that they aren\u2019t actually satisfied with your product. They\u2019re just tied to you, and that might change the moment an opportunity to switch arises. <\/p>\n\n\n\n CSAT helps you eliminate those assumptions and get a clear picture of customer satisfaction.<\/p>\n\n\n\n Most customers are happy to tell you what they like and don\u2019t like about your product or service. <\/p>\n\n\n\n But they won\u2019t do it unless you ask. <\/p>\n\n\n\n Once you do, though, you can uncover a whole wealth of insights to improve your product and provide a much better customer experience. This, in turn, will lead to greater success, guaranteed<\/a>:<\/p>\n\n\n\n In the article titled \u201cWhy successful innovation begins and ends with customers<\/a>\u201d PWC Australia states: <\/p>\n\n\n\n \u201cDelivering a commercial, profitable innovation comes from taking on board and integrating customer feedback.\u201c<\/em><\/p>\n<\/blockquote>\n\n\n\n It\u2019s so true, isn\u2019t it? Customers are often the best source of new ideas, suggesting new ways to take your product further, and customer satisfaction surveys like CSAT can deliver such feedback at scale. <\/p>\n\n\n\n Your long-term goal with CSAT surveys should be to improve CSAT scores<\/a> at each touchpoint. The higher the CSAT score will go, the more successful your SaaS will become. Why? Because:<\/p>\n\n\n\n Sounds amazing, right?<\/p>\n\n\n\n So, how can you make it all happen? Here are some suggestions to keep in mind.<\/p>\n\n\n\n Right questions<\/strong> deliver accurate, helpful, and actionable information that you can use to improve the product or customer experience. <\/p>\n\n\n\n Vague or irrelevant ones, on the other hand, only confuse customers, and, typically, deliver meaningless insights.<\/p>\n\n\n\n For example, \u201cHow would you rate the support you received?\u201d is a specific CSAT question<\/a> for customers that chatted with the support team recently. You can follow it up with another question like \u201cWhat was the most memorable with the support interaction?\u201d and go deeper into the person\u2019s experience.<\/p>\n\n\n Here\u2019s how the responses to an initial and follow-up question look on the Refiner dashboard.<\/em><\/p>\n\n\n\n But the question wouldn\u2019t be relevant to someone who had no recent interactions with your support team. In this case, the question would leave the person confused about what they\u2019re supposed to say. <\/p>\n\n\n\n Frequency and timing are the most important elements of every survey. <\/p>\n\n\n\n For example, if you send an in-app survey as soon as customers are done chatting with your support team, they might ignore it because they are busy implementing the solution the support agent suggested.<\/p>\n\n\n\n Similarly, sending survey days after a customer service interaction will deliver poor response rates too. The experience isn\u2019t fresh in their minds anymore, after all.<\/p>\n\n\n\n TIP: Check out my complete guide to CSAT frequency<\/a> to know when to send different types of CSAT surveys.<\/p>\n\n\n\n Customers\u2019 experiences and opinions change. You keep improving and developing the product, after all, and it\u2019s only logical that they\u2019ll respond to various changes differently. <\/p>\n\n\n\n Sending CSAT surveys regularly will allow you to keep track of customer satisfaction levels, and monitor how they change and improve over time.<\/p>\n\n\n\n The effectiveness and response rate of your surveys partly depend on the channels you use to deliver surveys too. For example, you can send surveys via:<\/p>\n\n\n\n You\u2019ll get different response rates on various channels. For that reason, I recommend experimenting with different methods of delivering the survey, to keep the open and response rates high. <\/p>\n\n\n\n If you plan to make an ideal customer journey for your SaaS users, start by collecting their feedback with CSAT surveys.<\/p>\n\n\n\n CSAT surveys will help you uncover how your customer feels about interacting with your product and business as a whole. Consequently, it will help you evolve your SaaS product and grow the business.<\/p>\n\n\n\n Hopefully, this article helped you understand the importance of CSAT.<\/p>\n\n\n\n\n In this post, I’ll explain how important CSAT surveys are for your business. Because you know, there are three primary customer satisfaction surveys: CSAT (Customer Satisfaction), NPS (Net Promoter Score), and CES (Customer Effort Score). Naturally, you should run all three. However, in this article, I want to focus on CSAT, specifically and explain why […]<\/p>\n![\"CSAT](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/08\/image2-1.png\")
<\/figure><\/div>\n\n\n![\"\"](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/06\/Calculate-CSAT-Score.jpg\")
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4 Reasons Why CSAT Surveys Are Important for SaaS<\/h2>\n\n\n\n
1. CSAT surveys help you see the customer\u2019s perspective<\/h3>\n\n\n\n
2. CSAT surveys help you improve customer experience<\/h3>\n\n\n\n
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3. CSAT surveys help you find your next big idea<\/h3>\n\n\n\n
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4. Higher CSAT score translates to a higher revenue<\/h3>\n\n\n\n
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4 Best Practices to Run CSAT Survey <\/h2>\n\n\n\n
1. Ask the right and right type of questions<\/h3>\n\n\n\n
![\"CSAT](\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/08\/image3-1.png\")
<\/figure><\/div>\n\n\n2. Send surveys at the right time<\/h3>\n\n\n\n
3. Send surveys frequently<\/h3>\n\n\n\n
4. Offer multiple channels for surveys<\/h3>\n\n\n\n
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Conclusion<\/h2>\n\n\n\n