9 ways to improve your CSAT score you might not have thought of
Once you know the CSAT score you want to aim for, or even if you’ve already achieved it, you can always keep improving and striving for better. Take a look at our list of actionable ways to get started on making improvements to customer service today.
1. Set clear goals to improve service
If you don’t set goals and measure your progress, you won’t know what you’re aiming for or how far you’ve come. To get started, it helps to use a proven goal-setting framework like Objectives and Key Results (OKRs), which involves writing SMART goals that are Specific, Measurable, Achievable, Relevant and Time-bound. You’re much more likely to improve your CSAT score if you have a clear goal to show how you plan to do it.
Act now: Learn how to set customer service OKRs
2. Know where each customer is on the journey
It’s helpful to know where your customers are in the buyer journey because they’re potentially all having a different experience depending on where they are. People might be happy with your customer service for onboarding, but support after a purchase could be an issue. Segment your audience so you can spot more clearly if there’s a kink in the chain, so you can correct it and improve your overall CSAT score.
Act now: Segment your audience
3. Make requests for feedback appealing
You know asking for feedback is a good thing ― after all, it helps you improve customer service and so improve satisfaction. But for customers, it’s still an ask, no matter how small. So make giving feedback an easy and even enjoyable experience. Ideally, capture feedback in the moment with just a click of a button. You can use emojis or in-jokes if your brand personality supports it, but whatever you choose to do, make it hassle free and thank customers for their time.
Act now: Review your current customer feedback process
4. Meet customers where they are
To make it easy for people to talk to you and tell you about their experience, make space for providing feedback in the places they’re already comfortable with or are familiar using, like social media or messenger platforms where they’re already hanging out with family and friends. This helps people feel more like they’re engaging with a person, not a business, so they can be honest with their feedback giving you greater insight into what parts of your service can improve.
Act now: List all the places where your customers hang out
5. Personalise experiences
It’s important to show customers you’re listening and getting to know their habits and preferences, so their satisfaction can increase. If you don’t already personalise experiences, take what you learn about each customer and engage directly with them to deepen your relationship and improve their overall experience, setting you in good stead for a higher satisfaction score.
Act now: Check what information you currently log
6. Offer self-service
Customers are used to having self-service options and often appreciate the convenience of finding solutions on their own. There are lots of different ways to provide self-service, whether it’s how-to guides, FAQs, knowledge bases, or video tutorials. Most importantly, you should focus on the things customers want help with most often, so they don’t have to wait for answers. The faster they can get answers to their queries and the easier it is, the more satisfied people will be.
Act now: Find out what customers ask about the most
7. Respond gratefully to negative feedback
Knowing companies lose nearly £33.4 billion a year due to customer switching, it’s better to be aware of a problem than not because then you have an opportunity to fix it. Reply to any negative feedback with thanks and, if you can, escalate all negative feedback to a leader so they can go back to the customer to apologise, explain, or tell them how you intend to improve. With dedication and due care, it’s possible to turn around a poor CSAT score and do better.
Act now: Nominate a person or team to respond to negative feedback
8. Speak to different teams internally
You’re improving customer service, but sales, marketing and other departments will all have customer stories to tell that increase your knowledge. Review the real life examples different teams can share about the experience customers have and bring them all together to look for patterns or trends. Knowing how customers experience others areas of your business can help you improve customer service more widely and so push up that CSAT score.
Act now: Ask for internal feedback on customer experience
9. Keep your teams happy
A big part of the customer service agent’s role is to keep customers happy. While they’re doing everything they can to shoot for a high CSAT score for the team, make sure there’s someone looking out for them too. Dealing with complaints or aggravated customers can naturally take its toll on agents and negativity can pass through to customers if everyone’s simply having a bad time. Be sure to report on progress and celebrate every win to keep morale high overall.
Act now: Organise 121s with team members to see how they’re doing
The methods you decide to start working on today are entirely up to you, but it’s important to always put your CSAT score rating into context ― read on to understand why.