Customer Satisfaction (CSAT)

Customer satisfaction (CSAT) is measured in a contact centre to determine how well agents are is satisfying its customers with the service they provide.The measurement process typically occurs after customers have engaged with contact centre agents across the customer touchpoints.

How is customer satisfaction measured in a contact centre?

Complementary Measurements: While CSAT scores are valuable indicators of customer satisfaction, they should not be used in isolation. To gain a comprehensive view of service performance, other measurements like Net Promoter Score (NPS), First Contact Resolution (FCR), and Average Handle Time (AHT) should be considered alongside CSAT scores.

Post-Interaction Surveys: One common method for measuring customer satisfaction is to deploy post-interaction surveys. These surveys can be automatically presented to customers at the conclusion of their interactions with service agents. 

Automated Data Analysis: Software tools can be implemented to automate the collection and analysis of customer satisfaction data. These tools are capable of processing the survey responses and calculating CSAT scores. 

agent-Level Feedback: The analysed data, including CSAT scores, can be made available at the agent level. This means that individual service agents receive feedback on their performance based on customer satisfaction ratings.

performance dashboards: Many contact centres utilise performance dashboards that display customer satisfaction metrics, including CSAT scores. These dashboards provide managers and agents with real-time insights into service quality and customer satisfaction levels.

Measuring customer satisfaction through CSAT surveys and automated tools provides valuable insights into customer perceptions, identifies areas for improvement, and empowers agents and management to take actions that enhance service quality and customer experience.