The process of CSAT assist in  

• Understanding the Issue: Address low audit scores of CSAT, Analyse feedbacks, understand the deeper insights negative feedbacks, reach out to dissatisfied customers
• Improving the Customer Experience: Focus on areas of improvement, Comprehensive trainings to customer service and call centre customer support teams, Automate Repetitive Tasks, Quality control checks

• Continuous Improvement: Regularly review customer processes, continuously collect customer feedback through surveys and other channels, Monitor key performance indicators (KPIs) like CSAT, FRT (First Response Time), and AHT (Average Handle Time) to track progress, Analyse data to identify patterns, trends, and keep looking for areas for optimization. 

Customer Satisfaction (CSAT) surveys could be implemented across various industry verticals viz. Business to Consumers (B2C), Business to Business (B2B), Healthcare, FMCG, Technological, etc.

Here is an attempt to illustrate few main types of Customer Satisfaction (CSAT) surveys:

• Post-Purchase surveys
• Product/Service Feedback Survey
• Customer Support Interaction Survey
• Website/App Experience Survey
• Delivery/Service Fulfilment Survey
• Periodic/Relationship Survey

Process of implementing Customer Satisfaction (CSAT) surveys:

Here is an attempt to illustrate and explain a bit about a bit of know how’s of three different types of CSAT surveys viz.  Post-Purchase surveys, Product/Service Feedback Survey and Periodic/Relationship Survey

Post-Purchase surveys

• Implementation: Post-purchase surveys could be implemented for any type of post-purchase product or services
• When can the post-purchase surveys conducted:
  • Immediately after a purchase or transaction (a quick feedback survey)
  • Post customers onboarding process is completed (First time buyer survey, Customer Service Experience Survey)
  • Post order delivery & Fulfilment Feedback (Post order delivery survey, Return/Exchange Experience Survey, etc.)
• Purpose/Research objectives: To measure customer satisfaction with the buying experience. purchase flow, delivery, product performance, or all of the above (using a sequence of surveys).
• How can the Post-Purchase Survey conducted: Post-Purchase Survey could be conducted using qualitative or quantitative approach via various platforms viz. Online/Telephonically/Whatsapp/Messages, etc.

Product/Service Feedback Survey

• Implementation: Product/Service Feedback Survey could be conducted to measure and evaluate customer feedbacks on product or service.
• When can the Product/Service Feedback Survey conducted: Product/Service Feedback Survey could be conducted after customer have used a product or service for some time.
• Purpose/Research objectives: To assess overall attributes of satisfaction with the actual product/service quality.
• How can the Product/Service Feedback Survey conducted: Product/Service Feedback Survey could be conducted using qualitative or quantitative approach via various platforms viz. Online/Telephonically/Whatsapp/Messages, etc.

Periodic/Relationship Survey

• Implementation: Periodic/Relationship CSAT Surveys are implemented to continuously stay up the curve with the competition around and continuous growth rate within the institutions.
• When can the Periodic/Relationship CSAT Surveys conducted: Periodic/Relationship CSAT Surveys could be conducted at regular intervals (on monthly basis, quarterly basis, etc.).
• Purpose/Research objectives: To measure, evaluate and gauge the ongoing customer satisfaction and loyalty for the product/services
• How can the Periodic/Relationship CSAT Surveys conducted: Periodic/Relationship CSAT Surveys could be conducted using qualitative or quantitative approach via various platforms viz. Online/Telephonically/Whatsapp/Messages, etc.

Please write to us to know more how we at 1Lotus Research could assist you with a CSAT surveys.