5 rules for scoring high CSAT in customer satisfaction surveys
The CSAT or customer satisfaction plays pivotal role in the growth of a BPO. The CSAT accumulation is a process of gathering information through customer survey wherein a customer provides ratings to call center executive on the basis of the performance of the same professionals. With this customer satisfaction survey form, a BPO company can monitor, gauge and analyze the performance, communication skill, rate of conversion and problem solving or troubleshooting efficiency as well as the domain expertise of call center executives. At the same time, overall CSAT scores of calls help establish the popularity and leadership of the company in the industry. Now, here is the truth. The procedure and practice of conducting customer satisfaction surveys of many BPO companies are flawed that they fail in scoring well in CSAT surveys even though they deliver satisfactory service or products. Here are five ground rules to capture good customer feedback through surveys and score high CSAT: 1