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Customer CSAT

  • 13 January 2021
  • 2 replies
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Everything is important in customer satisfaction but tell me whats is the most important in all of those

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Best answer by irina_alymova 13 January 2021, 15:24

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Majority of CSAT on 


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With product experience you know how to deliver problem solving & Good resolutions! :muscle:

These scores are important only if they reflect the reality.

I think it’s better to measure customer satisfaction of help service using  CES (Customer Effort Score - how easy it was for your ticket to be resolved)

In regards to product satisfaction, I would prefer NPS (Net Promoter Score - how likely you would recommend this company/product)

CSAT for me is more or less useless.

 

If you ask what is more important for the company - product or support, of course PRODUCT - it’s the key to success and some of the most successfull companies have no support whatsoever.

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