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Customer CSAT

  • Jan 13, 2021 6:14 AM UTC
  • 2 replies
  • 211 views
Yogeshkumar S
Apprentice

Everything is important in customer satisfaction but tell me whats is the most important in all of those

Best answer by irina_alymova

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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Majority of CSAT on 

    2 replies

    RS_Marcus
    Community Debut
    • RS_Marcus
    • Jan 13, 2021 6:35 AM UTC

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

    // Volfi
    irina_alymova
    Community Debut
    • irina_alymova
    • Community Debut
    • Answer
    • Jan 13, 2021 2:24 PM UTC

    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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