Most successful ecommerce brands have repeat customers who keep coming back for more. Retain your customer base and build loyalty by deepening your understanding of how customers feel about your brand.
Honest feedback from your customers is like gold. Satisfaction survey in Gorgias provides ease, comfort and impartiality that your customers need in order to provide their true opinion, so you can easily see where improvements can be made.
You don’t need to change screens or platforms to see the ticket that’s connected a CSAT rating. See the full conversation history and customer information that led to that three-star rating. Deepen your understanding so you know exactly how to coach your agents and develop a win-back strategy.
“How would you rate your experience?” is a revealing question that will help you validate your customer support experience. Monitor CSAT closely to identify the levers that make a difference, and see what matters most to your customers.
CSAT rating will indicate how customers feel. Five stars: They're feeling great. Three stars or less: maybe not so much. Match CSAT with qualitative feedback to understand why customers feel the way they do. You can even let your customers leave comments to inform the CSAT rating they choose.
It may be too late to follow a chat conversation with a satisfaction survey a week after it happened. On the flip side, some email conversations may need some time to reach a full resolution that can then be followed with a survey. Follow up with your customers at a pace that makes sense. Pick an interval that suits your needs.
Filter Satisfaction Survey results by scores to deepen your understanding on what makes your customers happy. Look for the clues to see if there’s an agent, a channel or a date range that contributed to a higher CSAT. Identify trends to see beyond the individual comments accompanying the CSAT ratings.
Your average CSAT score will be complete with the response rate combined. Easily monitor and keep your response rate high to take the average CSAT score as a larger indicator for your customer support.
If a customer contacted you and left you a five-star rating, it’s very likely that they will come back for more. This is why CSAT is the most important metric you should consider. Multiply your revenue by doing what you do best, taking good care of your customers, and validating that care with a high CSAT.