Customer Satisfaction

Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.

In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.

What is Customer Satisfaction?

Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.

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On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love

Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…
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5 Inspiring TED Talks to Drive Customer Success

TED stands for ‘technology, entertainment, design’, which covers a hell of a lot. TED Talks are each roughly 12–18 minutes of expert insight and inspiration.  We love all TED Talks, and we’re not alone. Today’s back catalogue of…
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5 Actionable Steps to Achieving Customer Excellence

Great customer service is widely recognized as one of the key customer experience factors influencing brand loyalty. But customer excellence must also be acknowledged as having a major influence. Customer excellence is always doing and being…
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20 Brilliant Customer Feedback Quotes

Looking for new and useful customer feedback quotes for your next presentation or blog post? Customer feedback is taking centre stage. Customers have more ways than ever of getting in touch with the businesses that serve them. From social…
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Quick Survey Ideas and Examples to Engage Customers

Sometimes you just want to send a quick survey to your customers, staff or partners. You might want to get a snapshot of how people feel about your product or service, super fast. Or you might want to ask people something regularly, so…
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11 Essential Customer Satisfaction Metrics To Track In 2021

Tracking and measuring the satisfaction levels of your customers is critical for success. Poor customer satisfaction will result in lost customers and adversely affect your brand. How to measure customer satisfaction Customers become satisfied…
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The 10 Golden Rules Of Customer Survey Design

There’s a world of difference between well-designed and poorly-designed customer surveys. A great survey design doesn’t just look appealing, it gets you the insights you need.  Kicking off your optimum survey design When you want to survey…
customer thermometer better nps score net promoter score
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How to Get a Better NPS Score

Ever wondered about Net Promoter Scores? Or more to the point, wanted to know what a good NPS score is and how to get one? Read on for our comprehensive guide. What is a Net Promoter Score (NPS) Score? Net Promoter Score (NPS®) was first…
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7 Customer Service KPIs You Need to Track

Tracking the right customer service KPIs is vital. But modern helpdesk software suites are often guilty of information overload. Among the bewildering morass of data enabling you to track a multitude of customer service metrics, which should…
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How To Get Customer Feedback From The Emails You Are Already Sending

“The reports of email’s demise have been greatly exaggerated,” Mark Twain might have said. Email is the big daddy of business communications. More and more are sent every year despite repeated predictions to the contrary. Whatever gets…
Customer Satisfaction dial
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5 Easy Ways To Improve Your Customer Satisfaction Score

Understanding your customer satisfaction score (CSAT) is just the start... Not the end. We have the gloriously named Santorio Santorio to thank for the invention of the thermometer in about 1625. Prior to that, there was no consistent or…
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How to respond to negative feedback

You can’t please all the people all the time. Negative feedback is a fact of life, even for businesses that provide great CX. Sadly, it can take its toll on customer-facing staff and even drain your resources disproportionately. Take social…