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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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…
ParentPay CSAT
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ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…
The Membership economy book review
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The Membership Economy: Book Review

This month we sat down with a copy of "The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue by Robbie Kellman Baxter." In the book, Robbie Kellman Baxter (or RKB as we will call her for…
How to calculate the ROI of customer experience CX
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How To Measure The ROI of Customer Experience CX

Truth be told, measuring the ROI of customer experience (CX) is not straightforward. A common mistake is conflating an uptick in CX metrics with top-line results in the business. Apparently, companies who are great at CX and customer-centricity…
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New McKinsey research reveals major failings in traditional customer survey programs

We always knew that CX leaders and the brands they represent are poorly served by typical customer surveys. Why? Because of what CX pros tell us about low response rates associated with traditional surveys. And because of all the knock-on…
back to work post covid survey templates
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Your Back To Office Post-Covid Employee Feedback Kit

It’s been a long time coming. But now is the time to start planning to welcome employees back to the office, and back to brand new working arrangements. It won’t be straightforward. Acclimatising to 100% working from home had plenty…
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World Book Day: Celebrating Wellbeing and Success

Happy World Book Day! This year’s annual celebration of books on 4th March has an added resonance because of the resurgence in reading over the last 12 months. Books are fantastically important. Their stories unlock learning. Stephen King…
customer journey mapping templates guide
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6 great customer journey mapping templates

Customer journey mapping is really important to ensure you fully understand your opportunities for garnering and applying customer feedback. You can find your way through this challenge in our Journey Mapping Guide. A critical step in putting…
Survey Response Drivers launch
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What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features

It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities. We’ve…