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CXC Insights: Navigating Customer Satisfaction Together
Entrepreneur Cooperative - ECo
September 30, 2024
Hello CXC!
October 17th Digital Meetup: Megan Rodriguez Talks AI
On October 17th, join us for a conversation hosted by Megan Rodriguez, a dedicated Client Manager with 18 years of experience in B2B and B2C consultative roles, specializing in risk mitigation, regulatory compliance, and sustainable growth across various sectors, including law, insurance, and property management. Her expertise spans working with diverse organizations from small businesses to Fortune 50 companies, where she consistently achieves strong financial performance indicators by collaborating effectively with both technical administrators and C-suite executives. RSVP HERE. 🙂
For our upcoming events, click the link below to register. You'll receive an email from Zoom to add the event (and upcoming CXC Meetups) to your calendar! We host meetups the first Tuesday and the third Thursday of every month.
September Digital Meetup Recap: Understanding Customer Satisfaction with guest speaker, Gordana Warga
Customer Satisfaction (CSAT) is a key metric that measures customer satisfaction with a company’s products or services, expressed as a percentage based on feedback collected through a 1 to 5 scale. The score focuses on responses rated 4 (satisfied) and 5 (very satisfied) to accurately predict customer retention. While CSAT is easy to measure and widely used, it has limitations, such as reliance on self-reporting and potential biases, highlighting the need for consistent onboarding and continuous training for customer service teams to enhance their understanding of the product and improve customer interactions.
Pros of Customer Satisfaction (CSAT):
Easy to Measure: CSAT is straightforward to calculate and understand.
Customer-Friendly: The format is simple for customers to respond to.
User-Friendly Data: It generates clear, actionable insights.
Widely Recognized Metric: CSAT is a well-established and proven indicator of customer satisfaction.
Low Effort Engagement: It allows for efficient communication with customers.
Cons of Customer Satisfaction (CSAT):
Self-Reporting Reliance: The accuracy depends on customers' willingness to provide honest feedback.
Response Bias: Results may be skewed by individual perspectives and potential biases.
Limited Depth: It focuses on individual responses rather than holistic customer health.
Neglect of Negative Sentiment: Low scores may be dismissed, leading to unresolved customer issues.
This Week’s Remote CX Job Roundup
Reposted from Remotive 💼