In today's competitive marketplace, where acquiring a new customer costs 5 jordan whatsapp number data 5 million more than retaining an existing one, we can't afford to ignore signs of dissatisfaction.
This is where CSAT (Customer Satisfaction Score) comes in, a crucial metric that acts as a thermometer for the health of your relationship with customers . It’s not just another number on your dashboard – it’s the difference between:
Retain or lose valuable customers
Generate positive recommendations or destructive criticism
Grow sustainably or stagnate in the market
But how do you know if your CSAT is actually good? Achieving a good CSAT is not just a matter of numbers: it is a direct reflection of the quality of your service and the real satisfaction of your customers.
Understanding CSAT and its metrics
CSAT is a key metric that quantifies customer satisfaction with a specific product, service, or interaction. It is typically measured on a scale of 1 to 5 or 1 to 7, with a higher score indicating greater satisfaction .
What is a good CSAT score and how to interpret it?
The CSAT (Customer Satisfaction Score) is a key metric that measures customer satisfaction on a scale of 0 to 100. But what does a good CSAT score really mean?
A good CSAT varies by industry, but there are clear ranges that help us interpret our performance in customer satisfaction.
Below we break down the ranges and how to interpret them to help you understand where your business stands and what steps you can take to improve.
1. Under 50: Urgent care
A score below 50 reflects low satisfaction, which is cause for concern. When less than half of your customers are satisfied, it's clear that immediate action is needed.
This range indicates deep problems in the customer experience, whether in product quality, service, or both. Companies in this range should prioritize actively listening to feedback and focus on quick changes to regain their customers’ trust.
2. Between 50 and 70: Safe area, but not ideal
This range is a “safe zone.” Customers are not openly dissatisfied, but they are not brand promoters either. At this point, customers are not at risk of churn, but their loyalty is not guaranteed either.
It’s the perfect time to take a proactive approach to customer engagement. Listening to their suggestions and responding with improvements can help transform these “satisfied but not loyal” customers into brand advocates.
3. Between 70 and 90: Good level of satisfaction
A score in this range is ideal for most industries, reflecting a healthy relationship with customers. Maintaining a good CSAT between 70 and 90 shows that your customer experience strategy is working effectively.
Customers are happy and generally loyal, but there is still room to impress and differentiate from the competition. For companies in this range, the key is to maintain consistency and look for small opportunities for improvement that can make a difference.
4. More than 90: Excellent, A reference level
A CSAT above 90 is the gold standard for customer satisfaction. Achieving this score means that your customers are extremely satisfied and are likely to become active promoters of your brand.
This level of satisfaction is the ideal goal and represents an exceptional commitment to customer experience. For companies that are already here, the challenge is to maintain this level and constantly innovate to continue exceeding expectations.
