New White Paper on CSAT Published
There's a new white paper in our download library that I wanted to make everyone aware of. The topic of discussion is customer satisfaction (CSAT) and how our customers have been leveraging ClickFox CEA to improve their CSAT metrics. Here a quick summary:
Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a competitive marketplace. Yet, CSAT is often an ambiguous and abstract concept because the actual manifestation of satisfaction levels varies widely across consumer populations and product segmentations. According to a recent Forrester Research report ("The Customer Experience Journey" by Bruce Temkin, Sept. 17, 2008), good customer experience has a high correlation to customer loyalty across virtually every industry vertical. The same report noted that, based on their surveys, customers are currently not satisfied with company interactions. Of all the different interaction channels (from in-person, to live phone agents, web and e-mail) the lowest level of customer satisfaction was related to phone-self service (IVR).
The following white paper explains real world customer satisfaction issues and shows how ClickFox CEA addresses such things as:
- What experiences lead to high/low CSAT scores?
- What were the reasons for a poor or favorable survey score?
- What behaviors need to be encouraged or discouraged that will favorably impact CSAT scores?
- How can CSAT be improved?
To read the entire white paper click here.
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