Client Satisfaction (CSAT) is a critical metric that must be measured at any organization. The challenge is that no one CSAT scale alone paints a full picture of the client experience. In this whitepaper, get a modern model that you can apply at your business to more effectively gauge client satisfaction.
There are several traditional ways of capturing data on client satisfaction: NPS, traditional CSAT, automated surveys, social media monitoring, churn rate, retention rate, and more. But no single method can paint a full picture of true client satisfaction. Any automated survey may only capture a client’s feedback at that moment, versus a full perspective. Additionally, clients may not participate in a survey (which could indicate passivity) skewing results.
This whitepaper shares a Client Satisfaction Scoring Methodology that captures true client satisfaction rates more holistically by calling on four data points: Historical Data, NPS, CX Interviews, and Internal Perspective. Get the model here.
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