Measure and improve customer satisfaction with CSAT survey software

Customer satisfaction (CSAT) is a metric that shows how happy your customers are with a particular product, service, or experience. CSAT surveys are built into Boast to help you understand how your customers feel, so you can improve customer experiences and reduce churn.

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What is CSAT?

Customer satisfaction (CSAT) is a metric that conveys customer sentiment about a specific event, feature, product, service, change, or interaction. CSAT surveys can be highly effective at pinpointing strengths and weaknesses in specific areas of your business, such as customer support or product performance, but CSAT is typically not the best tool for measuring overall sentiment about your business or organization. For understanding general feelings and customer loyalty, we recommend using NPS^® surveys.

The CSAT Survey

While CSAT surveys can be customized based on what part of your business you are interested in learning about, they should be some variation of the question, “How would you rate your overall satisfaction with [specific aspect of the business]?”

CSAT is typically measured on a scale of 1 to 5, with 1 being “very unsatisfied” and 5 being “very satisfied.” After the initial rating is collected, customers should be prompted with a follow up question asking more about why they gave the rating they did.

Calculating CSAT

After surveying your customers, categorize them into their appropriate group.

Your CSAT score can then be calculated based on the percentage of customers who are Promoters out of the total number of responses. This will give you a score ranging from 0 to 100.

Boast offers customer satisfaction (CSAT) survey software designed to fit your existing workflow

Boast helps businesses implement CSAT surveys by integrating with your existing tools to send survey requests at the right time so you can collect valuable data without even thinking about it.

How businesses benefit from CSAT surveys

Know how customers feel about your products or services

CSAT surveys will give you a clear picture of product performance or service delivery. By giving you customers an opportunity to share about their experience, you can learn how to adapt and improve.

Understand customer support experiences

How well your product or service delivers on your promises is important, but how you respond when customer issues arise can often be more important. CSAT surveys can help identify ways to improve your support processes.

Get a clear picture of why customers feel the way they do

Not only do CSAT surveys give businesses a quantitative rating, but they also provide a qualitative description of why customers are happy or dissatisfied. This equips you to make changes and do better in the future.

Track customer satisfaction trends over time

Are your customer satisfaction scores improving or declining over time? Using a standard CSAT survey consistently allows businesses to track trends and identify possible issues before it’s too late.

Benchmark your CSAT against the competition

Because the CSAT question on a 1-5 scale is a standard customer feedback metric, using this method can allow you to compare your customer satisfaction ratings to others in your industry.

Reduce churn and grow your business

The ultimate goal of CSAT surveys is to grow your business. When you know how satisfied your customers are and why, you can adapt, improve, and take actions that will positively impact your bottom line.

Why use Boast for your CSAT surveys?

Easy for customers

Boast offers an awesome customer experience, helping you collect more feedback. From the initial request to responding to your CSAT survey, Boast removes obstacles for customers that prevent them from responding.

Integrate with existing processes

Integrate Boast with your existing tools to make CSAT surveys part of your business process. Then set requests on auto-pilot with Sequences.

Robust reporting

From identifying your best customers and those at risk of churning to tracking CSAT scores for particular issues, our robust reports help you gain actionable insights to improve your business.

A single customer feedback platform

Boast is an all-in-one solution for sending CSAT surveys, managing responses, and analyzing reports, but we also offer robust customer surveys, video testimonials, and more.