{"id":14876,"date":"2024-01-18T11:06:02","date_gmt":"2024-01-18T11:06:02","guid":{"rendered":"https:\/\/www.odigo.com\/en-gb\/?p=14876"},"modified":"2026-03-26T18:50:03","modified_gmt":"2026-03-26T17:50:03","slug":"seven-ways-to-boost-csat-and-retain-your-customers","status":"publish","type":"post","link":"https:\/\/odigo.com\/blog\/seven-ways-to-boost-csat-and-retain-your-customers\/","title":{"rendered":"Seven ways to boost CSAT and retain your customers\u00a0"},"content":{"rendered":"\n\n \n\n
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 \u201cHow satisfied are you with the product\/service\/experience?\u201d  <\/p>\n\n\n\n

It\u2019s a simple question, and it\u2019s all a CSAT survey boils down to. However, interpretation is slightly more complex than just \u2018the higher, the better\u2019. Not only are there different ways to rate and calculate CSAT, but there are also different strategies to use when deploying the survey in the first place.  <\/p>\n\n\n\n

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How to calculate CSAT <\/h2>\n\n\n\n

Satisfaction is not binary, nor does a yes\/no choice provide much insight for customer service professionals. Most people are accustomed to the well-known CSAT five-point scale which provides a richer understanding while being more user-friendly and less subjective than a ten-point scale.   <\/p>\n\n\n\n

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  1. Very dissatisfied  <\/li>\n<\/ol>\n\n\n\n
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    1. Somewhat dissatisfied  <\/li>\n<\/ol>\n\n\n\n
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      1. Neutral: neither satisfied nor dissatisfied <\/li>\n<\/ol>\n\n\n\n
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        1. Somewhat satisfied <\/li>\n<\/ol>\n\n\n\n
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          1. Very satisfied   <\/li>\n<\/ol>\n\n\n\n

            Whatever the answer, the question that should quickly follow is why the customer chose that option? Adding a comments box to a CSAT survey is almost standard practice for that reason. It allows willing participants to provide perspective on what influenced their satisfaction or dissatisfaction, and potentially even specific action points to follow up on.   <\/p>\n\n\n\n

            When it comes to calculating CSAT scores from these surveys, there are actually two methods, both are ultimately expressed as percentages. This is important when it comes to tracking and benchmarking; consistency is key. It\u2019s easy to come to the wrong conclusion when comparing values that haven\u2019t been calculated the same way. Using the CSAT five-point scale, below is an introduction to each method:  <\/p>\n\n\n\n

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            If all customers were very dissatisfied and scored 1 the outcome would be a CSAT score of 20%. If everyone scored 2, the result would be 40% and so on in 20% increments up to 100% for consistently being rated 5. A word of caution, polarised results can masquerade as \u2018neutral\u2019, a common consideration when using averages.  <\/p>\n\n\n\n

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            By using only positive scores this represents happy customers and may be a better predictor of customer retention.  <\/p>\n\n\n\n

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            When to use CSAT surveys <\/h2>\n\n\n\n

            While valuable, CSAT scores only offer a fleeting glimpse into customer satisfaction at  specific moments, it\u2019s the context that brings meaning to these snapshots of customer opinion. As with any KPI, an interpret-with-care warning applies and there are pitfalls to avoid: small sample sizes aren\u2019t reliable, equally only sampling one or two touchpoints won\u2019t reflect overall brand satisfaction.  <\/p>\n\n\n\n

            Likewise, extrapolating limited results into generalisations leads to misinterpretation. Consumer surveys, like the CCMA\u2019s Voice of the Contact Centre Consumer, have regularly shown how opinion varies with context: for example, different touchpoints, customer service as a whole versus agent-led service, contact centre versus brand satisfaction. <\/p>\n\n\n\n

            A winning strategy is to cast a wide net that includes numerous touchpoints and life cycle moments. This maximises opportunity and avoids an overly narrow focus or an unbalanced one which could yield biased results, for example only sampling agent-led experiences. The following are all great triggers for a CSAT survey: <\/p>\n\n\n\n