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List of Call Centre Terminologies

What is Customer Satisfaction Research?

Customer Satisfaction Research, commonly known as Customer Satisfaction Surveys or CSAT research, constitutes a methodical process aimed at collecting and analyzing feedback from customers to assess their contentment levels concerning a company's offerings, services, and overall customer experience. This research paradigm serves as a crucial tool for enterprises committed to comprehending customer perspectives and inclinations, pinpointing areas that require enhancement, and ultimately elevating customer loyalty and retention.

Here are the fundamental components of Customer Satisfaction Research:

1. Data Collection: The acquisition of customer satisfaction data involves diverse techniques, including surveys, questionnaires, feedback forms, interviews, online reviews, and interactions on social media. Surveys, structured with rating scales, multiple-choice queries, and open-ended responses, are a prevalent instrument for data compilation.

2. Measurement of Satisfaction: Customer satisfaction is typically quantified on a rating scale, often ranging from 1 to 5 or 1 to 10, where higher scores signify heightened satisfaction. Respondents rate their experiences or provide feedback based on interactions with the company's products or services.

3. Key Performance Indicators (KPIs): Customer satisfaction research may concentrate on specific KPIs relevant to contentment, such as the Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction Score (CSAT). These KPIs enable the assessment of diverse facets of the customer experience.

4. Analysis: Collected data undergoes thorough analysis to discern trends, patterns, and areas of concern. Segmentation of data, based on various customer demographics or attributes, is often employed to attain a more profound comprehension.


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