How Tracking CSAT Will Help Manage Your Service Team

In our last look at Customer Satisfaction, we talked about the 4 main benefits of using CSAT to help keep a pulse on your customers. After all, that’s a fairly obvious use for feedback surveys. But when we speak to our community about the benefits of CSAT to help manage service teams, we usually encounter a bit more surprise and it seems that may be an angle that not everyone has considered. Here’s what you need to know about the benefits CSAT can have for your people:

• Pinpoint training needed for your team. Customer feedback can highlight areas where your team needs to be polished, whether the topic is more product knowledge, customer service training or even help in the sales process.

• Increase your team’s performance and accountability. Gathering customer feedback can provide constructive criticism to help push for better business decisions and drive continued learning.

• Boost morale and motivation. When the feedback is positive, it makes the team proud and confident about their work. We see this one all the time at BrightGauge when we share a positive comment - no matter how small. Everyone takes notice, smiles get bigger, and energy levels rise throughout the office!
  

it absolutely makes our day to receive and share positive customer comments!

Customer feedback is one of the most important parts of any successful business. With insights into what your clients think about your service, your team knows what they need to focus on at all times. To learn more about CSAT, how to monitor your customer surveys in real time, and keep a single view of all the metrics that run your business, check out our recent integration with SmileBack.