A score of 80% is considered the gold standard for a good or very good Customer Satisfaction Score, although it varies by industry and area in business. CSAT scores have decreased steadily over time as more areas shift towards automation while those requiring human interaction, such as customer service, become increasingly less popular among employers.
The average customer satisfaction score for American companies fell 1.2% from Q2 to Q3 of 2020, to 74.4%. It is no wrong to say that this is the largest quarterly drop in around two decades- as per the ACSI (American Customer Satisfaction Index). This is, due in part to the COVID-19 pandemic, connected to lower consumer spending, lower wages, and decreased GDP.
In a place, where customer experience is the king, 50% of global consumers say they would switch to the other company after just one bad interaction. The new Zendesk survey also shows that 80% are ready for someone else if their current provider has problems or issues with service. Well, this means your success depends on how well you listen and resolve each complaint right away!
Measuring customer satisfaction scores can help pinpoint areas that need improvement, leading to higher customer retention and lower churn rates. The scores indicate a general view on how happy customers might be in your business; they shouldn’t necessarily be looked at as an all-encompassing success rating but rather just one more tool for comparing stores or companies against industry standards within their fields of work instead.
We hope this blog post was really helpful for you. If you want to know about the importance of assessing customer satisfaction, then click here: What is the importance of assessing customer satisfaction?