Analyze the score according to market conditions

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The CSAT score is a fairly simple indicator: a good score shows that your customers are satisfied, and a poor score indicates that the customer experience needs improvement. To further analyze the CSAT scale, you can look at the results from three different angles: the market, customer segments , and individual satisfaction.

A score above 80% is considered a very good level of customer satisfaction. On the other hand, if overall satisfaction is below 50%, the situation requires urgent changes. CSAT is a key indicator of a company's success, as it aims to maintain customer satisfaction and preserve its brand image.

Low customer satisfaction can hurt a company's bottom line: dissatisfied customers move to competitors and leave negative reviews, which can have significant negative consequences for its amazon database digital reputation . These detractors push other consumers to purchase products or services from competing brands.

Analyze the CSAT scale according to each customer segment
To increase the accuracy of the analysis of customer satisfaction scale results, you can divide the results by customer segment. These segments can take different forms depending on your business. For a "click and mortar" business (combining an online store and a physical store), CSAT surveys can be conducted by sales channel . But within the same customer journey , you can obtain more specific data and define a customer profile .

Let's take the example of two clothing stores in the same city. The brand collects responses from a CSAT and observes a score of 83%, which seems positive at first glance. On the other hand, the company notes that one store scores 96%, while the other scores 70%. The difference between the two stores can be explained by the different collections, the customer service, or the quality of the services offered by the salespeople . A more in-depth segment analysis provides decision-makers with more effective improvement actions to improve the CSAT score.