- Start measuring. Invest in a survey tool that can quickly and simply get that CSAT metric right into your hands in real time, and provides the ability to track the metric over time.
- Measure CSAT at various touchpoints along the buyer journey.
- Tag issues as they come in. Some tools will have auto-tagging, and even natural language processing to interpret and classify the feedback.
- Build a process to close the loop with customers in real time.
- Take action. Route the issues, customer insights, and feedback themes to the appropriate teams for resolution.
- Monitor CSAT trends, in aggregate, at various touchpoints, product lines, or any segments relevant to the business, and build a plan for making systemic change.
See ROI in Half the Time
InMoment’s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!
Estimated ROI (payback period in months)