How to Prove the ROI of Customer Satisfaction (CSAT)
GetFeedback
DECEMBER 2, 2019
Start with measuring your CSAT score as outlined by GetFeedback. Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Moving from 60% satisfaction to 70% in this example would mean facing expenses of $60,000. .
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