The world of customer satisfaction (CSAT) measurement has evolved over the past 10 years, largely spurred on by technology. Its evolved from:
- point-in-time to real-time,
- anonymous to linked,
- brick-and-mortar to multi-channel, and
- available to key players to actionable across the whole organization.
Each of these technological evolutions has benefited the two main stakeholders. First, the company that needs the data to learn and improve and, second, the customers who need to know that a company genuinely cares about them. Lets consider the needs of both the company and the customer on the way to building a great CSAT program.
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