Indicators for measuring customer satisfaction

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As mentioned above, when high customer satisfaction spreads as word of mouth and reputation on the internet, customers who see that word of mouth and reputation are more likely to become new customers. This leads to a reduction in advertising costs previously required to acquire new customers. When advertising costs can be reduced, budget can be allocated to improving the added value of existing products and services and to research and development of new products and services, creating a positive cycle of business growth.


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C-sat
A commonly used indicator in customer satisfaction surveys is the c-sat (customer satisfaction / customer satisfaction). In japanese, it is also called "Customer satisfaction score. The measurement method is a visual survey using star ratings and point ratings for "Satisfied," "Normal," "Unsatisfied," etc. The calculation method is based on the total number of responses to the survey. The calculation method is based on the number of "Satisfied" responses divided by the total number of survey responses.

C-sat(%)=total number of questionnaires / number of "Satisfied" responses x 100




C-sat is the easiest indicator to measure for customer satisfaction. However, it is also difficult to conduct objective customer satisfaction surveys because users who are cooperative in their evaluations are already highly loyal to products and services.