Businesses rely on customer satisfaction to build healthy relationships with customers. The better the relationship is, the healthier the business overall. When it comes to marketing, companies are always looking for a particular type of consumer – the one that will buy and will continue to buy. However, this is not an easy task to accomplish.
Modern businesses online are required to satisfy the diverse and specific needs of consumers with the right products to ensure that consumers come back for more.
Since customer loyalty is one of your top business goals, it’s essential to step up your customer service and support, marketing, and sales, including formalized reporting so that you can track and monitor the satisfaction of your consumer base.
This allows you to tap into your consumer base, know their attitude and behavior toward your service and product, their preferences, buying habits, and more. You can find out pretty much anything about your consumers by offering them to participate in various surveys about your business and brand.
These surveys are a valuable source of information that allows you to analyze the desires and needs of your consumer base. This is where customer satisfaction software comes into play. Use it to identify the right consumer base and type of consumer to attract the audience you require. More importantly, find out your strengths and weaknesses so that you can improve, overcome, and adapt.
CSAT – Customer Satisfaction Score
Customer Satisfaction Score or CSAT is probably the most effective way to harness the power of support metrics and learn what your customers expect from you, what they think could be better, their likes and dislikes, and so much more.
Find out how your business performance measures up against your customers’ expectations. Even though CSAT is quite a user-friendly survey, if you use it strategically, it can provide valuable data regarding marketing, product improvement, customer relations, and so much more that can significantly impact your customer service and revenue.
The first step to using CSAT software to your advantage is to create your CSAT strategy to allow you to choose the tool that suits your exact customer satisfaction needs. It will help you to gather more customer-centric data you can use to achieve your ultimate business goals.
Since we’re fully aware that there are many available CSAT software tools out there, we’ve decided to review the top 6 CSAT software tools for measuring customer satisfaction that could help you get ahead of your customer relations game.
How Businesses Use CSAT
There are many different types of satisfaction surveys that make your task at hand even more difficult. The trick is to choose the right tool that suits your customer satisfaction needs and your customers.
Each methodology comes with its strengths and weaknesses, and the only way to make sure everything goes according to the plan is to create the right strategy by using the matching software tool. That’s where CSAT comes into play.
CSAT is probably one of the most straightforward, customer-centric customer satisfaction survey software tools that allow the user to accurately measure customer satisfaction with an interaction, purchase, or business.
The tool allows you to ask questions to calculate the level of user satisfaction. One of the most significant advantages of this tool is its utter simplicity. It is designed to give you usable results and help determine whether your strategy effectively makes customers happy.
Suppose your consumers aren’t satisfied with an interaction, product, service, or something else. In that case, it’s also easy to determine the exact moment when a negative experience happened and act accordingly to remedy the experience.
Besides, the tool also provides an effective tracking and monitoring system to track customer satisfaction across each of the customer journey and life cycle steps. Simply use the Customer Satisfaction Score feature to see how satisfied with your business your consumers are.
Start a quick survey, engage with your customers, and get valuable data on how your customers feel at different points during the process. The best moments to use CSAT are right after customer lifecycle moments (new customer onboarding), before the renewal phase of the customer’s subscription, after education interactions and customer support.
In other words, it’s best to use CSAT surveys while consumers interact with your business, using the product/service or the sales process.
How to Pick Reliable Software
Choosing the most reliable CSAT software for your needs depends on how you want to measure customer satisfaction. The best way to make sure you’re making the right decision is to create the right strategy for measuring customer satisfaction and use it to define your focus and create a plan.
Start by choosing the right CSAT survey metric – a crucial step in selecting the right tool for the job as different metrics measure different customer satisfaction parameters:
- Net Promoter Score (NPS) – measure your consumers’ level of loyalty and build meaningful relationships with your customers.
- Customer Satisfaction Score (CSAT) – measure the level of customer satisfaction and dissatisfaction to improve your decision-making and better forecast sales.
- Customer Effort Score (CES) – measure how satisfied your customers are with your customer experience and ease of operation to provide a seamless customer experience at each step of the customer journey.
Since there are many different CSAT software tools out there, we’ve decided to help you by narrowing down your selection to the top 6 CSAT tools for measuring customer satisfaction that might just suit your CSAT needs.
Trustmary is not just a CSAT tool, but also has the functionalities to measure CSAT. Trustmary’s main focus is in helping you get feedback and reviews from your customers and converting more sales using those on your website.
Trustmary has all the essential features for measuring and analyzing CSAT and getting your customers to answer no matter if you would like to get answers via email or sms. The tool is build by marketers to marketers who want to also get results from their customer experience, so if you think of customer experience and customer satisfaction as a tool for growth, you should definitely consider Trustmary. (Try the free version of the software here.)
Lumoa isn’t your ordinary CSAT tool; it’s so much more. It’s a customer experience platform packed with features that comes with an extremely user-friendly interface. The primary purpose of Lumoa is to allow the user to measure and manage their CSAT feedback in an organized, structural, and straightforward manner.
The main strength of Lumoa is the ability to gather data from customer surveys, analyze the information to draw conclusions and valuable insights, and finally use the filtered data to comprehend the best course of action to improve their CSAT scores.
Taking a more customer-centric approach with Lumoa will be simple and timely. The tool is built entirely on the power of AI and helps you automatically generate surveys, gather data, track feedback, and act on valuable data collected from your markets, employees, and customers. Use Lumoa to analyze other types of surveys, including CES and NPS, as well as open-text-responses.
Qualtrics is a customer experience management platform that can also serve as a CSAT tool for measuring customer feedback. Its most significant strength is its diversity and versatility.
Businesses use this tool for continuous tracking of customer ratings and satisfaction metrics. It can also be used for periodic satisfaction surveys, post-transaction evaluations, and pretty much everything else related to measuring customer satisfaction.
We’ve included Qualtrics on our list because it comes with numerous features for precise CSAT measuring and offers feedback capabilities for app, web, social, voice, SMS, and others.
Cover every existing channel of communication online and know what’s on your customers’ minds at all times. Get customer feedback in real-time, improve customer loyalty, increase customer retention, make customer feedback more actionable, reduce customer service costs, optimize customer experience and acquisition, and so much more.
BirdEYE is an exceptional customer review management software that also includes fine-tuned CSAT surveys with all necessary and sophisticated features you need to measure the level of customer satisfaction accurately.
The tool supports all communication channels, including text messages. However, this is quite an intuitive CSAT tool. It utilizes the power of AI technologies such as natural language processing to analyze customer feedback and give you valuable and meaningful, actionable insights on how to improve your actions.
Create your intuitive CSAT surveys, distribute them in all channels to reach your entire customer base across the channels they prefer, and provide them with a more customer-centric, personalized user experience to engage them further and get unbiased feedback in real-time.
BirdEye also includes a benchmarking tool that helps businesses monitor how their competition stacks against their user expectations and compare the performances. If you’re looking to increase customer satisfaction and get ahead of the competition curve, BirdEye is a perfect CSAT software for achieving both goals.
Nicereply takes your customer satisfaction to a whole new level. This customer survey tool allows you to create, customize, and send CSAT surveys and questionnaires effortlessly and seamlessly right after ticket resolution or in every action, depending on your needs.
The tool is also equipped with the ability to create progress reports, use multiple scales, add additional questions, and more. Besides CSAT surveys, you can also use Nicereply to cover your NPS and CES needs.
This is quite a popular tool across various industries as it’s very useful in helping enterprises increase customer satisfaction. It’s particularly effective in measuring customer service quality and providing insight into how to improve it, measure CSAT, and significantly increase the customer response to surveys. It can help your business gather more feedback.
Top features include data analysis tools, mobile survey, email marketing, custom curvey URLs, tracking KPIs, generating reports, setting goals, and more. Keep your entire CSAT management in one place.
Excellent customer service matters so much that over 60% of B2B consumers decide to buy more if a business can provide exceptional customer service.
While engaging your consumer base in surveys is an excellent way to find out how satisfied they are with your performance, it’s crucial to know how to build surveys and questionnaires that match your ideal buyer persona and that of your customers.
Survicate is the perfect tool for that task as the software helps build CSAT surveys based on buyer personas methodology. It offers a range of survey distribution opportunities, personalized experiences, and various survey templates.
Distribute your CSAT surveys across all channels like email, text, web, social, etc. Use the central Feedback Hub to manage feedback and turn it into actions. Capture more customer feedback, provide a better customer experience with each interaction, engage your consumers with chats, links, and emails, and run targeted surveys in mobile and web apps and websites.
If your business falls into the category of IT solution providers and MSPs, SmileBack is the perfect CSAT software for you. It helps gather actionable and genuine customer feedback to increase revenue and improve customer retention.
It’s invaluable to have real-time, up-to-date, accurate, and actionable data in today’s online business environment, especially regarding something so crucial as your customer service, satisfaction, experience, and retention.
SmileBack is a real-time CSAT software that allows you to accurately measure customer satisfaction in real-time and collect actionable feedback after every single interaction through track trends and help desks.
Gather feedback, respond to your customers, create meaningful reports, and provide a user-friendly platform where customers can leave their impressions regarding your service, product, brand, and business. The strongest features of SmileBack include feedback collection and data analytics.
We live in a digital world where the internet plays a crucial role in every aspect of our daily life. The same goes for the business industry. The internet gave birth to the e-commerce industry, which is very different from the traditional business model.
It’s now all about the customer, their needs and wants, preferences and buying habits, and satisfaction. In this new order of things, measuring customer satisfaction has become one of the main driving factors of business success.
With that in mind, having the right CSAT software tool is how you provide your business with a competitive advantage that you can leverage to increase customer satisfaction and get ahead of the competition curve and become a trustworthy authority in your business niche beyond.