Analyze the CSAT scale according to individual satisfaction

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To get the most out of the survey, it's best to contact a sample of respondents directly to find out why they're satisfied or dissatisfied. Automation processes can be implemented to ensure contact is made with consumers every time they leave a rating on the CSAT survey.

The company may react in a specific way when:

Customers are dissatisfied . You can add an additional open-ended question to understand why consumers left that rating. In a more personalized setting, your brand's customer service can even contact amazon database customers by phone to ask for further explanation and offer them an incentive to compensate for their poor experience.

Customers are very satisfied . Offer opportunities to highlight quality testimonials or reviews, or even collaborate to become brand ambassadors. Create automated emails to collect customer feedback or online testimonials, invite users to leave reviews on Trustpilot, Google, or social media , or offer them the opportunity to join a loyalty program.