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5 Ways Customer Satisfaction Scores Help Businesses

Companies are always looking for ways to help build or develop their business. For companies to grow, they must learn how to retain and satisfy their existing customer base. 

This is where DSAT analysis enters the field. Ensuring customer satisfaction through DSAT can help your CSAT score and expand your community. This short guide will help you understand how we can use DSAT information to improve your brand.

1. Measuring Customer Dissatisfaction

DSAT analysis represents customer dissatisfaction. This score is the other half of the CSAT or the customer satisfaction score. These scores allow us to understand better what actions perpetuate customer dissatisfaction. 

Customers rate their experience, and the DSAT system utilizes these data points to discover what exactly dissatisfies customers. This can appear in the form of surveys or more extensive QA audits. 

Companies often neglect the DSAT system. But, in addition to CSAT scores, these DSAT metrics can help us take the following steps toward improving businesses. 

2. Responding Appropriately

Sometimes, companies try to bury DSAT information or squander any attempts to invest in these individuals. This is mainly because dissatisfied reviews can cause substantial damage to a company's name. Word of mouth gets out and creates a backlash against the company, but bad reviews can be used to improve performance. 

Tracking DSAT involves analyzing the reciprocal data of questions asked to a customer. This is typically based on a data scale that ranks satisfaction on a scale of 1-10 or 1-5. 

While satisfied customers may have responded somewhere between 4-5 or 7-10, dissatisfied customers would score closer to 1-2 or 1-5. Once you narrow down your unhappy customers, you can respond appropriately to their experiences. 

3. Conducting QA Audits 

It's important to go directly into analyzing their experiences by pooling and reviewing this data. In these instances, referral codes or links will be unused as the customer may not revisit these opportunities. 

Quality assurance checks involve reviewing the experience between a customer and an agent. A QA Scorecard provides a rubric that will ascertain methods of improving customer communication. In some instances, the entirety of the phone call may be recorded for quality assurance. 

Businesses can provide QA scorecards to track metrics about customer experiences. 

4. Improving Future Onboarding Experiences

QA and feedback data can help future team members recognize red flags regarding customer experiences. Once you document the user experience, new agents can review and take action to improve those interactions, saving the need for expensive retraining later.

Applying this data can prevent repeat issues with dissatisfied customers and take your business from strength to strength. 

5. Providing Coaching Sessions 

Intuitive user interfaces and responsive communication will help promote your business. The array of data you receive from dissatisfied customers can influence your coaching strategies.  

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