The email effectively communicates the importance of Customer Satisfaction Scores (CSAT) in a clear and structured manner. It begins with a personalized greeting, which is crucial for engaging the audience. The explanation of CSAT is concise yet informative, making it easy for recipients to understand its significance. The call to action encourages users to explore their CSAT reports, which aligns well with the educational goal of the email. The use of bullet points and a formula enhances readability, while the friendly tone makes the communication approachable. To improve, incorporating testimonials or case studies could add credibility, and emphasizing the urgency of engaging with CSAT reports might motivate quicker responses.
🎉 Launch Special: Get 20% OFF with code EMAILGIC20OFF before December 13, 2024! Don’t miss out!
Email Content Example
Hi...[first_name],
When we talk about customer service KPIs, CSAT always tops the list. If you're not familiar with it, the Customer Satisfaction Score (CSAT) measures how satisfied your customers are with your service. This score is calculated every few weeks or months to provide insights into customer satisfaction.
To encourage participation, you can ask customers to rate their experience on a predetermined scale after every interaction. Later, you can calculate your overall score using this formula:
CSAT(%) = (Number of positive scores / Total number of scores) x 100
In case you want to dive deeper into customer success metrics, my team has compiled a list of the top 10 KPIs you should track. Feel free to read about it here.
Returning to CSAT, you can view and download your CSAT reports directly in Chatwoot. You can filter your reports by time and specific agents, giving you a clear snapshot of your performance. Here’s an example of how it looks:
CSAT Reports
- Total Responses: 348
- Satisfaction Score: 49.14%
- Response Rate: 14.92%
You can find it under Reports → CSAT. A good score is generally above 75%.
Happy chats!
Hricha,
Your Chatwoot onboarding buddy