Simplesat is a fun and engaging survey tool for service businesses to collect insightful and actionable customer feedback. It is straightforward and has highly customizable surveys that provide headache-free ways to create CSAT, CES (Customer Effort Score), and NPS (Net Promoter Score) feedback surveys. ________________ In this guide you will learn: - What is CSAT? - How to calculate CSAT and sentiment mapping - Why do you need to use CSAT surveys? - Which survey tool fits your needs? - When to use CSAT surveys and how to send it?

2. CSAT, a tool for
day-to-day communication

3. it’s a widely used, reliable metric
for understanding recent
customer experiences.
Customer Satisfaction
CSAT =

4. After a lifecycle
stage is complete
After completion of
a service request
How would you rate the
support on this request?
When to use CSAT surveys?
How am I doing?

5. Customer Bias
Your own bias
Pros Cons
Easy to use 👌 short and
intuitive rating scale.
Adaptable to international
audiences 🌎 CSAT questions
are easy to translate.
CSAT metric is versatile;
experiment and discover ways
to reach customers.
👥 Customer bias
Avoiding getting the
service person in trouble
Cultural differences
Unintentional 👤own bias

6. NPS, the best way to
measure loyalty

7. Net Promoter Score is the metric built on
exploring that all-important question:
How do your
customers think of
your brand as a whole?

8. Promoters Passives Detractors
“How likely is it that you would
recommend our company to a friend?”
Give a rating of 9 to 10.
Your company is a
superstar in their eyes.
Customers who are either
satisfied or dissatisfied.
Give a rating of 8 to 7.
They are the spreader of
negative feedback and give
a rating of 6 below.

9. To gauge general first impressions
Send out quarterly or annual NPS emails
After a campaign or a new product/feature
release
When to use NPS surveys?

10. NPS points to people who
😡 might cancel soon
It identifies promoters
amongst your customers
NPS creates predictive data
that can help prevent churn
and be able to increase
retention rate. 🎊
Customer Bias
Your own bias
Pros Cons
A small change in phrasing can
influence people to change
their rating.
NPS data takes longer to turn
🐢 into useful insights
You may develop a false sense
of security 👎 if you rely on
NPS exclusively.

11. CES, a way to see
yourself from
the customer’s eyes

13. CES questions ask how easy
a task or experience was.
This metric uses a
7-point scale.

14. When to use CES Why CES matters
Used right after an
interaction 🤭 or transaction. It
can be from a purchase,
support request, or a self-
service experience.
CES places the focus 🔍 on
the customer effort
Understand why ❓ or why
not your customers are
happy with your service/
product

15. Do you need all three?

16. Some successful businesses
make do with CSAT alone.
Without it, you’re flying blind.

17. But in our experience, NPS is just
as valuable in the longer term.
It helps keep churn down and
gives you direction.

18. If you keep getting less-than-
impressive NPS results,
it’s time to take your CES
more seriously.

19. Thank you!