measure the impact of customer satisfaction on operational performance
Measure the Impact of CSAT on Operations
Get insights into Customer Satisfaction (CSAT) and its influence on
operational performance from a survey of top global enterprises conducted by the Service Council.
Enterprises that are implementing new technologies are seeing a rise in customer satisfaction (CSAT) and subsequently operational gains.
The Service Council recently surveyed over 100 global enterprises in a variety of industries including medical devices, industrial machinery, and construction. The survey findings indicated that an increase in CSAT, and companies with high CSAT scores, saw over-arching gains in profitability. Higher CSAT scores also translated into increases in customer spending, retention, loyalty, and higher service revenue.
Driven by customer preferences and expectations, digital transformations are being accelerated to support new service delivery channels. Emerging classes of tools and technologies including Augmented Reality (AR) and the Internet of Things (IoT) are currently being prioritized for investment in the next 12 months.
Get a more in-depth look at the key takeaways and understand what technologies you should implement in order to:
Enable the greatest performance in key operating metrics