{"id":14716,"date":"2024-10-03T11:21:03","date_gmt":"2024-10-03T11:21:03","guid":{"rendered":"https:\/\/userpilot.com\/blog\/improve-csat\/"},"modified":"2026-04-06T08:53:11","modified_gmt":"2026-04-06T08:53:11","slug":"how-to-improve-csat","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/how-to-improve-csat\/","title":{"rendered":"How to Improve CSAT: 10 Tested and Proven Ways"},"content":{"rendered":"<p>Did you know? Companies that create an emotional connection with their customers outperform their competitors by <a href=\"https:\/\/surveysparrow.com\/blog\/customer-satisfaction-stats\/\" target=\"_blank\" rel=\"nofollow noopener\">306% in lifetime value<\/a>. And the easiest way to establish this connection is by learning how to improve CSAT (customer satisfaction).<\/p>\n<p>In this article, we explore proven techniques to help you increase customer satisfaction, from <a href=\"https:\/\/userpilot.com\/product\/user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback collection<\/a> to <a href=\"https:\/\/userpilot.com\/blog\/customer-education\/\">customer education and<\/a> personalization. We also explore how to measure customer satisfaction and the importance of doing so.<\/p>\n<h2 id=\"cjfcc\">What is the customer satisfaction score (CSAT)?<\/h2>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction score<\/a> is a metric that tracks how happy and satisfied your customers feel after an interaction with your business.<\/p>\n<p>You can consider it a measure of customers&#8217; perception of your product, service delivery, or business relationship. The higher the score, the better the <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> for the targeted interaction.<\/p>\n<h2 id=\"i856\">How to calculate CSAT<\/h2>\n<p>The first step to calculating your customer satisfaction score is <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">data collection<\/a>.<\/p>\n<p>This is typically done using <a href=\"https:\/\/userpilot.com\/blog\/csat-survey-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction surveys<\/a> asking customers to rate their experience on a scale of 1-10 or 1-5.<\/p>\n<p>Next, you need to tally up the number of positive ratings. These are 4 and 5 responses on a 1-5 rating scale or 7-10 responses on a 1-10 scale.<\/p>\n<p>Finally, the CSAT is taken as the percentage of satisfied customers.<\/p>\n<p>You can calculate it by dividing the number of positive responses by the total number of respondents and multiplying by 100.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-score-formula_5482ac35efeffff0cac58dcc63c42f3e_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/csat-score-formula_5482ac35efeffff0cac58dcc63c42f3e_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-score-formula_5482ac35efeffff0cac58dcc63c42f3e_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/csat-score-formula_5482ac35efeffff0cac58dcc63c42f3e_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-score-formula_5482ac35efeffff0cac58dcc63c42f3e_800.jpg\" alt=\"csat score - how to improve csat\" \/><\/picture><figcaption>CSAT score formula.<\/figcaption><\/figure>\n<h2 id=\"esd3\">What other customer satisfaction metrics can you use?<\/h2>\n<p>Although the customer satisfaction score is a fairly popular metric, it isn&#8217;t the only way to measure customer satisfaction.<\/p>\n<p>Consider some other metrics that are just as important:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/nps-calculation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score (NPS)<\/a><\/strong>: Unlike CSAT, NPS focuses on long-term satisfaction with your brand and not just a single interaction. It measures how likely customers are to tell others about your product.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/what-is-customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Effort Score (CES)<\/a><\/strong>: CES measures how much effort customers need to exert to use your product. The logic here is simple: easier products are more satisfying to use.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/retention-rate-meaning\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Retention Rate (CRR)<\/a><\/strong>: The CRR measures the percentage of customers sticking with your product over a given period.<\/li>\n<\/ul>\n<figure class=\"gallery regular\">\n<div class=\"strchf-gallery\">\n<div class=\"strchf-gallery-preloader\" style=\"background-color: #f8f8f8; line-height: 0; margin-top: 40px; padding: 30% 0; text-align: center; width: 100%;\">\n<div style=\"background: url(data:image\/gif; base64,r0lgodlhlaasapueaodg4kurq9pt0\/j4+jubm9xv1fly8ubm5qampqenp8rkyttu1mjiyli4uoxl5ezs7kysrle3t6cgokghoehh4cpdw9vb25qamr6+vsnjyc\/pz\/hx8b29vctexmlcwra2tuli4qqqquvr666urq+vr+tk5nra2pycnj+fn\/pz8waaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaach\/c05fvfndqvbfmi4waweaaaah+qqeawd\/acwaaaaalaasaaadpji63p4wykmrvtjrzbv\/yciozgmeakqubou+cewcqqdaaueekccyuv3vv6lzzmikcslsop\/qqhrkrvqvweucach5baudaaaalakafaaoaaqaaauvodjncmceqgrokbpfkhc3wctkjx2gach5baudaaaalagaewaqaayaaauiiaach2iej0qqegoaxriujwqsxjet9xktmrxljykzserucaah+qqfawaaacwiabmaggagaaafkydwznkdngiqrg\/heuzqwauqviqiu3rtglextmxh1uq\/xizyo55giqxtgqiaifkebqmaaaascaataboabgaabsqgqaeiaz5owpojansdoc5qrdoq1diajqe63er0qsh4lsfpfqiaifkebqmaaaascaauaboabaaabrogii6kseeqvzbvwkii7baf+8a2vtvjmfkaeaah+qqfawaaacwiabmaggagaaafkcagjuroggvaomlfeju6krjovc+ank1t4wrdibdqvwi+h0lbup18gbaaifkebqmaaaascaatabsabgaabtpgmfiwaj7hca6nrlzsal1qpdzp+l4luhoq1qnm+fvmh1\/qrzamxddwjfcl4uwk222pdqeaifkebqmaaaascaatabsabgaabtmgadypajpplpvnk36v+xaiwz7bsmz32con4e+0ww1nwiaragpkaacbtlcrkvxwhakhdqeaifkebqmaaaascaatabsabgaabjpaagawebqniayddgwafzojxsleujmcw0airbsdycnginl2v2hwgddwjbif6re6x2aoqmk4cil6\/0rbach5baudaaaalakaewaaaayaaauticcojecjz1lsuzssr6kucljeil4yjf8mioro1yv+giyxkhyt0ril1yrbakpcach5baudaaaalakaewabaayaaau3iccojhbk2vgohieamuawb2etaunzhqdzmpxirlcudeqyueg0kpc3vmxgqt1ypf1xttopsmdzcaah+qqfawaaacwjabmagwagaaagmccbceguwixf4uewxcafegba8gxjq4odlfm0skvi5rew3ca933bzzhrwr+\/p86xouomaifkebqmaaaascqatabsabgaabjtagxbifipexeehkzkkkxecizi8skvocoqpuhkqrivxmdbyvech+ep+dqptktpnplqxcmcqach5baudaaealaoaewaaaayaaaqommhjwxh1arkzlqhszb2nkn6qsajmtwe6bon73hkyjfuz+clbjzoiaaah+qqfawaaacwkabmaggagaaafiyagjmrpuijqkgfhhsdlqsym2quc43jujy0mreqdfh8rfsoeach5baudaaaalaoaewaaaayaaamdclrcfgo6zkoxjx2dz1hfrhvogiroul3ziqwobcuaifkebqmaaaasfaatabaabgaabixagxbifb4ow8ejobwbakpb47kshp7ukabkvgkrsqbqcruzj8igach5baudaaaalaoaewaaaayaaaygwifwscwaj8iksamadjrcegnzbbqgumr1ck0ynd2wmagaifkebqmaaaasfqataa8abgaabbhwyemrpquhnri7qwiaspddiglowcktvgqaifkebqmaaaasfqauaa4abaaabhhaghbilhe4jqqfsmqimurm0amgsovgabaaifkebqmaaaasfqauaa4abaaabrqgii6kurrgsplfdahgoravxj5gcaah+qqfawaaacwkabqagqaeaaaee3disasd7919hyfgyindr46jfgeaifkebqmaaaascgauabkabaaabbfwyemrpc7dxvsbgsco3mhoeqah+qqfawaaacwkabuagaacaaagd8cccuasgo9hordjzgokqqah+qqfawaaacwkabuagaacaaafdibwawrpnidfvspqomoiach5baudaaaalakafqazaaiaaaysqmnpaigaj0ikwqbaozjq6diiach5baudaaaalakafaazaaqaaauw4gbzq2meacpef6lu8ftarcvfoo2\/iqah+qqfawaaacwjabqadgaeaaaggcbup5mcgi9id4hgqsipbyxteyqkpuxqmqgaifkebqmaawascqauaa4abaaaag9eaqploc6webdgmq26raaaow==); display: block; height: 44px; margin: 0 auto -44px; position: relative; top: -22px; width: 44px;\"><\/div>\n<\/div>\n<div class=\"strchf-gallery-images\" style=\"display: none;\">\n<div style=\"max-width: 100%; padding: 0; margin: 0;\"><picture style=\"max-width: 100%; padding: 0; margin: 0;\"><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/untitled-25_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/untitled-25_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/untitled-25_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/untitled-25_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" style=\"max-width: 100%; padding: 0; margin: 0 auto 0 auto;\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/untitled-25_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png\" \/><\/picture><\/div>\n<div style=\"max-width: 100%; padding: 0; margin: 0;\"><picture style=\"max-width: 100%; padding: 0; margin: 0;\"><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/screenshot-2024-03-27-at-50611-pm_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/screenshot-2024-03-27-at-50611-pm_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/screenshot-2024-03-27-at-50611-pm_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/screenshot-2024-03-27-at-50611-pm_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" style=\"max-width: 100%; padding: 0; margin: 0 auto 0 auto;\" src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/screenshot-2024-03-27-at-50611-pm_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png\" \/><\/picture><\/div>\n<div style=\"max-width: 100%; padding: 0; margin: 0;\"><picture style=\"max-width: 100%; padding: 0; margin: 0;\"><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/user-retention-rate-1_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-retention-rate-1_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/user-retention-rate-1_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-retention-rate-1_114a2c2c550c5c5e4bd710fbfc18c4cb_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" style=\"max-width: 100%; padding: 0; margin: 0 auto 0 auto;\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/user-retention-rate-1_114a2c2c550c5c5e4bd710fbfc18c4cb_800.png\" \/><\/picture><\/div>\n<\/div>\n<div class=\"strchf-gallery-controls\" style=\"display: none;\">\n<div class=\"strchf-gallery-control-prev\" role=\"button\">\u2039<\/div>\n<div class=\"strchf-gallery-control-next\" role=\"button\">\u203a<\/div>\n<\/div>\n<div class=\"strchf-gallery-nav\" style=\"display: none;\">\n<div role=\"button\"><\/div>\n<div role=\"button\"><\/div>\n<div role=\"button\"><\/div>\n<\/div>\n<\/div><figcaption>Customer satisfaction metrics formulas.<\/figcaption><\/figure>\n<h2 id=\"5k351\">Why is improving customer satisfaction scores important for businesses?<\/h2>\n<p>Customer satisfaction directly impacts your revenue, reputation, and long-term sustainability.<\/p>\n<p>Some of the key benefits of improving customer satisfaction include:<\/p>\n<h3 id=\"8d1to\">Increased customer loyalty<\/h3>\n<p>According to some <a href=\"https:\/\/www.arcjournals.org\/pdfs\/ijmsr\/v3-i2\/8.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">research<\/a>, a 1% shift in customer satisfaction can account for a 61.7% shift in <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer loyalty<\/a>. Impressive, isn\u2019t it?<\/p>\n<p>Even if its impact level differs for different businesses, customer satisfaction is directly tied to customer loyalty. The higher your CSAT scores, the higher your chances of repeat business.<\/p>\n<h3 id=\"b6kaj\">Better opportunity for WoM marketing<\/h3>\n<p>The way customers feel about your business often shapes their narrative about your brand. When put together, these perceptions from different customers define your brand reputation.<\/p>\n<p>The happier your customers are, therefore, the more likely they are to recommend your brand to others. This <a href=\"https:\/\/userpilot.com\/blog\/word-of-mouth-wom\/\" target=\"_blank\" rel=\"noopener noreferrer\">positive word of mouth<\/a> can significantly boost your reputation, giving your business a competitive advantage.<\/p>\n<p><strong>\ud83d\udca1Did you know?<\/strong><\/p>\n<p>Customers are <a href=\"https:\/\/www.qualtrics.com\/experience-management\/customer\/improve-customer-satisfaction\/\" target=\"_blank\" rel=\"nofollow noopener\">5.1 times<\/a> more likely to recommend an organization after a positive customer experience.<\/p>\n<h3 id=\"15a30\">Less customer churn<\/h3>\n<p>The more loyal customers you acquire, the less likely your customers will be to churn. This means you&#8217;ll lose fewer customers over time as you increase customer satisfaction levels.<\/p>\n<p>The effect of this is multi-faceted, but the most important is on your bottom line. The more customers you hold on to, the higher (and more consistent!) your revenue.<\/p>\n<p><strong>\ud83d\udca1Did you know?<\/strong><\/p>\n<p>A <a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"nofollow noopener\">5% increase<\/a> in customer retention can produce an over 25% increase in profits.<\/p>\n<h2 id=\"85v3u\">10 Effective ways to improve CSAT scores<\/h2>\n<p>Improving customer satisfaction doesn&#8217;t happen by chance. Customer satisfaction is affected by various factors.<\/p>\n<p>Let\u2019s consider 10 effective strategies for nurturing customer satisfaction in your business:<\/p>\n<h3 id=\"703av\">1. Set the right goals and objectives for your CSAT<\/h3>\n<p>Since CSAT isn\u2019t as obvious as <a href=\"https:\/\/userpilot.com\/blog\/customer-acquisition\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer acquisition<\/a> or revenue targets, people rarely dedicate time to set goals for it. But you can\u2019t make real progress if you don\u2019t have clearly defined targets.<\/p>\n<p>So, set goals to improve customer satisfaction based on the results you got from measuring your CSAT score.<\/p>\n<p>The average CSAT score is 70-80%, but you should set your standard depending on your industry and product. Also, <a href=\"https:\/\/userpilot.com\/blog\/goal-setting-frameworks-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">ensure your goals are realistic<\/a>; don\u2019t set targets that are too small for you or unreachable.<\/p>\n<h3 id=\"2dr73\">2. Personalize each customer interaction<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Personalization<\/a> ensures that your product is shaped to the individual&#8217;s needs, making it a more convenient tool to use. Similarly, personalized messaging and offers make users feel valued.<\/p>\n<p>In fact, <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"nofollow noopener\">71% of customers<\/a> expect personalized interactions from companies. More so, 76% are frustrated when this doesn&#8217;t happen.<\/p>\n<p>Therefore, personalization is key to satisfying customers and retaining their business in a world of many options.<\/p>\n<p>But what is personalization? This involves tailoring your interactions and messages based on a user&#8217;s needs, preferences, and history.<\/p>\n<p>For instance, helping users achieve the goal they mentioned in their welcome survey with an interactive walkthrough rather than triggering an automated product tour.<\/p>\n<h3 id=\"dm2g1\">3. Use educational materials to increase the customer satisfaction score<\/h3>\n<p>The key to a good customer experience is knowledge &#8211; of your product, the features, and how they tie together to help the customer achieve their goals.<\/p>\n<p>One way to increase customer satisfaction, therefore, is through <a href=\"https:\/\/userpilot.com\/blog\/customer-education\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer education<\/a>.<\/p>\n<p>For example, you can use <a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">secondary onboarding flows<\/a> to guide users struggling to get value from a feature.<\/p>\n<p>You can also host webinars addressing core industry challenges and demonstrating your product&#8217;s value, and offer this webinar to users whose use case aligns with the subject matter.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-education-webinar_2dbf6631a5944cc0a8d92c5384445fa5_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-education-webinar_2dbf6631a5944cc0a8d92c5384445fa5_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-education-webinar_2dbf6631a5944cc0a8d92c5384445fa5_800.jpg\" alt=\"customer education webinar\" \/><\/picture><figcaption>Host industry-themed webinars to improve your product value.<\/figcaption><\/figure>\n<h3 id=\"f5ml9\">4. Closely analyze your CSAT results<\/h3>\n<p>Knowing your CSAT score will do you no good if you can&#8217;t act on it. For that to happen, you must thoroughly analyze <a href=\"https:\/\/userpilot.com\/blog\/how-to-collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">the customer feedback you receive<\/a>.<\/p>\n<ul>\n<li>What is your survey response rate?<\/li>\n<li>What are the responses like across different user segments?<\/li>\n<li>Which features\/interactions are customers the most or least satisfied with?<\/li>\n<li>What are the most common <a href=\"https:\/\/userpilot.com\/blog\/customer-dissatisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">reasons for customer dissatisfaction<\/a>?<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/survey-analytics_f3b6875ad18f6fe551804e99928a580a_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/survey-analytics_f3b6875ad18f6fe551804e99928a580a_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/survey-analytics_f3b6875ad18f6fe551804e99928a580a_800.png\" alt=\"userpilot survey analytics\" \/><\/picture><figcaption>Conduct in-depth survey analysis with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>\ud83d\udca1For more insights, pair your CSAT rating question with an open-ended follow-up question so users can provide the &#8216;why&#8217; behind their responses. Then, analyze the responses to find patterns you can exploit.<\/p>\n<h3 id=\"4k5ti\">5. Proactively deal with negative customer feedback<\/h3>\n<p>It&#8217;s simply impossible for all customers to be satisfied customers. So, even if you have a pretty high CSAT score, there will always be <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative customer feedback<\/a>.<\/p>\n<p>The key to unlocking even higher scores lies in your ability to process and act on this negative feedback. So, dig through them to find the most common reasons for dissatisfaction and act on your findings to improve satisfaction.<\/p>\n<p>For example, if customer feedback on a new feature reveals that a few customers are struggling to use it, you can improve the score by <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">offering tailored guidance<\/a> to help them.<\/p>\n<h3 id=\"7ervl\">6. Run regular QA checks<\/h3>\n<p>Interactions with your customer support team significantly impact customer satisfaction. And it\u2019s easy for customer service teams to miss the mark when there\u2019s no Quality Assurance (QA) framework.<\/p>\n<p>So, create one that fits your industry and customers and ensure that users get only the best experience.<\/p>\n<p>Your QA checklist can include response time, time to resolution, accuracy, alignment with brand voice, and anything else you think contributes to a pleasant customer service interaction.<\/p>\n<h3 id=\"1npc1\">7. Provide excellent customer service<\/h3>\n<p>To ensure your customer service interactions are always delightful, you&#8217;ll need to conduct extensive customer service training for support agents.<\/p>\n<p>Arm them with resources to handle the situations they face. For example, you can provide an internal knowledge base so they have easy access to relevant information.<\/p>\n<p>You can also improve your customer service experience by offering <a href=\"https:\/\/userpilot.com\/blog\/omnichannel-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel customer support<\/a>. This means assisting customers wherever they need it (live chat, in-app, email, social media, etc.).<\/p>\n<p>Although this might sound tedious at first, omnichannel support enables customers to reach you using any channel that&#8217;s most convenient for them, greatly improving their satisfaction levels.<\/p>\n<h3 id=\"cvg0p\">8. Reduce customer support time with AI<\/h3>\n<p>No customer enjoys waiting long periods for a response to their queries. <a href=\"https:\/\/blog.hubspot.com\/sales\/live-chat-go-to-market-flaw?__hstc=238111519.53ba22f3b93a94d8a1360e96c797223d.1659624006455.1659624006455.1659624006455.1&amp;__hssc=238111519.1.1659624006456&amp;__hsfp=868227580\" target=\"_blank\" rel=\"nofollow noopener\">Per HubSpot<\/a>, 90% of customers consider an immediate response to their requests as &#8220;important&#8221; or &#8220;very important.&#8221;<\/p>\n<p>Thanks to automation and AI, it is easier than ever before to provide accelerated support. AI chatbots can engage in human-like conversations with customers before transferring them to agents if need be.<\/p>\n<p>This greatly reduces the number of customers who will require actual human support. Even then, the data these <a href=\"https:\/\/userpilot.com\/blog\/chatbots-vs-knowledge-bases\/\" target=\"_blank\" rel=\"noopener noreferrer\">chatbots<\/a> collect can help agents resolve issues that need human support a lot faster.<\/p>\n<h3 id=\"73s28\">9. Improve your customer support with self-serve options<\/h3>\n<p><a href=\"https:\/\/vanilla.higherlogic.com\/blog\/customer-self-service-stats-2020\/\" target=\"_blank\" rel=\"nofollow noopener\">77% of customers<\/a> view brands more positively if they offer self-service support, and 79% expect brands to enable them to find answers without contacting support.<\/p>\n<p>Therefore, it is in your best interest to empower customers to solve problems on their own at any time they need to. One way you can do this is by providing an <a href=\"https:\/\/userpilot.com\/solutions\/self-service\" target=\"_blank\" rel=\"noopener noreferrer\">in-app resource center<\/a>.<\/p>\n<p>This center should contain different content formats and enough resources for different customer journey stages. You can also provide self-service support using FAQ pages, <a href=\"https:\/\/userpilot.com\/blog\/knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> resources, chatbots, video tutorials, written guides, and forums.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-resource-center_826523ac24da71af65dda58f9e7bf07d_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-resource-center_826523ac24da71af65dda58f9e7bf07d_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-resource-center_826523ac24da71af65dda58f9e7bf07d_800.jpg\" alt=\"Userpilot resource center - how to improve csat\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> resource center.<\/figcaption><\/figure>\n<h3 id=\"8lr1j\">10. Trigger CSAT surveys after customer interactions with key features to see which feature is underperforming<\/h3>\n<p>Finally, regular customer feedback collection is a must to determine customer satisfaction levels across different <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-touchpoints-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey touchpoints<\/a>.<\/p>\n<p>For example, you can trigger a survey after the onboarding process, an interaction with your support team, a user&#8217;s interaction with a new feature, etc.<\/p>\n<p>Tools like <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> even enable you to trigger niche CSAT surveys for only a small pool of very specific customers.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-survey-targeting_45a98c9d594413998315408ad9eb3f52_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/csat-survey-targeting_45a98c9d594413998315408ad9eb3f52_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-survey-targeting_45a98c9d594413998315408ad9eb3f52_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/csat-survey-targeting_45a98c9d594413998315408ad9eb3f52_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/csat-survey-targeting_45a98c9d594413998315408ad9eb3f52_800.jpg\" alt=\"userpilot survey targeting\" \/><\/picture><figcaption>Survey targeting in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Regular feedback collection will enable you to easily notice when any underperforming feature or service. It will also empower you to understand and meet customer expectations.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this article, we explore proven techniques to help you increase customer satisfaction, from feedback collection to customer education and personalization. We also explore how to measure customer satisfaction and the importance of doing so.<\/p>\n","protected":false},"author":19,"featured_media":246531,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[770],"tags":[4964,1778,86,547,1785,969,6951],"class_list":["post-14716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ux-analytics","tag-boost-satisfaction","tag-csat","tag-customer-satisfaction","tag-customer-satisfaction-survey","tag-drive-satisfaction","tag-increase-satisfaction","tag-satisfaction-rate"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Improve CSAT: 10 Tested and Proven Ways<\/title>\n<meta name=\"description\" content=\"Learn how to improve CSAT and drive business growth with 10 proven tips. What is customer satisfaction and how does it impact your business?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/how-to-improve-csat\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Improve CSAT: 10 Tested and Proven Ways\" \/>\n<meta property=\"og:description\" content=\"Learn how to improve CSAT and drive business growth with 10 proven tips. 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