I just wanted to ask to see if you guys wouldn't mind posting what your average response rate is to your CSAT surveys.
We've made a big change to our customer service process over the past few months and our CSAT scores are much higher but that also increased our response percentage. Which is great! But I wanted to see what other people were getting.
We are at about 24%
Up from 15% when our CSAT scores were much worse.
I think there's a correlation. That is you provide better quality, faster service, a customer is more inclined to answer the survey. As opposed to providing mediocre service, then only the angry people fill out the survey.
Thanks all for your help.
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