Why and how is a Returns CSAT really useful? What actions can you take to improve on your customer experience? Learn the importance of CSAT, how to access and configure it within Returnly, and 4 quick tips you can use to action on CSAT results. Below, we have some Best Practice resources you can tap into. There is a Best Practices .pdf, and a webinar on this topic.
(Guide) How to Leverage Returns CSAT and Take Action on Your Score
In this guide, we’ll explore how to leverage your returns CSAT as an additional touchpoint in your customer journey, strategies for evaluating and managing shopper sentiment, and where in your Returns Manager you can access your scores to take action on customer feedback of every kind.
What is CSAT?
While satisfaction as a concept may be difficult to quantify on its own, the CSAT, or customer satisfaction score, is a dened metric that measures how a business’ products and services meet or exceed customer expectations. Expressed as a percentage, the CSAT is calculated using the formula: Total number of satisfied responses (ratings of 4 or 5) divided by Total number of responses times 100. For example, if 62 of 100 responses have a rating of 4 or 5, your score would be 62%.
Returns CSAT: An Untapped Touchpoint
While CSAT is largely collected after significant customer lifecycle events such as at the point of sale or after a support ticket exchange, customer sentiment on the post-purchase experience is rarely reported and acted upon. In fact, Returnly is the only solution that captures satisfaction scores on the return experience.
Not only does this enable you to track customer sentiment but it also helps identify why unhappy customers are dissatisfied, arming you with additional insights that can help inform your business strategy and attract new customers. As your customer progresses through your returns ow, you collect two important data points that your business can use to better meet the needs of customers.
Reason for Return
This allows you to identify why the shopper wants to return their item helping inform future merchandising, product design, fit guides, sourcing and inventory management.
This allows you to gain a holistic view of the shopper experience and sentiment helping to understand what is working and more importantly what needs to be improved to retain your customers and increase LTV.
Organize & Act
Now that you’re collecting both return reason and return satisfaction, the next step is finding a scalable system for categorizing the feedback. We’ve pulled together actionable tips to help you take action on returns CSAT at scale.
How to Act on Returns Satisfaction Scores in 4 Simple Steps
Organize by type
Bucket your feedback by type allowing you to identify themes and trends. There are typically three main categories you can bucket customer feedback into.
Customer service feedback
Return experience feedback
Identify and add sub-category tags to easily identify topics within each category.
Define the internal team members and departments assigned to each category and determine a cadence for sharing such as daily, weekly, or monthly digests.
Track by category and date
Soyour score by both category and date range to track improvements over time as changes are made. Add your return CSAT to your customer journey map for a complete view of your online experience.
How do my customers submit a CSAT score?
After initiating a return, your customer will have the opportunity to submit their CSAT score on the Confirmation Page of their return flow.
Where do I find my shopper CSAT scores?
Our system aggregates your CSAT scores on your behalf, made available to you in two places within your Returns Manager. Upon signing in, you’ll first find your score in the CSAT widget located within your Admin dashboard.
While the widget displays your most recent feedback from the past 30 days, your Analytics dashboard will provide a more comprehensive CSAT history.
Click the Analytics tab on your left menu
Select Returns to view your scores
Scroll down to “Shoppers” to get your average score and feedback
To export your CSAT scores and feedback, navigate to the three vertical points to the right of your Customer Feedback heading and select your preferred settings before downloading.
Both start-ups and commerce giants can agree that customer satisfaction plays an important role within your business. Not only is it the leading indicator of consumer repurchase intent and loyalty, but it can also be a powerful point of differentiation in a competitive eCommerce marketplace.
With your returns CSAT in place, you capture insights on both your product and your process and you very well may uncover that your customer is actually quite happy, even if they had to return.