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timcavey
timcavey
Helper ⭐️⭐️
July 10, 2023
Solved

Does anyone have a CSAT question in their survey? What's the benchmark score for a forum?

  • July 10, 2023
  • 5 replies
  • 88 views

I’m looking to confirm a customer satisfaction specific benchmark for forums / knowledge bases. Does anyone have a CSAT question in their survey?

    Best answer by revote

    Our company uses the same methodology as the forum, so we’re aligned in that, just not comparing well in terms of scores…

    Oh sorry, I understood wrong.

    I think self help channels get lower score for several reasons, for example:

    • They are difficult to use / there are situations that you cant do all the needed tasks for your self / You dont understand all the given info there
    • Because in 121 channels someone do things for you - of course you are (mostly) more satisfied then

    Of course this varys between industries and services.

     

    Helpfulness scores are much better at around 40-50%

    This sounds like our community´s resolution rate. But this is something what varys between days and weeks, a lot actually. Our RR has been almost 60 at its best.

    5 replies

    revote
    revote
    VIP ⭐️⭐️⭐️⭐️⭐️
    August 1, 2023

    Yeah, we have. During the years our best score has been roughly 3,5 or so (I cant remember exact decimals), and IMO it is pretty good CSAT for the peer2peer support community.

    BTW, we dont follow the CSAT score itself any more, we follow the %-ratio how many users gives 4 or 5. It tells more about the satisfaction, than the basic CSAT score though.

    timcavey
    timcaveyAuthor
    Helper ⭐️⭐️
    August 1, 2023

    Thanks @revote. Good to know!

     

    We only count a 5* rating as an advocate, so we take the % of 5*s as our CSAT score. It’s tricky to get near company objectives with this approach and I’m wondering if this is normal for a support communtiy or help center. 

     

    Do most digital self help tools score worse for CSAT than a telephony channel? 

    learning, sharing and repeat
      revote
      revote
      VIP ⭐️⭐️⭐️⭐️⭐️
      August 1, 2023

      We only count a 5* rating as an advocate, so we take the % of 5*s as our CSAT score. It’s tricky to get near company objectives with this approach and I’m wondering if this is normal for a support communtiy or help center. 

      Why dont you count community CSAT same way than your company (in other channels)? This is how we do.

       

      Do most digital self help tools score worse for CSAT than a telephony channel? 

      I dont want to open this topic too much but generally speaking: yes, this seems to be the case.

        timcavey
        timcaveyAuthor
        Helper ⭐️⭐️
        August 1, 2023

        We only count a 5* rating as an advocate, so we take the % of 5*s as our CSAT score. It’s tricky to get near company objectives with this approach and I’m wondering if this is normal for a support communtiy or help center. 

        Why dont you count community CSAT same way than your company (in other channels)? This is how we do.

         

         

        Our company uses the same methodology as the forum, so we’re aligned in that, just not comparing well in terms of scores…

         

        Helpfulness scores are much better at around 40-50%

        learning, sharing and repeat
        revote
        revoteAnswer
        VIP ⭐️⭐️⭐️⭐️⭐️
        August 1, 2023

        Our company uses the same methodology as the forum, so we’re aligned in that, just not comparing well in terms of scores…

        Oh sorry, I understood wrong.

        I think self help channels get lower score for several reasons, for example:

        • They are difficult to use / there are situations that you cant do all the needed tasks for your self / You dont understand all the given info there
        • Because in 121 channels someone do things for you - of course you are (mostly) more satisfied then

        Of course this varys between industries and services.

         

        Helpfulness scores are much better at around 40-50%

        This sounds like our community´s resolution rate. But this is something what varys between days and weeks, a lot actually. Our RR has been almost 60 at its best.

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