I’m looking to confirm a customer satisfaction specific benchmark for forums / knowledge bases. Does anyone have a CSAT question in their survey?
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Does anyone have a CSAT question in their survey? What's the benchmark score for a forum?
Best answer by revote
timcavey wrote:
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.
timcavey wrote:
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.
+2Yeah, 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.
Thanks
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
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+2timcavey wrote:
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.
timcavey wrote:
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.
1 person likes this
revote wrote:
timcavey wrote:
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%
+2timcavey wrote:
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.
timcavey wrote:
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.
1 person likes this
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