What Is DSAT?
DSAT means Dissatisfaction Score, a key performance indicator that measures the dissatisfaction level of customers after the interaction with the customer service team of a company. It helps customer service to be improved by providing insights into the areas where the service is falling apart.
How does DSAT Work?
DSAT (Dissatisfaction Score) works by collecting feedback through surveys, direct feedback mechanisms, or post-interaction assessments of customers who express dissatisfaction after interacting with customer service. The score is then calculated based on the number or percentage of dissatisfied responses received. It serves as a metric to highlight areas of customer service that need improvement, guiding efforts to enhance overall customer satisfaction and service quality.
ย Difference Between DSAT and CSAT in a Call Center
While both CSAT and DSAT are essential for understanding customer feedback, they serve different purposes. DSAT, short for Dissatisfied customer score, is a metric in customer support and CX that focuses on measuring the percentage of customers who express dissatisfaction with a product or service. A high CSAT score indicates that customers are generally pleased with the service, whereas DSAT identifies unhappy customers. It is utilized by call centers and in-house customer support teams to evaluate their performance and pinpoint areas needing improvement.
How to Calculate CSAT and DSAT?
Calculating CSAT is relatively straightforward. Customers are asked to rate their satisfaction on a numerical scale, typically from 1 to 5 or 1 to 10. The CSAT score is then calculated by taking the percentage of customers who rated their experience as satisfactory (e.g., 4 or 5 on a 5-point scale).
Formula: (Number of satisfied customers/ Number of total responses) x 100 = CSAT %ย
Calculating DSAT follows a similar process but focuses on the negative end of the scale. Customers are asked to rate their dissatisfaction.
Formula: (Number of dissatisfied customers/ Number of total responses) x 100 = DSAT %ย
Tips to avoid DSAT in the Call Center
It is essential to avoid high DSAT scores in call centers to maintain positive customer relationships and quality service. Here are several tips to improve DSAT score in the context of customer service:
- Effective Training Programs: Equip customer service representatives (CSRs) with the skills to handle diverse issues competently.
- Regular Feedback and Monitoring: Use call recordings and quality assurance tools to identify improvement areas.
- Prompt Resolution of Issues: Address complaints swiftly with a robust tracking system.
- Personalized Customer Experience: Tailor interactions to meet individual customer needs.
- Proactive Communication: Keep customers informed about their queries’ status.
- Empower CSRs: Enable CSRs to make quick decisions to resolve issues efficiently.
In conclusion, by focusing on both CSAT and DSAT, businesses can gain a holistic view of their performance and implement targeted strategies to enhance customer satisfaction and reduce dissatisfaction.