Customer satisfaction is the most impactful metric for D2C eCommerce brands – no wonder it's usually top on the list of priorities for executives. People's overall satisfaction when interacting with your business will influence everything from brand awareness to engagement to sales.
Customers decide whether to return or forget about an eCommerce business forever based on their satisfaction, and improving that will also raise retention. One invaluable tool you can use to measure consumer satisfaction is CSAT (aka customer satisfaction score).
Did you know that only a few unhappy customers will ever take time to complain about their experience? The non-complainers leave and never return. As a result, brands without a CSAT strategy are losing way more opportunities than they realize.
On top of that, pleased customers are likely to tell others, helping more people discover your brand and become paying customers. That makes the loss of a single customer even more costly. The good news is you can improve your CSAT and subsequently retention by using the right tools.