CSAT (customer satisfaction) culture is derived from the demand to do better for our existing and future customers. We are at an age where the consumer pool has a strong control on product and service quality public reviews with a large platform of media outlets to voice good and bad.

Organizations have either jumped on the opportunity to get better by utilizing the consumer feedback or fallen behind by not understanding and not acting towards correcting outlined areas of opportunity.

The CSAT culture is developed once an organization sets out to target a goal put on themselves to uphold a satisfaction standard. The standard is used to ensure their services and products are making their customers happy. Once the staff members embrace the goal and set towards the target, behaviors may need to be modified and an ability to monitor and measure those behaviors becomes mandatory.

Working with teams around the world I have found that CSAT culture is a genuine display amongst humans. The effort towards delivering good service and products with a smile. It is an understood expectation from all of us consumers on our vendors. We all strive and expect to give and get better service and or products. Especially when we buy things at a premium rate. Most employees value their interaction with customers, especially in the front end, but understanding their role and how it may impact the customer experience is critical.

When an office strives towards the same customer satisfaction goal, not only for the KPI (key performance indicator) target, they move towards a better way of promoting their buseinss and work culture. Being CSAT centric as a team, means everyone is focused on the customer experience, and carries the torch for the team.

CSAT culture may also be the way they interact with the customers and each other, also found in their processes including when delivering coaching and communications, it is all based around the same methodology used to interact with the clients. Be nice, take ownership, build rapport, and provide expectations with an outcome then follow up.

-Sheridan