“I think it's very important to have a feedback loop, where you're constantly thinking about what you've done and how you could be doing it better.”― Elon Musk

Readings / Assignments

• Default service dashboard reports
  Use the service dashboard in HubSpot to view your ticket, knowledge base, and customer feedback performance at a glance.
  
  
• Customer Satisfaction (CSAT) score
  A Customer Satisfaction (CSAT) score tells you how satisfied a customer is with a product, service, or experience. It measures how a customer feels about a brand interaction. Use customer satisfaction surveys to ask contacts for feedback on their experiences or interactions with your business.
  
  
• How to measure customer satisfaction. 
  "Every day unsatisfied customers cost businesses a lot of money. In fact, studies show that 80% of customers will switch companies after one poor service experience."
  
  
• The State of Customer Service in 2020 
  "My advice for 2020 is simple: Focus on your service teams. Take care of them. Invest in them. Empower them."