4 PERFORMANCE DRIVER: Overall Customer Satisfaction (OSAT)
The Overall Customer Satisfaction Performance Driver is a question on the Customer Engagement Survey that measures how satisfied customers are with their overall experience in your store.
Pinnacle Target
Platinum Target
OSAT Score ≥80%
OSAT Score ≥85%
Why is Overall Customer Satisfaction important? Understanding how satisfied your customers are gives you valuable insight into what you’re doing well and where you have areas of opportunity. Overall Customer Satisfaction is the key component of the larger Customer Engagement Survey. It brings everything about the customer experience together into one simple question:
Please rate your satisfaction with your overall experience at our store.
The eight key drivers of Overall Customer Satisfaction are:
Associate Positive Attitude Associate Assistance Received
Ace Always Delivers on Its Promise
Problem-Free Experience Product Quality
Product Selection
Ease of Finding Products
Speed of Checkout
3.4% YOY Sales by OSAT Score Stores with higher Overall Customer Satisfaction Scores have higher sales. 3.7% 3.0%
1.7%
1.3%
0.2%
70–75
75–80
80–85
>90
<70
85–90
OSAT Score
18
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