Sunday 06 September 2020
Some metrics & customer satisfaction indicators to remember
Measuring the satisfaction of your customers (and, more generally, any individual interacting with your company, products or services) is essential to understanding your target audience's expectations and responding to them as effectively as possible.
But what customer satisfaction indicators should be observed to achieve this?
SatisFactory, the feedback management specialist, can help you in your approach by presenting three key metrics for measuring customer satisfaction.
CSAT or Customer Satisfaction Score, the main customer satisfaction indicator
A historic metric, the Customer Satisfaction Score (abbreviated to CSAT) is simply a rating given to your product or brand by the customer.
One of the most common ways of obtaining it is simply to ask a question like: "On a scale of 0 to 10, how satisfied are you with XXXX?".
This gives you a figure representing the degree of customer satisfaction on the scale you have defined.
Of course, a few answers are not enough! CSAT is a customer satisfaction indicator that comes into its own when it reflects a real trend, on the scale of a significant volume of individuals.
This allows you to establish an average, to see the end values that stand out (satisfaction between 3 and 6, for example) and, above all, to measure changes over time. If your CSAT improves over time, it's a sign that your customers are more satisfied with your company.
Going further: the customer effort score, or CES
The Customer Effort Score is measured by asking your customers to estimate the degree of effort they put in before obtaining satisfaction, again on a scale.
This enables you to identify the efficiency of an after-sales or problem-solving service, for example. This metric allows you to focus on objective data (effort expended) to measure satisfaction, while offering a vision of the efficiency of the process as a whole.
Once again, this customer satisfaction indicator can be easily measured using online or oral questionnaires. Be sure to spell out your request so that the individual focuses on the notion of effort made, regardless of his or her opinion or mood at the time.
Of course, you can also measure the customer effort score and the CSAT to obtain more enlightening results, and cross-reference the data in your feedback management dashboard.
Find out whether your customers would recommend your company with the Net Promoter Score
We've all come across it in our everyday lives: the net promoter score is a powerful customer satisfaction indicator that helps identify potential promoters among your customers.
We're talking here about people who are so satisfied that they're likely to recommend your brand or product to someone close to them, detected by asking a question like "Would you recommend XXXX to a friend?
As you can see, there are many ways to measure customer satisfaction, but these three metrics are already an excellent basis for integrating and closely monitoring your customer feedback management.
It's far more efficient to centralize these processes within a dedicated solution that will help you analyze data and make decisions: that's the mission of Feedback, SatisFactory's solution.
To find out more, please contact us on 01 75 77 27 20 or by e-mail at contact@satisfactory.fr.
