Thursday, December 22, 2016
How do you measure customer satisfaction?
Would you like to know whether your customers are satisfied with your company? Is there anything you can do to improve your products and services? And how do you compare with your competitors?
To do this, you can use a customer satisfaction indicator. But which one should you choose to correctly measure your customer satisfaction?
SatisFactory, a specialist in customer feedback management, invites you to discover 3 indicators.
The classic indicator: Customer Satisfaction Score
Let's start with an indicator we all know, and which is still widely used today when analyzing the results of survey software or consumer research: the Customer Satisfaction Score.
But what is CSAT?
This is the answer to the question "How satisfied are you with ...?
This could be the purchase of a product, a service or an in-store experience. In most cases, the consumer's response will be based on a 5-point scale:
- not at all satisfied
- not satisfied
- neutral
- satisfied
- very satisfied
The indicator is then calculated by adding the positive responses obtained to the sum of the responses given.
Net Promoter Score: would you recommend it?
The other key indicator of customer satisfaction is the Net Promoter Score (abbreviated NPS). It differs somewhat from CSAT in that, rather than giving a direct indication of your level of satisfaction with a particular service, it assesses the extent to which you would be willing to recommend a company to your friends and family.
This evaluation takes the form of a score from 1 to 10, with 10 being the maximum recommendation.
The result is then calculated by subtracting the proportion of promoters (scores of 9 and 10) from the proportion of detractors (scores of 1 to 6). This indicator is particularly interesting, as we know that there's no better advertising than recommendations from friends and family.
Customer Effort Score: bringing objectivity to a world of stats
The Customer Effort Score is the most recent of the 3 indicators we offer, having first appeared in 2010.
This indicator assesses on a scale of 1 to 5 the level of effort you had to make to obtain satisfaction. How does this make it a more objective indicator?
Quite simply, because it focuses on the consumer himself and his level of effort, not on his relationship with the company.
Would you like to implement a feedback management strategy in your company? Give us a call or send us an email, and we'll be happy to help.
