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Customer Satisfaction Metrics

Measuring Customer Satisfaction is very important for all businesses. But which Customer Experience Metrics should you measure? With Zonka Feedback, measure the three most important Customer Satisfaction Metrics - NPS, CES & CSAT.

Measure Loyalty with Net Promoter Score

NPS-4

Net Promoter Score is a proven metric used in Customer Experience programs to measure and determine employees and customers’ loyalty to the brand and business.

Learn more about NPS ➝

Measure Effort with Customer Effort Score

CES

Customer Effort Score (CES 2.0), is a new entrant in the Customer Experience domain and is used to measure Customers’ perceived effort of interaction with your brand and business.

Learn more about CES ➝

Measure Satisfaction with Customer Satisfaction Score

CSAT

Customer Satisfaction is the measurement of how happy and satisfied the customers are with your product, service and their experience with the interaction with your business.

Learn more about CSAT ➝

NPSoniPad

Net Promoter Score

Measure & Improve Customer Loyalty with Net Promoter Score

NPS, developed by Bain & Co. in 2003, is a very popular metric to measure the loyalty of your customers, employees and audience using a very simple question ‘How likely is it that you would recommend this company to a friend or colleague?.’ NPS is rated between 0-10 where 0 is highly unlikely and 10 is very likely. It is scored between -100 to +100.

Know more about Net Promoter Score ➝

Improve Customer Loyalty with Net Promoter Score

Identify Detractors & win them back

Identify at-risk customers and detractors. Get your team notified of miffed customers and strategize your business plan to win them back!

Measure NPS at every touchpoint

With a digital platform, you can be where your customers are. Take feedback in-app, on tablets, through email and SMS and many more ways.

Measure loyalty from everyone

Why measure only Customer Loyalty? Use Zonka Feedback’s Net Promoter Score Survey Software for Employee Net Promoter, Patient NPS and more!

CESon iPad

Customer Effort Score

Measure Customer’s Perceived Effort with CES 2.0

Customer Effort Score is a metric that measures customers’ perceived effort, based on a recent interaction of transaction, i.e. how easy customers thought it was to get a resolution. Customer Effort is a strong driver to Customer Loyalty.

Know more about Customer Effort Score ➝

Make it easy for customers to do business with you

Measure Effort made by Customers

The first step to make improvements is to effectively measure and analyze how much effort customers make to do business with your company.

Analyze CES post every interaction

Customer Effort Score can be set up post every transaction and interaction to know customer feedback at specific touchpoints.

Make Improvements based on CES

Based on the Customer Effort Score, you can further analyze the painpoints and make improvements in the business to offer a more seamless experience to customers.

CSATon iPad

Customer Satisfaction Score

Measure Customer’s Happiness and Satisfaction with CSAT Surveys

Customer Satisfaction Score is one of the most popularly used metrics to measure how happy and satisfied a customer is.

Know more about Customer Satisfaction Score ➝

Make it easy for customers to do business with you

Measure CSAT from everyone

Why measure only Customer Satisfaction? Use Zonka Feedback’s Satisfaction Survey Software for Employee Satisfaction, Patient Satisfaction and more.

Identify at risk customers & win them back

Identify at-risk and unhappy customers. Get your team notified of miffed customers and strategize your business plan to win them back!

Measure loyalty from everyone

Why measure only Customer Loyalty? Use Zonka Feedback’s Net Promoter Score Survey Software for Employee Net Promoter, Patient NPS and more!

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200+

Global Brands

30+

Countries

1 Million

Surveys per month