To know whether or not you are on the right track to provide the best customer experience, it’s crucial to optimize your performance and measure your efforts. Apart from numerous metrics, there are numerous ways that can be used to measure customer satisfaction, such as the increase in the number of testimonials/reviews and passive data collection.
The 3 most important customer satisfaction metrics you should use to deliver the best results for your customer services are:
1. Net Promoter Score(NPS)
It is one of the most crucial metrics created by “Bain and Company,” which is used to measure customer loyalty. NPS scores are calculated with the help of a single question survey. Customers are mainly classified into 3 categories promoters (score of 9 or 10), passive (score of 7 or 8), and detractors (score between 0-6). NPS will help businesses to gain a bigger picture of loyalty.
Benefits of Using NPS
- It’s a useful customer feedback tool which has a significant impact on the businesses
- It helps in enhancing customer experience
- It helps in quantifies word-of-mouth traffic which plays a vital role in several parts of the buyer’s journey-from evaluation-to-purchase
- It helps in identifying areas for product improvement
2. Customer Satisfaction Score(CSAT)
It is a 5-point metric from “Very Unsatisfied” to “Very Satisfied,” which is used to measure whether your product or service meet your clients’ expectations or not. You should measure customer satisfaction after every interaction with a customer support representative.
Benefits of Using CSAT
- It will show your customers that you are not only interested in their problems, but you get the most convenient solutions at every step in the buying process.
- It measures a customer’s most recent interaction, which will identify whether there is a problem if the issue has been resolved, and how happy customers are with the resolution.
- It’s one of the best methods to prevent customers from churning away, which will help in customer retention.
- Using customer satisfaction surveys is a quick and simple way to know what your customers feel about your products.
3. Customer Effort Score (CES)
It’s a single item metric that measures how much effort a customer needs to put into resolving an issue. Customers are more loyal to brands that are easy to do business with. Focusing on reducing customer effort will help you create a better experience for your consumers.
Benefits of Using CES
- It’s useful for testing the effectiveness of customer service.
- It will help you gather more meaningful insights at any stage of the customer journey.
- The objective of the CES survey is the first step to improve your customer loyalty.
- Measuring, monitoring, and analyzing Customer Effort Scores will disclose where improvements can be made in your customer interactions. Evaluating touch-points will provide highly actionable feedback.