Being unbiased when assessing the satisfaction of your own customers can be challenging. Thankfully, the answer to the question of how to gauge customer satisfaction is more precise than you might imagine.
What advantages come from tracking customer satisfaction?
For a business relationship to last and be successful, customer loyalty is essential. Customer satisfaction is a key element in determining customer loyalty. Given the variety of options available to unhappy customers, they won’t hesitate to take their business elsewhere after a negative experience. Understanding how to measure customer satisfaction is important because it can serve as both a growth indicator and a churn prevention measure.
How to Measure Customer Satisfaction
Here are some examples of the most popular metrics for gauging customer satisfaction.
Customer Satisfaction Score
CSAT, or customer satisfaction score, is a tried-and-true metric. How would you rate your interaction with our sales, customer service, or support department? is a question that is targeted at the customer in a customer satisfaction survey. Typically, the scale has five categories: very unsatisfactory, unsatisfactory, neutral, satisfactory, and very satisfactory.
Net Promoter Rating
The Net Promoter Score was created to make up for the CSAT’s lack of ability to predict customer loyalty. The inquiry reads, “How likely are you to recommend our product/service to a friend on a scale of 1 to 10?”
Customer Effort Score
The Customer Effort Score approaches customer satisfaction measurement differently than the first two techniques. How difficult was it for you to get a problem fixed, a question answered, or a service provided? is the question posed to the customer?
Typically, the scale ranges from 1 (my problem was very simple to solve) to 5 (it was a monster headache). The better, the lower your score.
To stay relevant and unobtrusive and to make sense of the vast amount of data you gather, you’ll need to be creative. Call Cegura Technologies to learn more.
