How to Effectively Measure Customer Satisfaction to Improve CX
Evolving Competition & Customer Voice
Here’s How Customer Satisfaction is Measured
It all boils down to gathering customer feedback via surveys.
Types of customer satisfaction surveys:
- In-app surveys
- Online surveys
- In-store surveys
- Feedback forms
- Offline surveys over the phone.
Over the Phone Surveys
Our highly trained and knowledgeable survey experts engage in more personalized phone conversations. They uncover valuable insights not apparent through static endeavors. Such as email and direct-mail surveys or other web-based surveys.
However, they aren’t just automated voices that ask questions. We are REAL people—Real people who CARE! Furthermore, your customers will feel valued and appreciated.
By implementing our Voice of the Customer (VoC) program, you’ll receive real-time data. Data specifically needed to help your team produce loyal and satisfied customers.
Most commonly used metrics for monitoring and analyzing customer satisfaction:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
3 Most Used Metrics When Measuring Customer Satisfaction
1. Customer Satisfaction Score (CSAT)
For example, you could ask customers to rate their satisfaction with the quality of the customer support you provide to them. Typically, on that five-point scale.
CSAT targets a “here and now” reaction.
2. Net Promoter Score (NPS)
For instance, NPS specifically targets the likeliness of customer referrals. It’s in fact, one of the most popular ways of measuring customer loyalty. As well as a dependable way of measuring customer satisfaction.
It's this metric that helps you find:
- How satisfied consumers are with your products/services;
- How loyal they are to your brand;
- How likely customers are to recommend your company to others.
In addition, it’s closely associated with increased business growth. According to the Net Promoter System, companies with the highest NPS in their industry tend to grow 2X faster than their competitors.
3. Customer Effort Score (CES)
CES surveys typically ask the question:
Decrease in Frustration = Increase in Loyalty.
To Sum It Up: Keep Your Customers Front and Center
All things considered, investing the time into implementing our VoC program is a win-win. Not only will you make a significant impact on your marketing ROI, but you’ll also set a solid foundation for a thriving business.
Want to Learn More About Our Proven Process?
Give us a call at (888) 326-6118 or shoot us an email at email@example.com.
When it comes to CSAT surveys, the importance of effective human interaction is undeniable. Heres’s why our proven survey method is more successful…read more
Out of the five customer satisfaction survey methods listed in this post, there’s one that’s most effective: phone surveys. Capturing MORE quality data…read more
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