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Need Help Measuring Customer Satisfaction?
“I don't know how to measure customer satisfaction.”
Why Measure Customer Satisfaction
If you want to improve customer loyalty and drive business growth, you'll need to measure customer satisfaction. That means really listening to what your customers have to say about your company, products, and services. Top agencies use customer satisfaction surveys to determine their customers' level of satisfaction. There are a number of ways to measure customer satisfaction, but the most common ways include the Net Promoter Score, the Customer Effort Score, and the Customer Satisfaction Score.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is one of the most popular ways to measure customer satisfaction and measures how likely customers are to recommend your company to a friend or colleague. It's a customer satisfaction benchmark that companies use to measure and evaluate, as well as improve customer loyalty. The NPS measures a customer's overall sentiment about a brand and it's calculated by asking customers, "On a scale of 1 to 10, how likely are you to recommend to a friend?" Detractors are those who rate you a 6 or under, passives are those who rate you between a 7 and 8, and promoters are those who rate you a 9 or 10.
Here Are A Few More Things To Consider:
Customer Effort Score (CES)
The customer effort score (CES) is a customer service metric that measures user experience with a product or service. Using it, your customers can rank their experience on a seven-point scale ranging from "Very Easy" to "Very Difficult." The results can tell you how much effort is required to use your product or service and how likely it is that they'll continue buying from you. The CES doesn't follow an industry standard, but the higher your CES, the better the user experience.
Customer Satisfaction Score (CSAT)
The CSAT measures customer satisfaction based on an interaction, a purchase, or the business itself. It's calculated by asking a question like, "How satisfied were you with your recent experience?" Survey respondents would use a scale of 1-3, 1-5, or 1-10 to rate their experience. The CSAT is an easy way to pinpoint exactly what was satisfactory and what wasn't, so use it to your advantage by making improvements based on the feedback data you receive.
