Measuring customer satisfaction is very important to know how your customers are feeling about your products and services. In order to improve your services, it is vital to measure customer satisfaction. Anyhow, here is how companies measure customer satisfaction:
Customer Satisfaction Surveys
A customer satisfaction survey is a basic approach for collecting data on how satisfied your customers are. There are three helpful variations to help companies measure customer satisfaction:
- In-App Surveys
- Post-Service Surveys
- Long Email Surveys
Customer Satisfaction Score (CSAT)
This is the very common customer satisfaction metric, asking your customers to rate their business experience. Your CSAT score averages out all of these responses and gives you a rating on how well they were satisfied with your company or product’s services.
The scale typically ranges between 1 – 3, 1 – 5,, or even sometimes 10. While the larger range is not always better because of cultural differences in people’s satisfaction ratings, it becomes apparent that individualistic countries have a greater tendency to choose the more extreme sides than those living in collectivistic societies.
When you’re conducting business with international customers, it’s important to know how they perceive your service. While an American might be more likely to give a “terrible” or “amazing” rating rather than just say their experience was only satisfactory, Japanese are typically content with saying that something is either fine or not acceptable at all.
Net Promoter Score (NPS)
The Net Promoter Score, or NPS, is a customer loyalty metric that measures the likelihood of customers referring your company to someone. Using a 10-point scale (1 = not likely; 10 = very likely), users are asked how like they would recommend you on a scale from 1 to 10.
Finding your NPS score is simple! Just take the percentage of people who are promoters (10 – 9) and subtract the percentage of detractors (0-6).
Customer Effort Score (CES)
With this method, customers are asked how much effort it took them to have their issue solved. This is measured on a scale from 1 (lowest) to 7 (highest).
If you want to reduce customer loyalty in the future, aim for a high effort score. According to CEB, 96% of customers with this rating showed reduced loyalty compared to 9% of those who reported low effort scores.
Social Media Monitoring
Social media has had a huge impact on the relationship between businesses and their customers. In the past, if someone received great or poor service, they may have told family and friends about it, but now social media provides an outlet that can reach millions of people at once.
So if you want to know what your customers are really thinking, look no further than the platform they’re commenting on. Facebook and Twitter can give you some great insight into this – but also make sure to track Quora, Yelp, or TripAdvisor for more in-depth comments about how people feel towards your brand.