Using multiple satisfaction metrics
Customer satisfaction metrics can help you analyze your current customer experience and find room to improve satisfaction and churn rates.
There are three big players when it comes to measuring customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. All three involve extracting customer opinions from carefully designed surveys and aim to measure the customer experience, problem resolution, and the support process.
Putting in place a process that analyses Customer Satisfaction, Net Promoter Score, and Customer Effort Score or a combination, will lead you out of the dark and shed light on how you can improve your overall customer experience.
Below is an overview of the way you can combine these Customer Satisfaction metrics and how you can use and distribute each one to bring your company success.
Customer Satisfaction Score (CSAT)
You can measure customer satisfaction:
In every interaction:Ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail. You can simply copy CSAT code and insert it into your help desk signature. This way your customers will be able to rate your company each time you interact with them. Below is an example of CSAT signature and pushed note with collected feedback in help desk - Front in this case.
in your content: Stop guessing what your customers like and dislike. Ask them for a feedback via one-click branded customer satisfaction (CSAT) survey. You can place it in a blog post, newsletter, knowledge base, or your website. Below is an example of CSAT survey incorporated into the newsletter - MailChimp in this case.
Customer Effort Score (CES)
Measure CES by surveying customers after the resolution of their conversation. Customer Effort Score survey questions ask to what extent customers agree with the following statement: "Company" made it easy for me to handle my issue.
Survey your customers automatically after you close a ticket, finish a call, close a deal, fulfill an order or finish a chat. Choose how long to wait for post-resolution before sending out a survey.
This way customers will be able to rate the interaction as a whole, and let you know whether you made it easy for them to handle their issues and questions.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others.