Customer feedback metrics

Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not.

Business

July 9, 2021

That is why tracking customer satisfaction metrics is crucial.

Happy customers are loyal customers. In fact, when it’s unsatisfactory, almost 13% of unhappy clients spread the bad word about the company to over 20 people.

Developing a customer satisfaction process will help you to find those unhappy ones and discover what went wrong in their experience. Also, it is crucial for any business to interact and communicate with their clients on a regular basis. (According to Survicate)

Metrics that help you monitor customer feedback

(Net Promoter Score) NPS: The most common feedback survey metric measures customer loyalty by asking the question: "How likely is it that you would recommend X to a friend or colleague?"
Customer Satisfaction (CSAT): "How would you rate your overall satisfaction with the goods/service you received?" to find out how satisfied your customers feel
Customer Effort Score (CES): Focuses on the effort your customers need to put in to interact with you. The lower the effort, the happier the customer. "How easy was it to deal with our company today?"

Reference: Survicate