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NPS, CSAT & CES

Measuring your customer satisfaction shouldn’t be just a onetime occurrence, CX measurement process should be embedded to your company culture. When it comes to measuring customer experiences  there are many questions that you can ask from your customers. But is there any questions that we should be asking at all times? 

The feedback questions that you ask from your customers should definitely depend on your business. However there are some widely used CX metrics that most companies utilizes on their CX feedback programs. The most widely used CX metrics are NPS, CSAT and CES. 

NPS

Net Promoter Score is one of the most widely used metric in the service industry. NPS is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others.  It is ultimately used to gauge customer’s overall satisfaction with a company’s product or service and their loyalty to the brand.

Personally, I think NPS is an indicator of an attitude rather than a behavior. Asking the Net Promoter question is still useful, to know if your customers are “willing” to recommend your products or services as a result of the most recent interaction with the company.NPSCSAT

CSAT is widely used on transaction surveys to measure the short-term happiness of the customer. In most surveys customer satisfaction question is asked as the opening question on a scale of 1- 5 where 5 is Very Satisfied and 1 is Very Dissatisfied.

CSAT-3

CES

Is your company easy to work with?  The ease of doing business with an organization has a direct impact on how your customers view your business. The easier it gets to do business with you the overall customer satisfaction should increase. It is important to ask this question because most of the time it correlates with the overall opinion of the service or the company.   In order to achieve higher customer loyalty, organizations must reduce the effort that a customer must exert to get their issue resolved.

CESAdding these metrics to your customer experience surveys will give you the opportunity to measure your customer satisfaction to further learn insightful feedback from your customers.

 

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