Customer satisfaction metrics

How to measure customer satisfaction? Metrics to know

Customers are one of the cornerstones of any business, but they are also one of the most important How can we measure your satisfaction with us? 

Well, we will now discuss some metrics that can be very useful and that can help us to measure this satisfaction. 

Customer Satisfaction (CSAT) 

This metric is based on a formula, namely the following: Expectations - Performance = Satisfaction. 

Thus, as we can see from it, everything starts from the customer's expectations of our products or services.  

Therefore, if this expectation is met, satisfaction will be full or high, with the opposite effect if the expectation is not met.

However, the expectations that our clients may have are variable factors, and therefore it is very important to give as much information as possible regarding the situation in order to avoid that such expectations may become impossible, as that would mean not achieving satisfaction even with perfection. 

Customer Effort Score (CES) 

This metric, unlike the previous one, measures the effort the customer has made to interact with our brand or business. 

Thus, if such interaction has been impossible or complicated, satisfaction will be null or low. 

For this reason, and as we have already mentioned in previous blogs, dealing with the customer is a very important aspect for all businesses, and we must provide them with the necessary tools so that they can contact us quickly and attend to them in a professional manner, providing solutions to their needs. 

Ease of Doing Business (EODB) 

As its name suggests, it refers to the ease of doing business. It is also related to the previous one, the ESC. 

Thus, CES refers to concrete interactions, i.e. identified and concrete customers. The EODB, on the other hand, reflects the ease of doing business in general. 

Therefore, this metric will help us to know how easy it is for customers, in general, to interact with our brand or business, without prejudice that later, with each specific customer, the CES is applied. 

Similarly, This tool is very useful as it allows the identification of weaknesses and strengths of the business.. In this sense, if it is easy, we have the right tools for them to contact us and we are doing it well.  

On the contrary, if there is none, it means that we should consider certain strategies in order to improve this aspect, as we would be facing a weak point in our business that can have negative repercussions, such as not attracting customers. 

Net Promoter Score (NPS) 

This metric is the most widely used and best known, since it is that which reflects the likelihood that we will be recommended. 

In this sense, it is clear that if our customers rate the possibility of recommendation highly, their satisfaction is also high. 

However, in the opposite case, we should not forget to try to find out the reason for the non-recommendation.The report asks questions such as, for example, where we should improve. 

Star rating 

Another metric par excellence is the star rating. 

This metric is very simple and quick, but it also generates many problems as it is a global assessment.  

In the face of this, it is always appropriate to set out different factors that need to be star-rated (e.g. speed, personal approach, adequate delivery time, etc.). This will make it possible to identify, albeit in a less detailed way, those aspects that have led to a lower rating. 

Also, Another way to expand the information is to directly include a question, especially in the case of negative ratings, where the most important thing is to know the reason for a low score. 

Therefore, as we have seen, all these metrics can be very useful to know the satisfaction of our customers, but they can also be very useful to know the satisfaction of our customers. We must not forget that all this information must be analysed in order to know the situation of our business and to create the necessary improvement strategies. 

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