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6 Ways to Measure Customer Satisfaction Effectively

CATEGORIES Table of Contents [ hide ]

Introduction

What is Customer Satisfaction?

Back-Of ce Support
How to Measure Customer Satisfaction?
Business Process Outsourcing
Customer Satisfaction Surveys

Customer Experience In-App Surveys

Post Call Surveys

Healthcare BPO
Email Surveys
Mobile App Development
Voluntary Feedback

Photo Editing Customer Satisfaction Score (CSAT)

Net Promoter Score (NPS)

Software Development
Customer Effort Score (CES)
Title Search
Social Media Metrics

Google Alerts

Mention

Social Mention

Web Analytics

The Bottom Line

Introduction
For any business, customers are considered a fundamental asset. Hence, customer satisfaction acts as a
positive catalyst that pushes a brand forward while ensuring business growth. However, companies
must plan their customer service strategies based on the actual data rather than vague assumptions.
Though companies provide customer service, it needs to be measured whether the customers are
satis ed or not. There are several metrics used by businesses of all sectors to measure customer

satisfaction. Companies often make it a healthy practice in determining the customer satisfaction levels
so that they can understand the loopholes in the service delivery.

What is Customer Satisfaction?

Customer satisfaction is de ned as the re ection of how customers feel after interacting with a brand. It
refers to the measure of how a company surpasses or meets customer expectations with its products
and services. It usually re ects the health of your
+1 407-982-5822 business while showing
+91-80-41227522 how well the products and
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services of that business are resonating with the existing customers.
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How to Measure Customer Satisfaction?

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Research says that more than 91% of the customers will never buy from the company if they are not
happy with the after-sales service. Hence, the need of measuring customer satisfaction is of utmost
importance for companies to maintain customer trust and loyalty. In this blog, we are going to list a few
metrics which you can use to measure customer satisfaction easily and serve excellent customer service
while identifying the areas of improvement.

1. Customer Satisfaction Surveys

Customer satisfaction surveys are known to be the standard approach that companies use for collecting

data from customers. These surveys consist of questionnaires or a basic rating regarding the service of
the company. There are 4 variations of the customer satisfaction survey which are described below.

In-App Surveys

In-app surveys are small subtle feedback that is integrated on the website or the app after a customer

purchases from the respective source. Companies often initiate a post-service or post-purchase survey
and the response rate of this survey is most likely to be honest. Make sure that these surveys should not
hinder customer experience during the buying procedure. It should be precise and short.

Post Call Surveys

Post-call surveys are the best feedback that is received by the customers as soon as the interaction gets

over with the customer service agents. In this survey, the caller gives feedback by pressing keys on the
phone to rate the customer service which is automatically rolled to the supervisor in the company.

Email Surveys

Email surveys are meant for old customers who have made repeat purchases from the brand. It is a

form-based survey that contains insightful questions related to customer’s goals and better
engagement. The response rate is low because the answers are quite lengthy.

Voluntary Feedback

Sometimes customers provide feedback on their own for multiple reasons. Either the customers are

very happy with your service or they can be extremely unhappy with something and they want to let
the company know about their experiences. Whatever it is, ensure that as a brand you are making an
effort to make a call to the customers and understand their concerns while meeting customer
expectations.

2. Customer Satisfaction Score (CSAT)

The CSAT score or the customer satisfaction score is the universal metric that brands use for rating
recent customer interaction with the customer service team. The parameter ranges from 1 to 5 where 1
being highly dissatis ed and 5 being extremely satis ed. CSAT score is an elementary method where
brands understand the level of customer satisfaction that took place between the customers and the
customer service agent. However, brands have to be more organized and skillful while collecting

feedback from customers using the CSAT score. The CSAT score is directed towards the customer
sentiment and the metric comes from the directness.

3. Net Promoter Score (NPS)

Net Promoter Score (NPS) is a metric of customer satisfaction where the likeliness of a customer
referring that brand to someone is measured. It is one of the most infamous ways of measuring
 customer trust and loyalty.+1Here, customers are+91-80-41227522
407-982-5822 asked to rate on a scale from 1 to 10, how likely they
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recommend the brand to someone, where 10 denotes extremely likely and 1 denotes not at all likely.
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Hence, the response rate of this survey is higher because the unsatis ed customers always answer this
survey to let the company know about their experience. Data re ect that 64% of the customers tend to
recommend a brand to their friends and families due to an excellent customer experience. Brands must
utilize this opportunity for customer retention by making a signi cant impact on customer service.

4. Customer Effort Score (CES)

Customer Effort Score (CES) is a way of understanding customer service quality where the customers
are asked regarding the amount of effort they have put in while availing customer service for resolving

their issue. The scale for CES ranges from 1 to 5 where 5 denotes extreme hassle and 1 denotes lower
hassle. It is considered an appropriate customer-centric parameter where brands can segment their
unhappy customers in a way so that they can put extra effort into the less satis ed customers.

5. Social Media Metrics

Social media of any brand creates a signi cant impact on its relationship with the customers.

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Customers become more vocal on social media as they post on the company’s social media handles
regarding their experiences with the brand. Brands must observe the customer behavior and
recommendations by responding to them accordingly.

Google Alerts

Google Alerts notify the customers whenever a brand has something to promote or appears in any
prominent position.

Mention

Mention is a powerful free and premium tool that gives the brand a heads up whenever it is mentioned
anywhere on the web. It is essential for tracking social media platforms where Google alerts don’t act
properly.

Social Mention

Social Mention is a free tool that is used in analyzing the social mentions of a brand on the web. It will
show the likeliness of the brand that is being present on the web. As a brand, you can easily detect the
ratio of the positive and negative social mentions of your brand.

6. Web Analytics
Web analytics refers to data-driven metrics used by a brand for measuring customer satisfaction. In this

method, direct involvement of customers is not required because the analytics generally crawls the
website traf c, understands the customer behavior, reads the sales funnel thus predicting future
conversations. In-built web analytic models provide better insights into all the touchpoints, FAQs, etc. If
these insights are successfully compiled, then a brand can create an ef cient customer service strategy
that will act as a crucial differentiator in the economy.

The Bottom Line

Tracking and measuring your brand’s key customer satisfaction metrics can seem overwhelming but it
is very much worthwhile when a company will avail its bene ts in customer loyalty and brand
reputation. For every business, customer satisfaction metrics act as crucial building blocks for serving

rich customer experiences. However, the metrics for measuring customer satisfaction may vary
depending on various industrial sectors. But the above-mentioned metrics are the successful metrics
commonly used by most companies while serving better customer service.

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