Table of Contents
What is customer satisfaction?
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3 ways to measure customer satisfaction
- Customer Satisfaction Score: This is one of the best known indicators for measuring customer satisfaction. It uses closed questions with a variety of predefined answers.
- Customer Effort Score: This indicator is able to measure the customer’s effort to solve a specific problem. Ideal for finding friction points and measuring customer satisfaction with their experience.
- Net Promoter Score: Customer loyalty is key to a better positioning of the brand; these are recommendation questions whose answer is a scale from 1 to 10 to recognize their satisfaction.
Importance of customer satisfaction
- Reduces customer churn
- Allows measurement of audience purchase intent.
- Increases customer lifecycle.
- Ensures referrals to people close to you.
