The customer satisfaction survey is a feedback survey that will ask the customer how satisfied they are with your products or services. It usually consists of one question that covers everything that a company wants to know about customer satisfaction.
2. • About Net Promoter Score®
• 7 Benefits of Net Promoter score.
• Customer satisfaction
• Customer Efforts Score
3. What is Net Promoter Score?
For customer Experience Management Program
NPS survey focuses on measuring long term customer loyalty, . It is the metric ranging from -100 to 100 that
quantifies the willingness of customers to recommend a company’s products or services to others. , NPS survey
helps companies of all sizes organize around a crucial objective, increase their score by acquiring more
enthusiastic customers that can be effectively tracked and measured over time.
Calculate your NPS the use of the solution to a key query, using a 0-10 scale: How in all likelihood is it which you
could advocate [brand] to a pal or colleague?
Respondents are grouped as follows:
Promoters (rating nine-10) are unswerving enthusiasts who will keep buying and refer others, fueling increase.
Passives (rating 7-8) are glad but unenthusiastic customers who are at risk of aggressive offerings.
Detractors (rating 0-6) are sad customers who can damage your emblem and hinder boom thru terrible word-of-
mouth.
Subtracting the share of Detractors from the percentage of Promoters yields the Net Promoter Score, that could
variety from a low of -one hundred (if every purchaser is a Detractor) to a excessive of 100 (if every purchaser is a
Promoter).
4. 7 Benefits of Net Promoter Score (NPS)
• It provides the big picture.
• NPS relevant to everyone.
• It gives direction to improve business.
• It's simple , User Friendly and inexpensive to
implement.
• Great way to track change over time.
• It is easier to benchmark against
competitors.
• It measures the likelihood of repeat
business.
5. Customer Satisfaction
A CSAT survey can help you unleash the opportunities or
weaknesses in your product/service so that it creates a better and
long lasting experience for your customers. Respondents claim an
answer between 1-5, with 1 being highly unsatisfied and 5 being
very satisfied with the products/services received. The results can
then be averaged out to provide an estimated CSAT score that can
be used to enhance your customer experiences.
6. Customer Effort Score (CES) is a metric derived from a customer
satisfaction survey that measures a product or service’s ease of use to
customers. A Customer Effort Score reflects the amount of effort a customer
had to exert to use a product or service, find the information they needed,
or get an issue resolved.
Customers are asked to respond to a statement like “[Name of the
organization] made it easy for me to handle [name of issue]” with a 1-5 or 1-
7 scale rating, where 1: strongly disagree and 5 or 7: strongly agree. The
less effort required, the better the CES—and, arguably, the higher the
customer satisfaction.
Customer Effort Score
(CES)
7. Thank You
Contact For More Information
Visit: https://cviewsurvey.com/
Email: contact@cviewsurvey.com
Phone no: (+91) 7880122301
