From the course: Service Metrics for Customer Service
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Customer satisfaction and loyalty
From the course: Service Metrics for Customer Service
Customer satisfaction and loyalty
- Let's now turn to metrics that measure customer satisfaction and loyalty. Measures of customer satisfaction are essential in all environments, and they're particularly valuable in conjunction with other objectives. For example, what impact do changes in policies and services, and processes have on customer satisfaction? Customer surveys are very common, and there are a number of options from which to choose. For example, net promoter score is a popular approached based on the survey question how likely is it that you'll recommend us to others? The input's provided on a 10 point scale with 10 being very likely to recommend. In calculating the score, nines and 10s are considered to be promoters, sevens and eights are neutral, and sixes and below are detractors. An advantage to net promoter score is that it's widely adopted and based on well defined methodology so you can readily benchmark results. Measures of customer satisfaction, or CSAT as it's often abbreviated, are based on…
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