What are customer satisfaction metrics?
Customers will be highly satisfied if they get the best products or services from the brand. It basically fulfilled their expectations or not. Check the list of “what are customer satisfaction metrics?” down here.
Answer’s list of “What are customer satisfaction metrics?”
Based on their satisfaction, customers are categorized in two which is the happy and unhappy. Happy customers are likely to come back and spread word of mouth branding for the company. But the unhappy one, they may not return and will give you bad feedback.
Sorting them will give you an opportunity to make strategies for the next step. It is like finding the right place to begin and to end. This is where the metrics of customer satisfaction matter.
What is Customer Satisfaction Metrics?
Customer satisfaction metrics usually used for representing your customer satisfaction. It is like you know how happy they are. so, if you asked “what are customer satisfaction metrics”, you can answer with these metrics make you know how to improve your company.
As business people, you expect that customers not only meet their bare minimum expectation of neither your product nor service. You want to create a legion of loyal customers who always come back. So, you need to know their level of satisfaction first using the metrics.
How is customer satisfaction measured?
To maintain your customers, you need to know the reasons for your customers being satisfied or not. They may love your services, but not with the payment process. Whatever the issues are, you can’t fix them until you know about it.
Choosing the right metrics is really important because it will affect your company. There are a lot of metrics you can use. Here’s some popular metrics that are used for customer satisfaction measurement.
1. CSAT (Customer Satisfaction Score)
This metric is the most popular to measure customer satisfaction. It has a straightforward way that measures the sentiment towards your services and products. The example question that is usually asked in these metrics is “on scale 1-10, how satisfied are you with the delivery services?”
2. CES (Customer Effort Score)
CES can measure how much effort your customer puts into answering specific questions. This metric depends on some factors, including time spent and the number of times to reach out. If you find out that you have a low score from these metrics, identify how to remove the problem.
Unlike CSAT, CES only has some choices of answers. The common choice is like very easy, neither, and very difficult. Basically, it is like to know every effort that a customer did to get great customer service.
3.ESAT (Employee Satisfaction Score)
Besides making sure that the customer is satisfied, you need to know that your employee is satisfied too. It is about their job and team to decrease some big risks to the company. These surveys will open the communication line between the employee and the company.
Is customer satisfaction a key performance indicator?
Once you have measured the level of your customer satisfaction, you might know that something needs to be improved. Maybe you will get disappointed the first time you see the result. But it was actually the start of making it better.
So yes, customer satisfaction is a key performance indicator. By knowing that they are happy, you will keep doing things that make them happy and vice versa. It is a kind of feedback and action after that.
What are the Cs of customer satisfaction?
Well, the last but not the least thing that will be talked about in the answer's list of "What are customer satisfaction metrics?'' is the three Cs of customer satisfaction. These three Cs are actually about one thing that may be the most important thing to maintain the customers, which is Consistency. Let's check this out
1. Customer journey consistency
Loyalty, commonly associated with customer journey consistency. It is like how many interactions are made by a customer with your company. If your company has great performance, your customers will always return and have consistency in using your product and service.
2. Emotional consistency
Emotional consistency is related with company’s trustworthy. Branding your company to the truth will make your customer happy. This build of trust will be essential for long term condition.
3. Communication consistency
To get customers' satisfaction, you need more than combinations of words. So if you made a campaign in the first place, you need to always fulfill to be consistent. It is such a reservoir of the brand's goodwill that customers need to always be involved.
After knowing the answer’s list of “What are customer satisfaction metrics?”, now it is time for you to begin. The metrics that talked about I above also related with the # Cs consistency your company does. Since customer satisfaction has an important impact for the company, you really require tracking it.