Measuring customer satisfaction is important to evaluate customer’s happiness and loyalty towards the business. The customer satisfaction survey tools are an important means to measure customer satisfaction. You can use a customer satisfaction survey app to get detailed insight into what customers like and dislike about their experience with your brand, product or services.
There are many metrics by which customer satisfaction is measured. Some of the most used metrics are:
- Customer Satisfaction Score (CSAT)
- Customer Effort Score (CES)
- Net Promoter Score (NPS)
Customer Satisfaction Score (CSAT)
CSAT measures the level of customers satisfaction or dissatisfaction with the product, service or interaction with your company. In CSAT, customers are usually asked to rate their experience on a scale of 1 to 10, 1 to 5 or 1 to 3. The score is then calculated by adding the sum of all the scores and dividing the total by the number of customers who responded.
Customer Effort Score (CES)
CES is similar to CSAT but requires customers to rate the ease of their experience instead of their level of satisfaction. This helps understand how easy or difficult a customer found to complete a task, and thereby assess their experience with your product. If the customer is able to accomplish the task with minimum effort, there is no scope for customer frustration and hence there is less likelihood of the customer switching to another company.
Net Promoter Score (NPS)
NPS asks customers how likely they are to recommend the company to a friend or colleague. This measures customer satisfaction as well as customer loyalty and lets you know if customers like a company enough to promote it through word-of-mouth. It also helps understand the proportion of customers who are likely to discourage others from transacting with your business, those who are simply neutral and those who would promote the company.
Customer Satisfaction Software Tool for CSAT
Using a customer satisfaction software tool to measure CSAT is helpful to get an idea of the customer’s level of satisfaction. The CSAT score survey has both advantages and disadvantages:
The Advantages of using a CSAT metric:
- Flexibility: It is possible to add or subtract questions and to ask for a greater depth of information. It is a very flexible type of survey.
- Questions can be customized for different audiences.
- CSAT surveys can use different indicators for different contexts. Answers are not restricted to text, but you can also use stars, emojis, and numbers.
Disadvantages of using CSAT metric:
- It only reflects short-term customer sentiments.
- Satisfaction is subjective and using this survey method may not give an accurate idea of what works and what doesn’t.
- It does not indicate customer loyalty.
A customer feedback app can help collect, analyze and distribute data to decision makers to understand pain points and create improvements. This helps the businesses to offer better services and develop their products according to customers’ needs thereby leading to growth and stronger customer loyalty. Customer satisfaction surveys are useful means to gain insight about customers that benefit your business.