Methodologies for measuring customer satisfaction

Client satisfaction is an important factor for any company. Clients are the ones who make the company's profit. That is why it is essential to constantly improve their satisfaction.

Nowadays, companies have the opportunity to use several methodologies to measure client satisfaction. Each is created differently, but they all have one thing in common.

They result in a picture of how satisfied clients are with the company.

Let's take a look at the methodologies that can be used :

1. Net Promoter Score (NPS): 

In this methodology, the client is asked how they would recommend the company on a scale of 0 to 10. Clients are then divided into three groups: promoters (9-10), passives (7-8) and detractors (0-6). The difference between the percentages of promoters and detractors gives the NPS.

This measurement results in a single integer that determines client satisfaction.

2. Customer Satisfaction Score (CSAT): The client responds to a question asking how satisfied they were with the product/service, usually on a survey scale of either 1-3, 1-5, or 1-10, or as a percentage, with 100% being fantastic and 0% being very poor. The metric depends on the organization and how it chooses to measure the overall customer experience.

The limitation of the CSAT metric is that it does not provide a complete, ongoing view of the client's mood and their long-term relationship with the organization.

3. Customer Effort Score (CES): This metric focuses on how difficult or easy it was for a customer to complete a specific task (e.g., solve a problem, purchase a product, contact support). The question is typically phrased as, "How difficult was it for you to resolve this issue with our company?"

4. Churn Rate (Miera odchodu): This metric measures the percentage of customers who stop using a company's products or services over a period of time. A high churn rate can signal customer satisfaction issues.

5. Customer Lifetime Value (CLV): This metric tracks the total value a customer brings to a company over the course of their relationship with the company. A higher CLV can be a sign of high levels of satisfaction and loyalty.

6. Feedback Surveys: Various surveys and questionnaires that may be sent to customers after a purchase or interaction with a company. These surveys can be formal or informal and focus on specific areas such as product, customer service, the purchasing process, etc.

7. Social Media Monitoring: Companies track mentions of their brand on social media to gain customer feedback and determine their satisfaction, often using sentiment analysis tools.

Regardless of which metric an organization chooses to use, a customer care approach is influential and important for building strong emotional bonds with the customer.