Evaluation systems are structures that facilitate the collection and analysis of feedback. There are several options available, each with its own particularities and benefits:
Net Promoter Score (NPS)
NPS is one of the most popular metrics for measuring customer number in the philippines satisfaction and loyalty. Plus, it’s based on a simple question:
“On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”
Thus, the responses are categorized into three groups:
Promoters (9-10): Loyal customers who promote the company.
Neutral (7-8): Satisfied but not enthusiastic customers.
Detractors (0-6): Dissatisfied customers who can harm the company's reputation.
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
CSAT measures customer satisfaction with a specific interaction, product, or service. Customers are asked to rate their satisfaction on a scale, typically from 1 to 5.
Therefore, it is a direct and effective way to assess satisfaction at specific touchpoints.
AVAILABLE ON DIGISAC: CSAT and NPS surveys are available on Digisac, a multichannel service platform. This functionality facilitates continuous monitoring of customer satisfaction and the implementation of effective strategies to improve service.
Contact us and learn more by clicking here .
Customer Effort Score (CES)
CES measures the effort customers need to make to resolve a problem or obtain service.
Questions like “How much effort did it take for you to resolve your issue?” are common.
A low score shows that the company makes life easier for the customer, while a high score reveals the presence of barriers that need to be removed.