Customer Satisfaction Score (CSAT)
Posted: Sun Dec 22, 2024 5:53 am
What are the evaluation system options for satisfaction surveys?
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.
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.