Post by account_disabled on Mar 9, 2024 23:42:51 GMT -6
Continuous improvement is one of the ingredients for the success of a business. There are many methodologies to follow this path, but one of the most efficient is the customer satisfaction survey. After all, no one is better than the customer to tell you where the experience your company offers can improve. There are many advantages to starting feedback collection work in your company. In today's publication, we will explain a little about what customer satisfaction research is, its main metrics, importance, why WhatsApp is the ideal platform for research and how technology can help, making the work more efficient. easy. Check out! What is a customer satisfaction survey? The customer satisfaction survey is nothing more than the work of seeking to find out directly from customers their opinion about the experience they had with your company at different points of contact. In other words, through this tool, consumers are invited to give feedback about your brand, revealing important data about their priorities, needs and pain points, as well as providing clues about possible noise in the customer journey.
Customer satisfaction survey metrics The Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS) are two of the main metrics used for a company to measure and understand customer satisfaction rates. According to the report, NPS is the customer experience metric most used by respondents (89%), followed by CSAT (34%). But there are also 31% of companies that use NPS and CSAT, while 52% indicated that Brazil Phone Number Data they use at least two of the CX metrics (NPS, CES and CSAT). Through CSAT it is possible to determine whether the company is meeting public expectations, as well as what can be improved. In general, a questionnaire is created and the user must answer the questions on a scale of 1 to 10 or 1 to 5. This way, it is possible to evaluate the margin of satisfaction, going beyond “good” or “bad”, which makes it possible to identify possible points for improvement in the service or product. In other words, this metric helps your company understand whether its actions in various sectors are pleasing customers. Meanwhile, NPS measures the degree of customer loyalty to the company.
This metric was created by Fred Reichheld, a consultant at Bain & Company, and published in the Harvard Business Review . The idea is to ask your consumers: “from 0 to 10, how much would you recommend our company to your friends?” With the answers, you calculate your company's NPS. The formula for calculating the Net Promoter Score is: % promoting customers (scores 9 and 10) – % detracting customers (scores 0 to 6) = NPS Average scores may vary depending on the company's sector, however, in general, the following rating scale is well accepted: Excellent – NPS between 75 and 100 Very good – NPS between 50 and 74 Reasonable – NPS between 0 and 49 Bad – NPS between -100 and -1 which takes into account the principles of the General Data Protection Law (LGPD). The data collected by the bots is taken to a system that allows the extraction of reports. It is also important to remember that ChatGuru's technology can be integrated with a CRM system (Customer Relationship Management, in translation), generating even more advantages for your company. We at ChatGuru help your company build proactive and solid customer relationships while making various processes more optimized.
Customer satisfaction survey metrics The Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS) are two of the main metrics used for a company to measure and understand customer satisfaction rates. According to the report, NPS is the customer experience metric most used by respondents (89%), followed by CSAT (34%). But there are also 31% of companies that use NPS and CSAT, while 52% indicated that Brazil Phone Number Data they use at least two of the CX metrics (NPS, CES and CSAT). Through CSAT it is possible to determine whether the company is meeting public expectations, as well as what can be improved. In general, a questionnaire is created and the user must answer the questions on a scale of 1 to 10 or 1 to 5. This way, it is possible to evaluate the margin of satisfaction, going beyond “good” or “bad”, which makes it possible to identify possible points for improvement in the service or product. In other words, this metric helps your company understand whether its actions in various sectors are pleasing customers. Meanwhile, NPS measures the degree of customer loyalty to the company.
This metric was created by Fred Reichheld, a consultant at Bain & Company, and published in the Harvard Business Review . The idea is to ask your consumers: “from 0 to 10, how much would you recommend our company to your friends?” With the answers, you calculate your company's NPS. The formula for calculating the Net Promoter Score is: % promoting customers (scores 9 and 10) – % detracting customers (scores 0 to 6) = NPS Average scores may vary depending on the company's sector, however, in general, the following rating scale is well accepted: Excellent – NPS between 75 and 100 Very good – NPS between 50 and 74 Reasonable – NPS between 0 and 49 Bad – NPS between -100 and -1 which takes into account the principles of the General Data Protection Law (LGPD). The data collected by the bots is taken to a system that allows the extraction of reports. It is also important to remember that ChatGuru's technology can be integrated with a CRM system (Customer Relationship Management, in translation), generating even more advantages for your company. We at ChatGuru help your company build proactive and solid customer relationships while making various processes more optimized.