Discover four practical methods on how to calculate customer satisfaction to strengthen your company’s business relationship.
Understanding how to calculate customer satisfaction is essential for companies to know if they are on the right or wrong path in their actions and processes.
Between us, no company can be competitive without having satisfied customers. You know this very well, of course.
But, without even understanding why they are happy or not, it is impossible to stay in any market. After all, customers are the source of profit for any business.
Therefore, today we are going to resolve a recurring question for managers. How to calculate customer satisfaction?
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Having customer feedback is important for the company to reduce the negative impacts of its activities. Likewise, seek to improve the solution offered in an effective, innovative and creative way.
Listening to your customer is very important for market expansion and brand credibility. Thus, you will show that you are always concerned with generating value for those who consume it.
More than that. You’ll always have a perfect solution to your prospects’ pains.
So today we are going to present 3 methods for you to learn how to calculate customer satisfaction.
In addition, we will reinforce the importance of always maintaining a good relationship with the customer.
Come on? Good reading!
How to calculate customer satisfaction? See some ways!
Understanding the level of customer satisfaction is vital for any business. And that is independent of your segment and size.
Therefore, some methods are applied. Some are more successful with a certain type of customer. Others not so much.
Therefore, we have separated some of them for you to apply in your business. So you can see which ones have more grip.
1 – NPS: the most used method
The NPS, or Net Promoter Score, is a methodology that was created in the US by scholar Fred Reichheld. Its purpose is to measure the degree of satisfaction of any company’s consumers.
In his book, “ The Ultimate Question ”, he shows that you owe the customer a question.
“On a scale of 0 to 10 how much would you recommend our company to a friend or relative?.
From there, you can fit them into 3 large groups. They are: promoters, detractors and neutrals.
So, to understand how to calculate customer satisfaction, consider:
- Promoters. Customers who respond from 9 to 10 are customers who love your products. They will be the promoters, able to recommend your company to their friends.
- Neutrals. These are the customers who gave a 7 or an 8 . They won’t leave your product or service, but they won’t recommend it either.
- Detractors. These are the customers who indicated from 0 to 6 the probability of recommending your brand. These are the people you need to watch out for and act fast. Understand the reason for this negative feedback and act urgently!
Understand your customer’s satisfaction level
NPS makes sure you understand how satisfied your customers are . And, more than that: knowing at which points there can be an improvement.
The collection of NPS usually occurs together with the satisfaction survey questionnaire. This must be applied in after-sales.
It can be done by phone, email or electronic questionnaire. Therefore, the importance of your company to carry out the so-called follow up grows .
Each company develops its own satisfaction survey, with its specific questions. However, the Definitive Question (which we talked about above) must be present in all surveys.
Next, it is valid to ask a qualitative question. For example, ask, “Describe what motivated your opinion.”
This way you will know which aspects you need to improve. To find out your company’s NPS, get the total percentage for each group.
This is done by dividing the group total by the total responses to the questionnaire. Subtract the total percentage of “Detractors” from the total percentage of “Promoters”. So you will have your NPS.
NPS = % Promoters – % Detractors
Ideally, your score is always above or equal to 9. This will mean that your customers are promoters of your brand. NPS values can be classified in 3 ways.
- 0 to 6. Improvement zone, with a large volume of detractors and neutrals.
- 6 to 8. Quality zone. In other words, the company has more neutral customers and promoters than detractors.
- 8 to 10. Zone of perfection. In other words, the company has a high rate of promoting clients and few detractors.
2 – Customer Effort Score (CES)
The Customer Effort Score (CES) is a key performance indicator in the Customer Success area. Your objective? Measure the effort that their customers place to solve a problem or get the service offered by your company.
NPS emphasizes the importance of winning brand promoters. The Customer Effort Score encourages the creation of an “effortless experience” for customers.
It’s metrics like these that enable Customer Success Managers to succeed. Allows you to see the health of your customer base.
And that also predict variations in revenue or be able to assess whether there will be an increase in churn.
The Customer Effort Score ranks the amount of effort a customer puts into the brand experience.
For example, effort in this case can be time and money. The amount of effort experienced by the customer is measured when asking a question.
This happens after an experience with the brand. Ask: “How much effort did you personally have to deal with your request? .
The customer can answer this question on a 5-point scale. So, give a lower score for very little effort. And the highest score for many problems.
A low score implies that the customer had little effort. Therefore, this being so, this customer’s chance of seeking out the competition is low.
3 – Suggestion box is still an option on how to calculate customer satisfaction
S ugerir the adoption of a suggestion box for your business may seem naive. After all, there are so many technological tools available, right?
However, this method is still very effective! To respond to the customer’s pain, it is necessary to continuously extract their feedback.
This serves to identify complaints and wishes. And also monitor satisfaction with the product or service offered.
The suggestion box is the simplest and most user-friendly tool to get the customer’s insight. It’s easy to gain honest and valuable insights .
And what do you need? In many cases, just pen and paper. Take a questionnaire about the service, product and service.
Don’t forget to provide a free space for opinions. The box is an effective tool on how to calculate customer satisfaction.
That’s because it allows the verification of customer requirements. And it does this before starting the delivery. And even if the feedback comes after a shopping experience.
Nothing prevents this from meeting the desires in a professional and skillful way.
How to Calculate Customer Satisfaction with Online Reviews
The online environment is a great way to use resources on how to calculate customer satisfaction. For example, let’s think about your company’s Facebook page. There it is possible to receive ratings from 1 to 5 stars. What it is, by the way, is even an analogy with NPS. Plus, get feedback with customer insights. Star rating:
- Bad;
- Reasonable;
- Good;
- Very good;
- Great.
This is a tool much sought after by customers today. Not least because social networks have become one of the main service channels for brands.
It is crucial that companies are aware of these assessments. Not just to gather insights. Managing any crisis from large complaints is vital.
Therefore, respond to any comment, thanking, justifying or apologizing.
For example, having an omnichannel strategy makes this process much more agile. For an ecommerce, it is already very easy to apply a customer satisfaction survey.
I sso occurs shortly after the completion of the purchase by the user. The assessment is computed automatically. And the report generated offers an overview of the service on the internet.
The satisfaction of your customers cannot be left behind!
Therefore, it is necessary to keep an eye on the results of these indicators. It’s just as important as knowing how to calculate customer satisfaction.
Only in this way will it be possible to solve any problem identified by customers. Combined?
Now you know how to calculate customer satisfaction. It’s vital to keep his success high for your product/service. Get to work!
So, how can we help you?
Enjoy and read two articles that will help you to have more satisfied customers.
The first talks about what customer success is and how you can always make them happier.
The second talks about how to structure an after-sales funnel to build customer loyalty.
Good sales!
