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You’ll agree when we say visualizing customer satisfaction data is critical and equally daunting.
Why?
Feedback data (from surveys) is complex and may involve textual and numerical information. And this calls for a change in strategy, especially during the analysis phase.
There are no straightforward metrics in pay-per-click marketing that depict customer satisfaction and sentiments. However, there’s a way you can know customers are satisfied with your brand and its offering.
The number of clicks, especially from returning customers, is a key indicator of satisfaction. Besides, the success of a remarketing campaign also can tell you whether market sentiments are positive and profitable or negative.
To optimize your PPC campaigns for successful remarketing and higher satisfaction levels, you need a tested and proven tool to crunch data.
There’s an AI-driven application that’s inexpensive and can help you optimize your marketing campaigns faster and reliably.
In this blog post, you’ll discover:
Before going deep let’s learn few concepts:
The customer satisfaction score KPIs are metrics for assessing the customer service and product quality in businesses.
While customer satisfaction is a general idea, the customer satisfaction score (CSAT) is a more refined metric expressed as a percentage. 100% is a fantastic score, while 0% is absolutely disastrous to a brand.
The customer satisfaction concept is as simple as how satisfied customers are with your business or product?
CSAT is one of the three most popular loyalty metrics that contribute to a successful Voice of the Customer (VoC) program—the other two are:
The methodology is necessary for delivering a great customer experience (CX), however, there is some skepticism around it. This guide is going to set the record straight.
The biggest criticism of CSAT is that happy customers don’t necessarily equate to revenue growth. And this means if a company’s sense of security relies heavily on its CSAT KPIs, it can be very disappointing that having satisfied customers doesn’t always lead to loyalty and revenue growth. But, when measured properly, satisfaction is part of a bigger system that leads to long-term customer retention.
While satisfaction is only one component of a successful CX program, it’s a very important one.
A big strength of the Customer Satisfaction KPI lies in its simplicity: It’s an easy way to close the loop on customer interaction and determine whether or not it was effective in producing happiness.
If for some reason the experience wasn’t satisfactory, it’s easy to pinpoint that moment and take action to remedy the experience. Not only that, but you can track customer satisfaction across the customer lifecycle very simply using the Customer Satisfaction Score.
Since it’s a quick survey, you can ask it across multiple experiences during a customer’s journey and get a big-picture view of how your customer feels at various touch points during the process. This makes it easier to find potential bottlenecks and improve the customer experience.
CSAT ties customer satisfaction surveys to key moments in a customer’s experience. That way, you can connect your customer insights to business questions and measure the effectiveness of key moments, like user onboarding.
The best time to send a customer satisfaction survey is after a meaningful part of the customer lifecycle is completed. For example, sending a satisfaction survey at the end of the customer’s onboarding can help you capture valuable feedback on how to improve the onboarding experience.
At this point, the customer likely has made up their mind on whether or not your solution solves their problem, and if it doesn’t, you need to know that.
The simplicity of the Customer Satisfaction Score makes it easy to conduct this survey multiple times and at multiple touch-points.
More so, the Customer Satisfaction Score may be used directly after customer support or customer education touch-points.
For example, asking a single satisfaction question after a customer finishes reading a knowledge base article can help you gauge how effective it was.
Essentially, you can use CSAT surveys at any point where you hope to measure customer sentiment — during the sales process while using the product, or while interacting with your content.
One of the best-suited visualization designs for displaying insights into customer satisfaction scores is a CSAT Score Survey Chart.
The chart (below) provides the final score, which is the difference between promoters and detractors.
We’ll address the following question in the coming section: why should you measure customer satisfaction?
Visualization Source: ChartExpo
Measuring customer satisfaction KPIs is crucial, no matter the industry or niche.
Check out the benefits of tracking customer satisfaction KPIs below:
Loyal and repeat customers are significant source of cost savings for your business.
Did you know it costs anywhere from 5 to 25 times more to acquire a new customer than to keep your current ones?
If most of your customers are dissatisfied, they’ll churn over to your competitors. And you’ll be left with higher marketing costs.
Perhaps your customers love your customer service team but find your products mediocre. Or maybe they find your services helpful but just hate your billing process.
It could be any reason that’s putting off your customers. You just have to probe them.
Yes, it’s an easy fix that can keep your customers delighted and loyal to your brand offerings.
You can easily track the strength and stickiness of your brand by probing your target market for feedback.
Keep reading because we’ll cover the following topic in the coming section: how to measure customer satisfaction KPIs?
Customer Satisfaction Score, or CSAT, is a customer loyalty metric that you can use to measure the satisfaction levels of the target market.
CSAT is one of the key metrics used to measure customer satisfaction because it’s so simple and easy to follow.
To use it, start by sending out a survey asking your audience to rate their satisfaction level with your brand and its offerings. The aforementioned rating is based on a five-point scale:
Take the number of satisfied customers (those who rate you a 4 or 5), divide that by the total number of responses, and multiply that number by 100.
The aforementioned formula will give you the percentage of customers who consider themselves satisfied with your CSAT number.
The CES is one of the customer satisfaction KPIs you can use to measure your brand’s ease of doing business.
Do your customers waste a ton of time when making purchases on your website?
Is your customer experience seamless and straightforward?
The easier you make it for your customers to make purchases and get assistance, the more they will be satisfied with your brand.
While CSAT is a great measure of customer satisfaction, the customer effort score (CES) is best suited in measuring loyalty.
Combining your CES, CSAT, and NPS scores will give you strong Voice of the Customer (VOC) insights.
In other words, the customer satisfaction KPIs mentioned above can provide you with a view of the overall satisfaction levels in your sales funnel.
An aggregate view of your customers’ sentiments is critical because an array of factors influences the satisfaction levels, such as competition level.
External benchmarks are significant, especially if your goal is to review your overall performance relative to the competition.
The average customer satisfaction among US customers is about 74.4%. Start from the aforementioned number and gauge your performance in satisfying your customers.
Customer satisfaction KPIs vary widely by industry. For instance, research shows that internet service providers have low average rates, while soft drink companies enjoy higher customer satisfaction scores.
How do expectations and customer opinions of your brand stack up to what you actually offer?
Conduct market research to understand your brand attributes from customers’ perspectives. Brand attributes are the descriptive characteristics your brand gets from the target market.
In the coming section, you’ll learn how to improve customer satisfaction KPIs.
Check out a brief list of tips on how you can supercharge your CSAT metrics for success.
The only way to evaluate the customer satisfaction levels is by checking metrics, such as clickthrough rate, conversions, and clicks.
All the aforementioned metrics have a directly proportional relationship.
In the age of customer journey personalization, time is everything. Whether you want to focus on email marketing, social media, or ecommerce, marketing automation can help you elevate the customer satisfaction KPIs performance.
It can be challenging to always get it right, especially when making decisions regarding search engine marketing campaigns that you wish to run. However, automating these processes will make it easier for you to access objective customer satisfaction data.
A centralized marketing automation platform can help you optimize all the metrics linked to CSAT score, such as:
This is where PPC Signal comes in.
PPC Signal is designed ground-up purposely to help you optimize your pay-per-click (PPC) campaigns to increase the number of returning customers.
Besides, the AI-driven application is designed to help you implement data-driven strategies at an affordable price.
PPC Signal uses artificial intelligence technology to automatically monitor your search engine marketing (SEM) campaigns for changes significant enough to call for action.
These notable changes can be categorized as shifts, trends, anomalies, or outliers.
A shift occurs when consecutive data points fall above or below the norm. On the other hand, outliers are single data points that fall way above or below the standard deviation line. Trends are the relatively long-term up and downswing movement of a particular phenomenon.
These noteworthy changes are presented as signals.
Each signal is labeled as either a risk or an opportunity. More so, you have absolute freedom to choose the noteworthy changes to pursue.
Below is a dashboard of a PPC Signal analyzing a Google Ads account.
On the left side, it has widgets, which provide multiple options, such as dimensional insights. The blue Explore button offers more details about a signal using charts and additional information.
You can easily bookmark a signal for later reference by clicking the Bookmark button.
For instance, the dashboard above reports a decline in clicks while impressions are increasing. The aforementioned is an anomaly because clicks and impressions should have a directly proportional relationship.
The red color denotes a risk, which should be acted upon with urgency.
If you click the blue Explore button, you’ll come across a window with a data visualization chart providing extra insights into the opportunity or risk detected by PPC Signal.
Optimizing your Google Ads account continuously can supercharge your customer satisfaction KPIs in the long run.
The key purpose of scaling your campaigns is to drive enormous revenues with minimal costs.
And one of the places you can start with is optimizing your campaigns to make the buying process as seamless as possible. Keeping track of key metrics is tedious, time-intensive, and boring. Besides, you can easily bypass key and actionable insights if you go manual.
This is where PPC Signal comes in.
The customer satisfaction score KPIs are metrics for assessing the customer service and product quality in businesses.
While customer satisfaction is a general idea, the customer satisfaction score (CSAT) is a more refined metric expressed as a percentage. 100% is a fantastic score, while 0% is disastrous to a brand.
There are three customer satisfaction KPIs you can use, namely:
You’ll agree when we say visualizing customer satisfaction data is critical and equally daunting.
Feedback data (from surveys) is complex and may involve both textual and numerical information. And this calls for a change in strategy, especially during the analysis phase.
There are no straightforward metrics in pay-per-click marketing that depict customer satisfaction and sentiments. However, there’s a way you can know customers are satisfied with your brand and its offering.
The number of clicks, especially from returning customers, is a key indicator of satisfaction. Besides, a remarketing campaign’s success can also tell you whether market sentiments are positive and profitable or negative.
There’s an AI-driven application that can save you time by providing you with real-time insights about risks and opportunities in your SEM campaigns yet to come. Also, the aforementioned tool can help you supercharge customer satisfaction KPIs.
So, what’s the name of the tool?
PPC Signal is one of the leading AI-driven applications whose goal is to help you save time and other resources, especially if you run pay-per-click campaigns. It uses advanced algorithms to automatically detect opportunities and risks in your search engine marketing (SEM) campaigns.
No matter how complex or paralyzing your data is, PPC Signal provides actionable observations about positive and negative changes occurring in your marketing campaigns.
How to improve customer satisfaction KPIs should never be your Achilles heel.
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