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Customers have more options than ever before in today’s society. Hence, your business must distinguish itself from the competition. One approach to achieving this goal is providing excellent customer service and guaranteeing satisfaction.
Assume you run a small bakery in a bustling city. You’ve been in business for a while and have built a loyal customer base. You believe everything is going according to plan until you notice a sales decline. This prompts you to find the cause of the deterioration.
You decide to start measuring customer satisfaction to understand better what your customers are thinking.
But how do you measure satisfaction?
That’s where customer satisfaction metrics come to play. They offer insightful information about how customers view your business. Thus, assisting you in identifying areas where you need to improve.
Let me show you how to take your customer service game to the next level.
In this blog, you’ll learn the following:
Customer satisfaction refers to customer contentment with a product or service. It’s a crucial measure that aids in understanding how clients view your brand. You gauge customer satisfaction using approaches like surveys, reviews, and feedback.
The Net Promoter Score (NPS) measures the likelihood of customers recommending your product, service, or brand to others. It is calculated by subtracting the percentage of detractors from the percentage of promoters. Promoters are customers who rate your product, service, or brand highly, while detractors rate it poorly.
It is an effective tool for understanding brand strength, benchmarking against the industry, and improving customer experience.
Customer Satisfaction Score (CSAT) measures customers’ contentment with your products or services. It is usually expressed as a percentage and calculated based on customer feedback. This feedback hails from a survey that asks customers to rate their satisfaction on a scale.
Administering CSAT surveys at the right time in the customer life cycle is essential. It can help improve the overall customer experience and retention rates.
Customer Health Score (CHS) determines the overall health of customer relationships with your business. It predicts customers’ likelihood to grow, stay consistent, or churn. Also, it acts as an early warning system and provides insights to boost customer retention.
The score is calculated based on various factors, including;
Customer Service Satisfaction (CSS) measures customers’ satisfaction with post-sales service. Understanding CSS is crucial because it reveals valuable insights into customer preferences, opinions, and feedback. CSS can help you keep customers engaged, forecast business growth, and spot at-risk customers.
Customer Effort Score (CES) measures the effort customers exert when interacting with your business. CES surveys are typically used immediately after a customer interaction that led to a purchase or subscription. Or after an interaction with customer service.
The effort customers use in their interactions with your brand has a direct impact on their loyalty. 96% of consumers who report difficulty solving a problem end up becoming more disloyal. Therefore, it is a crucial metric to look out for.
A Customer Satisfaction Chart is a graphical representation of customer satisfaction data. This is data collected through surveys or other customer feedback mechanisms.
It displays the percentage of customers who are satisfied, dissatisfied, or neutral toward a product or service. Customer satisfaction charts provide a quick way to understand customer sentiment and identify improvement areas.
Let’s say you have the following customer satisfaction survey data for your hotel. You want to organize it in a way that you can glean insights at a glance.
| Question | Opinion | Answers |
| How do you rate our cleaning staff’s behavior? | detractors | 0 |
| How do you rate our cleaning staff’s behavior? | promoters | 27 |
| How do you rate the quality of the service received? | detractors | 0 |
| How do you rate the quality of the service received? | promoters | 57 |
| How do you rate the quality of the beverage? | detractors | 77 |
| How do you rate the quality of the beverage? | promoters | 0 |
| How do you rate the dining experience? | detractors | 0 |
| How do you rate the dining experience? | promoters | 69 |
| Was the food served hot and fresh? | detractors | 0 |
| Was the food served hot and fresh? | promoters | 45 |
| Was the server friendly and patient when taking the order? | detractors | 0 |
| Was the server friendly and patient when taking the order? | promoters | 79 |
| Was the server able to answer all questions? | detractors | 45 |
| Was the server able to answer all questions? | promoters | 0 |
| Will you recommend our services in your circle? | detractors | 0 |
| Will you recommend our services in your circle? | promoters | 63 |
You can map it on a Customer Satisfaction Chart, as shown below.
The CSAT Score Survey Chart is valuable for analyzing and visualizing customer satisfaction data. It aids in calculating the CSAT and Net Promoter (NPS) scores. These metrics assess client loyalty and satisfaction. While the CSAT score determines immediate consumer happiness, the NPS score evaluates long-term promotion and loyalty.
Assume you have the data below for your company. You want to visualize and analyze it to determine the Net Promoter Score (NPS).
| Question | Ratings | Responses |
| How likely are you to recommend this product to a friend or colleague? | 0 | 160 |
| How likely are you to recommend this product to a friend or colleague? | 1 | 199 |
| How likely are you to recommend this product to a friend or colleague? | 2 | 147 |
| How likely are you to recommend this product to a friend or colleague? | 3 | 120 |
| How likely are you to recommend this product to a friend or colleague? | 4 | 181 |
| How likely are you to recommend this product to a friend or colleague? | 5 | 180 |
| How likely are you to recommend this product to a friend or colleague? | 6 | 163 |
| How likely are you to recommend this product to a friend or colleague? | 7 | 543 |
| How likely are you to recommend this product to a friend or colleague? | 8 | 595 |
| How likely are you to recommend this product to a friend or colleague? | 9 | 978 |
| How likely are you to recommend this product to a friend or colleague? | 10 | 992 |
You can map the data on a CSAT Score Survey Chart, as shown below. Then you will have an easy time analyzing your data and calculating your NPS score.
A Likert Scale Chart visualizes survey data using an evenly scaled chart. It measures respondents’ agreement or disagreement towards a particular question or statement.
The Likert scale method is a popular and effective tool for conducting surveys and gathering audience feedback. It simplifies survey responses, making them, even in large volumes, easier to understand.
Let’s say you want to do a customer satisfaction survey. Your survey consists of the following questions;
Your respondents are to answer each question using the scale below.
Assume you have completed the survey and received the data below.
| How satisfied are you with the reliability of the product? | How satisfied are you with the price of the product? | How satisfied are you with the customer service provided by the company? | How satisfied are you with the packaging of the product? |
| Extremely Dissatisfied | Extremely Satisfied | Dissatisfied | Extremely Satisfied |
| Satisfied | Neutral | Extremely Satisfied | Neutral |
| Dissatisfied | Extremely Satisfied | Neutral | Neutral |
| Extremely Satisfied | Extremely Satisfied | Extremely Satisfied | Extremely Dissatisfied |
| Neutral | Extremely Dissatisfied | Neutral | Neutral |
| Extremely Satisfied | Extremely Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Satisfied | Satisfied |
| Satisfied | Satisfied | Neutral | Satisfied |
| Satisfied | Satisfied | Satisfied | Satisfied |
| Neutral | Neutral | Extremely Satisfied | Dissatisfied |
| Satisfied | Extremely Satisfied | Extremely Satisfied | Extremely Satisfied |
| Satisfied | Satisfied | Satisfied | Extremely Satisfied |
| Satisfied | Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Neutral | Dissatisfied |
| Satisfied | Extremely Satisfied | Extremely Dissatisfied | Extremely Satisfied |
| Neutral | Satisfied | Satisfied | Satisfied |
| Satisfied | Extremely Satisfied | Satisfied | Extremely Satisfied |
| Extremely Satisfied | Satisfied | Extremely Satisfied | Satisfied |
| Satisfied | Satisfied | Neutral | Satisfied |
| Satisfied | Dissatisfied | Dissatisfied | Neutral |
Let me show you how to use ChartExpo to create visualizations and glean insights from this data.
3. Choose ChartExpo from the list and click Insert.
4. Select the Likert Scale Chart from the charts list.
5. Select the data from the sheet and click the “Create Chart From Selection” button.
6. You’ll need to manually map responses with numbers according to the Likert scale arrangement.
Extremely Dissatisfied = 1
Dissatisfied = 2
Neutral = 3
Satisfied = 4
Extremely Satisfied = 5
7. Click the “Create Chart”
8. ChartExpo will produce the Likert Scale Chart below for you.
9. Click the “Edit Chart” button to modify the chart.
10. Click the pencil icon next to Chart Header. This will open a properties dialog.
11. Add a title in Line 1 under the Text section and activate the Show Then click the “Apply” button.
12. Let’s add text responses to each emoji instead of numbers.
13. Click the pencil icon next to the respective emoji. Expand the “Label” properties, and input the required text. Then click the “Apply All” button.
14. Let’s hide the stats on each bar’s left corner.
15. Click the highlighted pencil icon at the top of the bars. Expand the “Stats” properties and disable the “Show” option. Click the “Apply All” button.
16. Click the “Save Changes” button to persist the changes.
17. Your final chart will appear as below.
The four primary metrics of customer satisfaction are;
You should measure customer satisfaction as frequently as possible. Let every interaction with the customer be an opportunity to gauge their satisfaction. However, you should refrain from bombarding customers with too many surveys.
It takes more than just making customers pleased to achieve exceptional customer satisfaction. Offering a superior customer experience ought to be the focus. A superior customer experience is one where customers feel involved and valued by the brand.
Customer satisfaction metrics assess how customers feel about goods and services. They offer insightful information on customers’ genuine opinions about your brand. The data you gather can help you enhance your brand’s reputation and boost retention rates.
Customer satisfaction metrics include the following;
Customer surveys and feedback are essential tools for gaining customer satisfaction metrics data. Beyond data collection, you need an efficient tool and method for analysis. One such method is data visualization; there is no better tool than ChartExpo for Excel.
ChartExpo plays a crucial role in the process of gauging customer satisfaction. It helps you create insightful charts and graphs that effectively communicate your survey results. You can also customize every visualization aspect to tell your story better.
The best part?
You don’t need to be an expert in data analytics. In fact, you don’t even need to know how to code. A free trial of ChartExpo and an ounce of creativity is enough.
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