NPS, CES & CSAT – the three acronyms ANY business owner should make a note of
When working on developing a business, most companies go on a route that focuses on a product and the company itself. You can easily get caught up when you have turned so much attention to the product that you may forget about one of the most important things that keep your company going – your customers.
Being a customer-oriented company can be a big change for some, but it is crucial to building a good relationship between the company and customers.
You are sure that you have created an effective team, pushed you product to perfection, but you still don’t see the results. This is when you need to work on creating a better relationship with your customers, making the company feel more approachable, and then get the information you need for further development.
Customers are the ones provide the most valuable feedback, either good or bad. Collecting feedback from your customers is an easy addition you should include in your business strategies; it can show you the right direction in which you need to take your company. What is a better way to get feedback from customers and show them that their opinion is valued than with a good old survey?
Online surveys are go-to for many businesses when it comes to customer success and satisfaction, so we have decided to go through the most notable ones, and show you how each of them can help you in different fields of improvement.
How likely would it be for you to recommend [company name] to a friend or a colleague?
Net Promoter Score is a universal metric for measuring customer success using a question regarding their likelihood of referring someone to the business. It is universal, as it uses numerical score, which later on makes it easier to distinguish between the satisfied and dissatisfied customers. The respondents are grouped into three groups: Promoters, Passives, and Detractors.
A focus should be put mostly on Promoters and Detractors. With promoters, being the enthusiastic and loyal customers; they are more likely to have recommended your company to someone, and more likely to recommend it again in the future. Fueling their loyalty is done, as mentioned above, by showing that their opinion is valued and the company listens to them. With that, you are on a right track of turning them into brand advocates.
The value of having brand advocates is well-known; they will spread the word and attract more new customers, which can only have a good impact on business growth.
Having a metric that helps you know who is the possible brand advocate that lead you to increase revenue, has plenty of benefits to a business. Also, not forgetting to mention that universal scoring NPS has allows you to compare your company to industry competitors.
The company made it easy for me to fix my issue?
When working on building customer loyalty, we need to focus on many aspects and improve even the little things, but the importance of having customer issues resolved effectively, and their questions answered quickly, is sometimes overlooked.
Every interaction counts when it comes to creating a good relationship with customers. If customers struggle to get assistance and solve an issue, it would not leave a good impression on them.
Resolving issues quickly and effectively should be one of the important things that companies need to work on. We have surveys that reflect on how a customer care representative helped the customer, or how they liked the product, but measuring the ease of use of your platform can also be done with a survey.
Customer Effort Score is there to help you determine if you took all necessary steps in order for your platform to be user-friendly. A good thing to note about CES is also that the scale is measured by how much they agree with the statement, and with that, it is much more accurate than the standard numerical scoring.
Fact is that most of the business is now done online, and having a functional and easy to use the website or a platform is of crucial importance for growing your company.
How would you rate your experience with [company name]?
Customer Satisfaction Score is the most straightforward survey type out of the three. It directly asks the customer about their satisfaction with the company, product or interaction they had with customer support.
Because of its simplicity, CSAT can be very versatile when you need to ask about satisfaction for a specific service you provided. The versatility of CSAT allows you to easily gather feedback from customers, even in different points during the entire experience, so it is much easier to separate the exact moment where everything was not going as planned and work your way to fix that problem.
Using CSAT can help you in finding the weak spots in service you provide and measure how customer satisfaction fluctuates during a specific period of time. Implementing this easy and well-known question is great for tracking customer behavior. It can lead you to knowledge about your customers being happy and staying with your company, or that there is a possibility of them looking for alternatives.
Successify can offer you all three online surveys so you can enjoy the pros of all of them, without the need of deciding on what you need to focus first. You can have them all! Register now.