This is how we do it: Customer Satisfaction
There are many ways to define customer satisfaction. In a nutshell, it measures customer happiness with the company’s products and services.
The measure of things
There are various methods to measure CS: with metrics, direct and indirect feedback. The main tools in metrics are CSAT, NPS, and CES. (Yes, that’s a lot of abbreviations.) But behind a bunch of capitalized letters, they are all relatively simple. They all ask a question and then provide answers set on a specific scale.
Nothing beats asking directly with customer, in-app, and post-service surveys. We ask users about their overall experience working with CMG, what parts of it were successful and where they see the potential for improvement. The answers are then analyzed and cataloged.
Indirect feedback and customer satisfaction are assessed by the power of analytics and provide a non-intrusive mode of analysis.
Using gathered data
Metrics aside, there is no point in measuring without good use. We need the data to create an insight-driven action plan. A 5-star rating feels good. But, to grow, we need to implement client feedback into our further work. This is why every measurement needs a direct outcome.