Customer Satisfaction portal

Satisfaction Metrics Menu

• Metrics introduction
• One metric for satisfaction
• How can I use one metric in my business?
• Composite metrics introduction
• Creating a customer experience model
• Weighting questions and building a questionnaire
• Pulling your results into a spreadsheet
• Getting a satisfaction score for composite metrics
• Applying composite metrics
• Single or composite metrics: what's best for my business?
• Don't forget loyalty

Metrics Introduction

There are a number of different metrics that can be used to measure satisfaction. Choosing the one for your business depends on a number of factors:

• Complexity of services sold: you may want to detect satisfaction in different areas of your business
• Simplicity of use: the more metrics or questions used, the more complexity in interpretation
• The type of business: some metrics are more suitable than others for different types of business

There are two key methods of measuring satisfaction. Single metric (one satisfaction question) or composite metrics (multiple questions pulled together to deliver a score). We will discuss these later.

There is no silver bullet metric for measuring satisfaction and how it dictates the future health of your business. However, there is overwhelming research to support a relationship between satisfaction and future profitability. 

If you need to get an overview of what satisfaction is and how it can be measured, click Customer satisfaction.

► One Metric for satisfaction