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

One metric for satisfaction

One metric is very attractive to business, as it's easy to measure and simple for the entire business to understand. However, the key challenge is how to apply it. Outlined below are two key metrics for tracking satisfaction used widely in the business world. Both are measured on a numbered scale of either 1-10 or 1-5.

 

• Satisfaction.  How satisfied are you with <product>?
  Customers are asked to give a score out of 10, where 1 is very dissatisfied and 10 is very satisfied. The Satisfaction score is the average number converted to a 100 scale
• Net Promoter. How likely are you to recommend this to a colleague, friend or family?
  
  
  
  The final score is a calculation of promoters minus detractors, divided by the total sample and then converted to a percentage.

► How can I use one metric in my business?