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

How can I use one metric in my business?

One satisfaction question must be accompanied by other questions to determine drivers of satisfaction and dissatisfaction. Without this a satisfaction score can't be converted into action and the programme is useless.

One approach is an open-ended question such as, “ Do you have any comments about...?”  Once your survey run is completed it's possible to group the feedback by individual satisfaction scores  using a spreadsheet tool such as Excel. A business can then group positive or negative under common themes. It's then easy to look at ways to improve a particular theme.

► Composite metrics introduction