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How exactly do you measure customer satisfaction?

By Samantha Garner | March 30, 2019

customer experience cx

As a small business owner, you know that delivering an outstanding customer experience is one of the most important things you can do to be successful.

But – how exactly do you measure customer satisfaction?

Here are a few common customer experience metrics

Net Promoter Score (NPS): The NPS is an index that ranges from -100 to 100 that indicates how willing a customer is to recommend a company’s products or services to others. It divides customers into three categories: Promoters (loyal + satisfied), Passives (satisfied + unenthusiastic), and Detractors (unsatisfied + unenthusiastic).

First Contact Resolution (FCR): FCR gives an indication of how well you resolve customers’ support requests the first time by tracking the number of interactions in a case. Tracking your FCRs helps you see what you can do to keep the average number of interactions low.

Customer Satisfaction Score (CSAT): CSAT is the average score awarded to your brand according to customer answers on a survey. Small businesses use CSAT scores to determine how satisfied customers were with specific products or services.

You should now have a much better understanding of what customer experience measurement is and why it’s important for you to prioritize its measurement. Awesome!

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