Voice of the Customer - Customer Satisfaction Metrics | Resources

What is NPS?

Used world wide, The Net Promoter Score, or NPS®, is a measurement tool used by organizations to get a clear vision of the health of their customers’ loyalty. By segmenting customers into separate categories (Promoters, Passives and Detractors) businesses can build strategies based on customers' perceptions and provides a mean to link customer loyalty to financial KPIs and profitable growth.

Where to Put the OSAT Question?

When designing surveys is common to question the placement of key customer satisfaction questions, such as “Overall Satisfaction with the Company” (OSAT). While some may prefer to place questions like these at the start, others will have them at the end. Although there is no correct answer it is important to remember that the placement can and likely will alter survey results, so it’s important to carefully consider which placement makes the most sense for the business’ needs.

Guide to CX Metrics

Measuring customer satisfaction is much more than knowing which metrics are available but understanding which metrics to use and when. Selecting the right metrics can be challenging and without proper direction it becomes easy to focus on the wrong details and stall a CX program. This guide lists the most commonly used metrics in voice of the customer programs and provides insight into their use.