customer satisfaction score

NPS, CSAT & CES Scores, Explained

Survey Tips

You want to know what your customers think about your business, and you want to measure customer satisfaction.

In addition, you know you want to send a survey, but which one do you choose? In this article, we look at NPS, CSAT, and CES scores, explained.

First, let’s decode those acronyms for measuring customer satisfaction. The NPS is the Net Promoter Score. The CSAT is the Customer Satisfaction Score, and the CES is the Customer Effort Score.

Next, we’re going to explain them, so you know which type of survey you want to send.

The Net Promoter Score (NPS)

The NPS helps you grow your business. This is a terrific customer satisfaction metric. You can learn if your customers are satisfied, if they’re loyal to your company, and if they’re likely to recommend your business to others.

With your NPS survey, you simply ask the question, “How likely are you to recommend our company to friends, family members, or co-workers on a scale from 0 to 10?”

The scores mean the following:

  • 0-6: These are your detractors who are unhappy with your company.
  • 7-8: These people are passives. They aren’t loyal to you yet.
  • 9-10: You’ll find these promoters love everything about your company and are happy to spread that news around.

Once you get your answers, you can then move further and follow up with your customers and ask them why they aren’t satisfied. Through the NPS score, you’ll learn how likely you are to retain current customers and whether or not they’ll be brand ambassadors.

The Customer Satisfaction Score (CSAT)

Long-term success rests on your CSAT. This score again measures customer satisfaction, and you send this survey to see how happy your customers are after an interaction with your business (purchase or customer service experience). A question for this survey might look like this:

  • “Please rate your overall satisfaction with the service you received today.”
  • ‘How satisfied are you with our app?”

Your customers can rate their satisfaction in a range from very satisfied to very unsatisfied.

Unlike the NPS and CES surveys, you can ask multiple questions as well as open ended and closed ended questions in the same survey.

These results are shown as a percentage from 0-100%.

The Customer Effort Score (CES)

Your CES also measures customer satisfaction, but this score focuses on the effort your customers make to interact with your products and your services.

With this survey, you find out how easy or hard it is for people to interact with your business. You would ask this after a customer speaks to customer support or right after they interacted with a product or service.

Like NPS, CES surveys also use a single question. It might look like this:

  • “How easy was it to work with customer service?”
  • “How easy was it to place an online order?”

You’re looking to assess ease and difficulty so you can make business adjustments to increase customer satisfaction.

Final Thoughts

You may have heard that we’re in the age of the consumer. Customer expectations are high, and they are only getting higher.

So, do you know how happy your current customers are? Do you know if they are loyal to your business?

Living in an ultra-digital age as we do means competition is around every corner. How do you set your company apart? You do it by sending surveys and assessing NPS, CSAT, and CES score.

By choosing at least one of these surveys, you can find out exactly what your customers think. This allows you to improve and grow so you are meeting your customers’ needs and their expectations.

As an extra tip: consider using all three of the surveys to get a broader picture of customer satisfaction.

When your customers are happier, they are your brand ambassadors, and they continue to drive purchases and help you gain new customers. (tweet this)

Finally, use these scoring basics to measure customer satisfaction and help you decide how to adapt these three scores into your business strategy. Give your customers a voice, listen to them, and change so you can grow.

Surveys with clear goals can help you get valuable data about how you can improve your products and your services. With clear goals, you can then use the feedback to improve your business and your relationships with your customers. Are you ready to get started with your Survey Town account? Start with your account today.

Image: Jon Tyson on Unsplash

Why You Should Care About Your Customer Effort Score

Survey Tips

Do you know your customer effort score? Do you have a grasp of what it is?

Your customer effort score (CES) measures what your customers think about how easy or difficult your business makes it for them to complete an action.

The CES measures how many hoops your customers have to jump through to get what they need. For example, are they looking for info on your website and can’t find it? Or, are they getting a busy signal each time they call customer service?

One study says it is 25% more predictive of customer loyalty than the next best metric. Combined with the Net Promoter Score and Customer Satisfaction Score, you should have a working knowledge of how your customers feel about you.

Because it’s so important, in this article, we look at why you should care about your customer effort score.

The Customer Effort Survey

First, let’s look at how you get this information.

The CES survey involves a single question that is scored on a scale from one to seven.

The question might look like this:  X (your name) made it easy for me to get what I needed (or find an answer, or some variable of this).

The answer options are: strongly agree, agree, somewhat agree, neutral, somewhat disagree, disagree, strongly disagree.

If you get a negative score, you can use your survey to send them to another question that is empathetic and looks something like this: “It looks like we could have done a better job helping you. Please let us know more about your experience.

You would then list seven options underneath for them to click on. For example, answers might be: I was on hold too long, your website was confusing, no one answered my question, etc.

Now let’s look at why it matters.

You Can Improve Your Service

Using your CES data can help you improve your customer satisfaction. It can help you get your customer service right the first time, so you don’t have unsatisfied customers.

If your score is low, you want to train your staff to not only respond quickly but to respond with empathy and knowledge. If they aren’t trained correctly, they will fall short.

The CES helps you learn where your staff and your company fall short and where you can improve.

You Can Improve Your Speed

Customers waiting too long on hold? Or, are they spending a lot of time on your website and not finding answers?

Speed is so important in the 21st century. In a world of immediacy, people are not willing to wait.

So, surprise them and speed things up.

If your CES shows that customers are waiting too long, you can add staff and improve your processes.

You Can Improve Your Options

Oftentimes, people are happy to solve their problems on their own, but they need the right information to do so.

You can help your customer service process by exploring your self service tools.

Your most modern customers will be glad to look for some answers on their own. Make these easy to find, and always offer the option of talking to a person, too.

Final Thoughts

If your customers have to expend too much effort to get what they want and need from you, they aren’t going to return.

Effort is a good predictor of how loyal your customers are and will be in the future.

Your customer effort score can help you understand where your company, products/services, and staff fall short so you can improve. (tweet this)

Today’s marketplace is all about providing the best possible customer service, and that includes how much effort your customers have to spend to get what they want.

When you reduce their effort, you increase their loyalty.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Clem Onojeghuo on Unsplash

What is CSAT and How Does it Work?

Survey Tips

Do you know if your customers are satisfied? Do you have processes in place to measure customer satisfaction?

If not, consider implementing the CSAT (Customer Satisfaction Score) survey.

To help you, we look at “What is CSAT, and how does it work?”

The CSAT measures how your products and services meet or surpass your customers’ expectations.

In today’s busy world, where everyone expects the best service, knowing how you meet your customers’ expectations can mean the difference between a successful business and one that closes its doors.

CSAT is Key to Success

Poor customer service affects your business in many ways, which is why it’s so important you know your CSAT.

Customer service is key to helping your business grow. And, in our digital age, it’s important to keep your customers satisfied. Why?

Quite simply it’s too easy for people to leave you bad reviews on Google and social media. It’s too easy for them to get in a negative discussion about you online, and their angry rants may go viral.

This spells disaster for business.

Yet, on the flip side, if you know your CSAT, you know you also have highly satisfied customers who go on to leave you glowing reviews. They become your brand ambassadors telling everyone they know how great you are.

How the CSAT Works

To measure customer satisfaction, you send out a survey with the following question. It might be a one question survey or included in your regular survey.

You ask, “How would you rate your overall satisfaction with the product or service you received?”

CSAT scores are expressed on a scale of 0-100% with 100% representing total customer satisfaction. Usually respondents rate their satisfaction on a scale of one to five:

The formula is the number of satisfied customers (those answering four or five) divided by the number of satisfaction survey responses times 100 to equal the percentage of satisfied customers.

To Conclude

The CSAT reveals important data about your company.

You can use your customer satisfaction score to make an actionable plan to improve your number.

Once you know your CSAT number, you can use it to improve your customer service, train your employees, develop new products or services, and make your business stand out from the competition. (tweet this)

At the end of the day, your CSAT helps you boost your revenues by showing your customers they are number one.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: rawpixel on Unsplash