NPS survey

NPS, CSAT & CES Scores, Explained

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

4 Things You Can Learn from Your NPS Score

4 Things You Can Learn from Your NPS Score

Survey Tips

Your Net Promoter Score (NPS) is a measure of customer loyalty. It tells you how likely your customers are to recommend you to others on a scale of one to ten.

With this information in hand from your NPS survey, here are four things you can learn from your NPS score.

#1: You Can Learn How to Change

When you get your NPS back from your survey, you’ll know how many promoters, passives, and detractors you have. This gives you a good picture of your overall customer loyalty.

At this point, you can then start your research to learn just exactly why you have detractors and what you can do to change and turn things around.

If you know the names of your detractors, you can either reach out to them in person, or you can look through support tickets.

For example, by looking through support tickets, you can research the customer service experience. This will give you all the information you need to reach out and find a way to smooth things over.clicb

It ultimately helps you make changes to your business model and policies and procedures. It helps you gauge whether you need to institute more training as well to help resolve customer issues.

#2: You Learn How to Involve Passives and Detractors

Passives don’t really care one way or another about your business, and detractors are generally unhappy about something.

You can help turn the tide by promptly responding to their NPS survey. By providing them with a personal response, you can continue the conversation with them.

Not only does this help you learn what you can do better, it lets them feel more a part of the process.

In turn, it might even bring them back into your business.

#3: You Learn How to Segment Your Responses

With your NPS scores in hand, you can segment your promoters, passives, and detractors.

For example, you might find you have the bulk of your promoters attached to one department over another. Conversely, you may find most of your detractors are coming from an experience with a different department.

Instead of overhauling your entire company, you can work on the department(s) that need a little help.

You might also find that customers have pain points at different parts of the customer journey. For example, they are fine through the purchase, but when they need service there’s a specific breakdown.

By learning about your respondents and segmenting them, you can really home in on what areas you need to take action on.

#4: You Can Learn About Product Development

Another area to focus on when looking at your NPS score is areas where you can develop new products.

For example, when you follow up with your respondents you might learn they’d like to see new features or just updates on your current offerings.

You can use this information to create new products or refine current ones.

Final Thoughts

You’ve got your net promoter score, and you know how many promoters (score of nine or 10), passives (score of seven or eight), and detractors (scores of zero to six).

You can now use these to reach out to your most loyal promoters to learn more about what’s positive about your business, service, and products.

In turn you can reach out to your passives and your detractors to find out why they’re unhappy and what you can do to improve.

Empowered with this information from your NPS Score, you’ll find it can help you improve your business, fine tune your customer service, and enhance your product offerings. You’ll be well-poised for success in the future. (tweet this)

Surveys can help you get valuable customer feedback. You can then use this feedback to improve your business. Are you ready to get started with your Survey Town account? Start with your account today.

Image: Christiann Koepke on Unsplash

How to Let Employees Know About a Bad NPS Score

How to Let Employees Know About a Bad NPS Score

General

You did your due diligence and sent out your Net Promoter Score (NPS) survey to your customers. You got results back and looked at the data.

It isn’t what you expected.

Your survey came back with a negative NPS score. In this article, we look at how to let employees know about a bad NPS score so you can move forward as a team.

Communicate with Your Staff

The first thing to do is talk with your team. Share the results and go over how they were tabulated.

You don’t want to hide survey results from your employees because the results are embarrassing. And you don’t want to sugarcoat the results either, because your team is accountable for the results.

Communicate that you all have things to work on, and then get to work on a plan to change things.

Brainstorm Solutions

Now that your employees have the facts, it’s time to brainstorm some solutions and create a plan to turn your detractors into attractors.

Consider creating small teams to work on the various areas you are going to focus on. Let them come back to the larger group with an array of ideas.


Then, you can start to narrow your focus and come up with at least three things to work on.

Set Goals

Now that you have a plan for turning things around, set some goals and decide how and when you’ll measure them.

Make sure that your entire team buys into these goals, or you’ll have a hard time meeting them.

Evaluate

Work on your plan continually once you’ve established your goals.

By evaluating it, you can see if you need to make any adjustments to the plan.

After a specified time, conduct another NPS survey to see if your results go up.

To Conclude

You want to work on your NPS score on an ongoing basis. Train your team better, engage them with customer service training, and create a positive employee culture. (tweet this)

By working together with leadership and your team, you can put your plan into action and reach your goals of increasing your NPS score.

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: CoWomen on Unsplash