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What is Customer satisfaction index?

Is there a better customer satisfaction metric than Net Promoter Score?

  • Our startup is looking to implement a customer satisfaction metric that we can track over time. Our go-to plan is to use Net Promoter Score. However, before putting that in place, I thought I'd see if any Quorans have had success with other customer satisfaction metrics that they might recommend. We are a consumer web product.

  • Answer:

    There may be a more fundamental question to ask before picking a metric, which is what outcome are you hoping the metric will lead to? Any metric will have its benefits and drawbacks. With NPS, you're assuming that the sample of people you measure are a representative set of your entire customer base, when in reality it is really just a sample of the people that are the types that typically fill out surveys. It also isn't necessarily 'actionable.' That is, once you find out your score is increasing, decreasing or static over time...then what? Do you really know why, or how you can guide it up or down? I see NPS being a much better fit for companies that have entered the phase of their existence where they require professional management and have a massive customer base - perhaps not for startups. Since you're a consumer web product, a more appropriate approach may be to implement an analytics solutions that allows you to understand the actual behaviour of your customers instead of what they report to be. Two solutions for this that come to find are http://usercycle.com/ and http://kissmetrics.com. They are pricey if you're used to analytics solutions like Google Analytics being free, but are worth the price if you compare it to how long it would take you to develop your own behaviour-understanding technology in-house. Best of all, once you know how customers are actually behaving, and what is causing them to behave this way, you can take concrete action to shape your product.

Ryan Brideau at Quora Visit the source

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Most companies that have dedicated call center, usually use customer satisfaction survey score as a key metric as well. The survey is offered to customers after each interaction. There are clearly pitfalls in this but it is widely accepted scoring method in various industries. Happy to talk more about it offline as I have implemented them at a few companies. There are other measures as well that you could be using, some of them are discussed here: However, the metrics that you use should be tied to what you are trying to measure and why you are trying to measure. So, if you goal is to measure how well your marketing efforts are working and how likely your customers will refer your products to others, NPS is a good measure to use. But if you are looking to measure how effective your product is, what issues your customers are facing frequently, what is the quality of support you are providing, then NPS is not such a good measure as it does not cover some of these topics. A properly crafted CSAT survey and measure would be more effective.

Dilip Dand

We use NPS as Chartio and feel that it's a great solution because of its simplicity, high response rate, and repeatability. We linked our NPS to our user behavior data and discovered some useful information: https://chartio.com/blog/2015/03/get-more-out-of-your-nps-score

Barry Parr

First of all I think it's important to understand what a NPS is. A great summary can be found here: http://www.netpromoter.com/why-net-promoter/know. To answer your question, I think choosing a survey method is highly dependent upon the sort of data you're trying to achieve. At http://www.feedbacklite.com, as part of our feedback widgets we've combined a NPS with an Open-Ended Answer field. This gives a lot more flexibility to the NPS system and has been very well received by our clients. I would recommend this approach because it gives more meaning to your customer feedback. Over time, you're also going to get some really great nuggets of informations whilst generating your measurable NPS data so it's really a great extension of a standard NPS.

Paul Dunstone

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