23 Aug NPS, VOC OR CSAT?
NPS, VOC OR CSAT?
No matter which customer satisfaction and / or loyalty framework you use, unless its feedback is not acted upon, any framework or methodology will be of little use. Net Promoter Score, Voice of Customer, and Customer Satisfaction surveys, all reach out to customers to understand their perception of the brand. But most of the time, the feedback is collected as just one more thing to talk about and doesn’t become part of the operational execution.
Net Promoter Score (NPS) is a metric that companies use to measure customer loyalty as it relates to company brand or to a product or service. Net Promoter Score measures customer experience based on a customer’s response to a single question: “Using a scale of 0-10, how likely is it that you would recommend us to a friend or colleague?” Capturing this customer feedback in Salesforce contributes to a better understanding of overall customer relationship, while also educating marketing and customer service teams for further improvement opportunities.
Scoring criteria consideration:
- Promoters (score 9-10): loyal enthusiasts who will continue buying and refer others, fueling growth.
- Passives (score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6): Unhappy customers who can damage brand and impede growth through negative word-of-mouth.