Customer satisfaction is a jargon and is hard to get. Many companies are throwing themselves into customer satisfaction business no matter what they make or sell. The customer survey challenge is a glossy phenomenon that has helped benchmark businesses about their current practice to the best possible service that can be rendered.
The customer satisfaction score software (CAST) is not only designed to track if the customer is fulfilled with a service or not, but also to test if they like a brand so much so that they will recommend it to others. “How likely is it that you would recommend our services to a friend or colleague?” is the simple formulae to understand customer’s opinion. The net promoter score is yet another system that asks the customer the likelihood of recommending a service to others by using a 0 to 10 scale pointer. Their choices are categorized into three parts such as 0 to 6; detectors, 7 to 8; passives and 9 to 10 as promoters. This is similar to the online review system and the breakdown gives a more accurate tool to measure customer opinions. Well, the NPS is as easy as a software that simply calculates the average of all the results. Based on the three classifications, the NPS calculates a percentage based on the respondents that fall into the three sections namely detectors, passives and promoters.
The prime objective of businesses should be to create happy customers so that the business can furbish its growth and prosperity, and not stagnate and perish. Understanding the international customer base, an American is likely to rate a service as “amazing” or “terrible”, while an Asian might rate the same service as “fine” or “not satisfactory”. Simpler scales of capturing service quality is by incorporating an emoji based review system, which is more robust to cultural differences in the international consumer base.
These systems provide a check on the longitudinal metric and improve their performance over time.