GITNUX MARKETDATA REPORT 2023
Must-Know Customer Satisfaction Metrics
Highlights: The Most Important Customer Satisfaction Metrics
- 1. Net Promoter Score (NPS)
- 2. Customer Satisfaction Score (CSAT)
- 3. Customer Effort Score (CES)
- 4. First Contact Resolution (FCR)
- 5. Average Resolution Time (ART)
- 6. Churn Rate
- 7. Repeat Purchase Ratio (RPR)
- 8. Customer Lifetime Value (CLV)
- 9. Customer Complaint Rate
- 10. Customer Retention Rate (CRR)
- 11. Social Media Sentiment Analysis
- 12. Testimonials and Reviews
Table of Contents
Customer Satisfaction Metrics: Our Guide
As businesses strive to meet customer needs and expectations, understanding customer satisfaction metrics becomes critical. In this blog post, we will navigate through the most important metrics you need to track to measure customer satisfaction effectively. Gain deep insights into customer behavior and preferences, allowing you to tailor your strategies for maximum customer retention and satisfaction.
Net Promoter Score
NPS measures loyalty, asking customers to recommend on a 0-10 scale. Score = % promoters (9-10) minus % detractors (0-6).
Customer Satisfaction Score
CSAT measures overall satisfaction, customers rate on a scale (e.g., 1-5) and the score is the average of all responses.
Customer Effort Score
CES rates interaction ease, asking customers to rate effort on a scale (low to high). Lower score = higher satisfaction.
First Contact Resolution
FCR: % issues resolved on first contact, higher FCR = higher satisfaction.
Average Resolution Time
ART measures the average time taken to resolve a customer’s issue or complaint. A lower ART represents higher customer satisfaction.
Churn rate: % customers leaving in a period. Lower churn = higher satisfaction and retention.
Repeat Purchase Ratio
RPR measures the percentage of customers who make repeat purchases with a company. Higher RPR indicates a higher level of customer satisfaction and loyalty.
Customer Lifetime Value
CLV measures the total revenue generated by a customer throughout their entire relationship with a company. Higher CLV suggests a more satisfied and loyal customer base.
Customer Complaint Rate
This metric measures the number of complaints received in relation to the total number of customers. A lower complaint rate indicates higher customer satisfaction.
Customer Retention Rate
CRR measures the percentage of customers who continue to do business with a company over a given time period. Higher CRR indicates higher customer satisfaction and loyalty.
Social Media Sentiment Analysis
This metric analyzes customer feedback and opinions expressed on social media platforms to get a sense of overall customer satisfaction and brand perception.
Testimonials And Reviews
By collecting and analyzing customer testimonials and reviews, businesses can measure customer satisfaction and identify areas for improvement.
Frequently Asked Questions
What are Customer Satisfaction Metrics?
What are some common Customer Satisfaction Metrics?
How can businesses improve their Customer Satisfaction Metrics?
Why are Customer Satisfaction Metrics important for businesses?
Can businesses rely solely on Customer Satisfaction Metrics for success?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.