Effectively measuring customer satisfaction is essential for understanding your customers' needs, preferences and areas for improvement. Using your Partoo Feedback Management tool, you can measure customer satisfaction using two indicators: the NPS score and the CSAT.
What statistics are available?
On the ‘Avis' tab, click on the pictogram representing a graph 📊 at the top right of ‘Voice of customers’ then click on ‘Surveys’.
You will then have access to the following statistics:
statistics relating to your survey: number of surveys answered, number of establishments concerned ;
the number of survey responses;
your average NPS ;
the proportion of promoters and detractors;
your CSAT average;
the ranking of your outlets according to their NPS and CSAT scores.
You can also download this data from the button 📥 to the right of ‘Voice of customers’ and then select ‘Surveys’.
NB: survey data is anonymous.
How to interpret the satisfaction KPIs: the NPS score and the CSAT?
The Net Promoter Score (NPS)
The Net Promoter Score (NPS) measures the propensity of customers to recommend your product or service to others. It is calculated by asking a simple question: ‘On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?’
Customers will be classified into three categories based on their response:
Promoters (score of 9-10): These are your most loyal and satisfied customers, likely to actively recommend your company to others.
Neutral (score of 7-8): Satisfied customers but less likely to proactively recommend your company.
Detractors (score of 0-6): These are dissatisfied customers who could damage your reputation by expressing negative opinions.
To calculate your NPS score, subtract the percentage of detractors from the percentage of promoters to obtain your NPS score. The score can vary from -100 to +100.
NPS = % Promoters - % Detractors
For example, if 30% of your customers are promoters and 10% are detractors, your NPS would be +20.
The Customer Satisfaction Score (CSAT)
The Customer Satisfaction Score (CSAT) measures the customer's overall satisfaction following a specific interaction, usually a transaction or a particular event. It is often measured by asking a question like: ‘How satisfied are you with your experience with our company?’. Customers generally answer on a scale of 1 to 5.
The responses are then averaged to obtain your CSAT score. This score is usually presented as a percentage.
CSAT = (Sum of scores / Total number of responses) x 100.
For example, if the sum of the scores is 250 out of 500 responses, your CSAT would be (250/500) x 100 = 50%.
By using these two indicators, NPS and CSAT, you can obtain an overview of your customers' satisfaction and loyalty, as well as valuable information for improving their experience and strengthening your customer relationships.
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