Customer experience, customer experience, customer experience
The customer experience is crucial in today’s business world.
A study from 2021 shows that 9 out of 10 customers consider the experience as important as the product or service itself.
Despite this, only one in three companies measure customer satisfaction as a KPI. Companies that do so experience higher retention and a better bottom line.
Why is customer experience so important?
An excellent customer experience creates both satisfied and loyal customers. According to PWC, 86% of customers are willing to pay more for a good experience. Successful companies collect and analyze customer feedback, take customer wishes seriously and invest in projects that improve the customer experience.
Traditional KPIs vs. customer satisfaction
Traditional KPIs such as response time and number of resolved cases do not necessarily reflect customer satisfaction. Bain & Company found that while 80% of companies believe they provide excellent service, only 8% of customers agree. This is often because companies focus too much on operational goals rather than the customer’s perspective.
Measuring customer satisfaction with NPS
Net Promoter Score (NPS) measures both customer satisfaction and loyalty. Customers are asked how likely they are to recommend the company to others. The responses are categorized into Promoters, Passives and Detractors, and NPS is calculated by subtracting the proportion of Detractors from the proportion of Promoters. A high NPS score correlates with higher revenue and customer loyalty. Customer Gauge found that a 10 increase in NPS score can lead to a 3.2% increase in upsell revenue.
Turn the results from NPS into action
To make the most of the NPS results, they should be integrated with the company’s CRM system. This ensures that employees can act proactively on customer feedback. With NPS.today integrated in SuperOffice CRM, companies can automatically send out surveys, analyze feedback and take concrete actions. This creates a clear overview of customer loyalty and needs and enables continuous improvements to the customer experience.
Get started
NPS.today offers a 100% integrated NPS solution for SuperOffice CRM, which makes it easy to measure, understand and act on customer experiences directly in the CRM system. Try to start integrating NPS in your business today and experience the difference.
There is also a handbook which focuses on measuring customer satisfaction
via NPS as KPI. You can download the handbook from the SuperOffice website:
Source: it-kanalen.dk
