He will be the first interested in becoming a regular customer, maintaining a close relationship with the brand, interacting and recommending us.
That is why Customer Satisfaction is something that must be present at all levels of management to ensure retention. So its care and supervision must be of general interest to the company.
A customer who receives personalized, timely service and who responds to their needs is a satisfied customer. And a satisfied customer is the best candidate for loyalty. This is something you should not forget.
If we want to properly monitor the effectiveness of our loyalty denmark whatsapp mobile phone number list strategies, we must be able to measure the results obtained. To do this, it is essential to have a handle on the main indicators and KPIs related to loyalty.
The application you give to each of them will depend on the approaches and objectives you want to achieve with your strategies. So the choice will always depend on you.
However, here we recommend some that will be of great help to measure loyalty and to be able to give an overview of your Customer Management.
CSAT
The CSAT or Customer Satisfaction Index is one of the most popular indicators, but also one of the most difficult to obtain. This is because we will be trying to measure the emotions and impressions of customers, which is something totally subjective.
This indicator consists of directly asking the customer about their level of satisfaction after some commercial or relational interaction with the company.
The measurement scales that customers will use can be of almost any type: numbers, stars, happy or sad faces… The idea is to make the selection as simple and explicit as possible for later analysis. The CSAT score will be the average of the responses of all the customers surveyed.
NPS
The Net Promoter Score (NPS) measures the level of probability that a current customer will recommend your company to someone else.
The advantage it has over CSAT is that this indicator focuses on customer intent, not emotion. Therefore, the results are less variable or subjective.
To measure it, you just have to ask your clients how likely they are to recommend you to someone else on a scale of 1 to 10. Then you classify the answers: Promoters (from 9 to 10), Passives (from 7 to 8) and Detractors (from 6 to 0). Subtract your detractors from the number of promoters and you will have your NPS.
Initial Response Time
If you want to ensure that your customers are receiving the best possible service, you need to know your average Initial Response Time.
A Salesforce study found that one-third of customers surveyed gave higher ratings to companies that responded quickly.
