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← Patricia

September 20th, 2021

Prepare satisfaction metric meeting

Measure satisfaction


Determine goal
Benefits-of-customer-satisfaction-surveys.png

Why do we measure it?
  • Track impact of changes on Time Off module

Underlying business goals
  • reduce churn/ increase loyalty
  • nurture promoters
  • reduce acquisition cost/ increase sales
  • upselling to advanced+ tiers
  • gain a competitive advantage through market differentiation

Product goals
  • reduce effort/time for planners on managing Time Off
  • increase employee satisfaction through empowerment

Requirements
  • Keep it as short and simple as possible to make it as easy as possible for users to answer it.
  • “The best time to conduct a customer satisfaction survey is immediately after the point of experience. As the emotions are still afresh in memory, researchers can trust the CSAT data.” 
  • “However, CSAT surveys must be conducted at regular intervals to check for any change in experience with the change in time.”

Possible metrics


CSAT Customer Satisfaction Score
How would you rate your overall satisfaction with injixo’s Time Off functionality?

  1. 😡 Very unsatisfied
  2. 🙁  Unsatisfied
  3. 😐  Neutral
  4. 🙂  Satisfied
  5. 😍 Very satisfied
      
CSAT = (N° of satisfied users / total users) x 100  

NPS – Net Promoter Score
…helps measure loyalty by asking your users their willingness to recommend your brand to their peers and loved ones.

How likely are you to recommend our products and services to your loved ones and colleagues?
very unlikely 0 1  2  3  4  5  6  7  8  9  10 very likely

NPS+

What is the main reason to give us that rating?
How can we improve?

✨ Voting system where other survey respondents can vote for specific feedback from other customers

https://www.questionpro.com/features/advanced-net-promoter-score.html

CAC – Customer Acquisition Cost
measure customer service quality and overall customer satisfaction. While it is more used in sales and marketing, it can also be crucial for customer satisfaction.

To calculate CAC, divide all of the marketing expenses by the number of customers gained in a particular period.

CES – Customer Effort Score
helps determine the ease of using your products or services. combined NPS and CSAT. CES surveys are aimed at decreasing effort and increasing loyalty. There could be follow-up questions depending on what you intend to achieve via the study.

Overall, how easy was it to solve your problem with injixo's Time Off today?

  1. Very easy
  2. Easy
  3. Neither
  4. Difficult
  5. Very difficult

CES = % Easy - % Difficult

CSS – Customer Service Satisfaction
Feedback from your customers every time they interact with your product. You can do this via forms, pop-ups, live chat, or online surveys.

E.g. survey with multiple questions that serve measurement goal, e.g.:

On a scale of 1 to 10, how satisfied are you with your experience in injixo’s Time Off today?
How do you feel about the last time you used Time Off in injixo?
How can we better support your business’s/your goals?
Which Time Off features do you consider the most valuable?
What would you improve if you could?
What points of friction have you encountered while using Time Off?
If you had a magic wand that could improve one thing in Time Off, what would you improve and why?
What’s your most important priority when managing Time Off?
What’s your biggest roadblock when trying to manage Time Off?

Example question catalog
https://blog.hubspot.com/service/customer-satisfaction-survey-examples

CHS – Customer Health Score
Customer health lets you know if your customers will stay with you or churn over time. Determined by the aspects such as:

  • Product usage period
  • Product type (license level – free or paid)
  • Number of interactions with the support team
  • Money spent with your brand
  • Their willingness to answer your surveys

  • How long do people use your product?
  • How many products do clients use?
  • Are they using a free version or a premium one?
  • What number of upsells do you have?
  • How much money do customers spend with you?
  • How often do they contact your support team?
  • How willing are they to participate in other surveys?
  • Are top executives the users of your product (for B2B products and services)?

CCR – Customer Churn Rate
CCR = (N° of customers churned in time period / Total n° of customers in the time period )x 100

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