CSAT (customer satisfaction score for a specific interaction)
Posted: Wed Feb 12, 2025 8:38 am
The user expresses an opinion by clicking on the button. In this case, people who have given a rating:
1-6 are critics;
7, 8 - neutral clients;
9, 10 - your supporters.
In NPS, we measure the ratio between promoters and detractors.
Good indicators may differ from company to company. Experts interpret indicators approximately as follows:
50% or more is an excellent result;
30-50% is normal, but there is room for improvement;
0-30% - the result should be alarming, something needs to be changed;
Negative indicators indicate that there are no loyal customers at all, perhaps there are already negative reviews, and the service definitely needs to be worked on.
While results may vary by industry, number of competitors, region, and even what survey channels you used, service evaluation platform Retently provides the following data for 2024:
average NPS for the B2B market is 39-76%;
indicators for B2C are 16-80%.
CSI (Overall Customer Satisfaction Index)
The metric shows how satisfied the buyer is with the interaction with the cambodia phone number list company, how he evaluates his communication experience in general.
Here you can evaluate specific parameters. For example, the quality of the specialist's work after the conversation, whether the operator solved the problem and how the new product or service works.
CES (Customer Effort Index)
The metric shows how convenient it is for a person to interact with the company: evaluate the work of the site, place an order, search for the necessary information. That is, the index allows you to understand how easy it was for the user to solve their problem.
LTV (customer lifetime value)
How much money the client brought to the company during the entire period of your cooperation. The indicator allows you to identify the most loyal clients who bring the maximum profit.
1-6 are critics;
7, 8 - neutral clients;
9, 10 - your supporters.
In NPS, we measure the ratio between promoters and detractors.
Good indicators may differ from company to company. Experts interpret indicators approximately as follows:
50% or more is an excellent result;
30-50% is normal, but there is room for improvement;
0-30% - the result should be alarming, something needs to be changed;
Negative indicators indicate that there are no loyal customers at all, perhaps there are already negative reviews, and the service definitely needs to be worked on.
While results may vary by industry, number of competitors, region, and even what survey channels you used, service evaluation platform Retently provides the following data for 2024:
average NPS for the B2B market is 39-76%;
indicators for B2C are 16-80%.
CSI (Overall Customer Satisfaction Index)
The metric shows how satisfied the buyer is with the interaction with the cambodia phone number list company, how he evaluates his communication experience in general.
Here you can evaluate specific parameters. For example, the quality of the specialist's work after the conversation, whether the operator solved the problem and how the new product or service works.
CES (Customer Effort Index)
The metric shows how convenient it is for a person to interact with the company: evaluate the work of the site, place an order, search for the necessary information. That is, the index allows you to understand how easy it was for the user to solve their problem.
LTV (customer lifetime value)
How much money the client brought to the company during the entire period of your cooperation. The indicator allows you to identify the most loyal clients who bring the maximum profit.