What is the Customer Satisfaction Score / CSAT?CheckMarket
There are different ways to measure customer satisfaction. In this presentation we present you one of them: the 'Customer Satisfaction Score' or CSAT. Discover it now!
Learn more about the score and how to use it in a survey, followed by some very useful tips and tricks.
Check our website for more information:
https://www.checkmarket.com
How to Measure Your Customer Satisfaction Score (CSAT)Kayako
What is a customer satisfaction score (CSAT)?
A customer satisfaction score indicates how satisfied your current customers are with your product or service.
Why should you measure your customer satisfaction score?
This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might have sent.
It also helps identify pain points in order to see which aspects of your support could be improved.
You can get an indication of the quality of replies, too. You can use this information to identify what aspect of your support you can improve.
Learn everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
Easy Serve, an Online Services Marketplace Startup in IndiaUpamanyu Acharya
How do you start an online services marketplace in India? What are the challenges one faces as an online service aggregator and payment portal? How do you start the Flipkart of Services? These are questions we strived to answer in this presentation.
What is the Customer Satisfaction Score / CSAT?CheckMarket
There are different ways to measure customer satisfaction. In this presentation we present you one of them: the 'Customer Satisfaction Score' or CSAT. Discover it now!
Learn more about the score and how to use it in a survey, followed by some very useful tips and tricks.
Check our website for more information:
https://www.checkmarket.com
How to Measure Your Customer Satisfaction Score (CSAT)Kayako
What is a customer satisfaction score (CSAT)?
A customer satisfaction score indicates how satisfied your current customers are with your product or service.
Why should you measure your customer satisfaction score?
This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might have sent.
It also helps identify pain points in order to see which aspects of your support could be improved.
You can get an indication of the quality of replies, too. You can use this information to identify what aspect of your support you can improve.
Learn everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
Easy Serve, an Online Services Marketplace Startup in IndiaUpamanyu Acharya
How do you start an online services marketplace in India? What are the challenges one faces as an online service aggregator and payment portal? How do you start the Flipkart of Services? These are questions we strived to answer in this presentation.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Measuring Customer Satisfaction: CSAT, CES and NPS comparedCheckMarket
In market research we love acronyms almost as much as the IT world does. Here we will present you three of them: Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS). All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Watch and find out…
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
Final project on Urbanclap Digital Marketing Platforms Data Analysis, Content strategy, Facebook and Instagram Ads, Email Marketing, Media Planning, Brand Pitching, Creative Posts & Remarketing
A survey conducted to understand the user needs and demands in the furniture rental space by segmenting the users and targeting them based on the hypothesis framed
This presentation provides insight into how to forecast and calculate customer lifetime value (CLV). Here a startup applied a scientific approach to maximise customer retention and minimise churn. The outputs of the analytics were built into the system and business processes driving the success of the company and helping it to win the customer service of the year award, and to achieve a successful exit through acquisition.
Contact Center Assessment: Solution Overview and ApproachScottMadden, Inc.
To help you produce data-driven, practical initiatives that will improve your customer service experience and reduce cost, ScottMadden has developed a simple, efficient method for evaluating your customer contact operations. Our approach has been proven to increase customer loyalty as well as streamline operations. To learn more, visit www.scottmadden.com.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Measuring Customer Satisfaction: CSAT, CES and NPS comparedCheckMarket
In market research we love acronyms almost as much as the IT world does. Here we will present you three of them: Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS). All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Watch and find out…
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
Deploying a Voice of the Customer (VoC) ProgramAvtex
Do you gather, analyze and respond to your customer’s feedback with a disciplined approach? Learn about Voice of Customer best practices, see practical examples of how technology can support a VoC program, and hear success stories from the field with guest speaker Peter Leppik, President and CEO of Vocalabs.
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
Final project on Urbanclap Digital Marketing Platforms Data Analysis, Content strategy, Facebook and Instagram Ads, Email Marketing, Media Planning, Brand Pitching, Creative Posts & Remarketing
A survey conducted to understand the user needs and demands in the furniture rental space by segmenting the users and targeting them based on the hypothesis framed
This presentation provides insight into how to forecast and calculate customer lifetime value (CLV). Here a startup applied a scientific approach to maximise customer retention and minimise churn. The outputs of the analytics were built into the system and business processes driving the success of the company and helping it to win the customer service of the year award, and to achieve a successful exit through acquisition.
Contact Center Assessment: Solution Overview and ApproachScottMadden, Inc.
To help you produce data-driven, practical initiatives that will improve your customer service experience and reduce cost, ScottMadden has developed a simple, efficient method for evaluating your customer contact operations. Our approach has been proven to increase customer loyalty as well as streamline operations. To learn more, visit www.scottmadden.com.
Presentation by Paul van Veen, Customer ServiceBenchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
Client Opinions, Market-Driven Thinking
Our market research firm, Client Opinions, offers a full-service client feedback program to help businesses gather actionable insights to grow their business.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Operating in today’s competitive environment proactive measures must be taken to protect and improve the relationship and engagement with critical resources.
InfoQuest®, BSI’s proprietary “Voice Of” tool, provides candid responses regarding all aspects of your business relations. As important, the BSI/InfoQuest® program provides access to vital information that can alert you to financial and/or operational risks.
Find out how Voice-Of and Survey Services from BSI can help you maximize results through customer centric value-chain improvement.
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
Cracking The Customer Support Efficiency CodeWorkforce Group
As a business owner or key decision maker, when your business needs to scale to keep up with more impatient, demanding customers, finding ways to improve the efficiency of your customer service team is essential.
Today’s customers don’t just hope for a good customer service experience; they demand it. And with your competitors constantly lurking and innovating ways to win the market, delivering efficient customer service is crucial to maintain your competitive advantage.
The question then is, how do you go about this? How do you unlock a new level of excellence by elevating your customer service Efficiency?
In this deck, you will learn effective tips to take your customer service to the next level.
You will also learn;
• The most important reasons why you should take your customer service efficiency seriously
• The key metrics to look out for in measuring the efficiency of your customer service
• How to improve your customer experience with Workforce Connect.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
It’s 2015, and the customer experience is increasingly being driven by techniques like A/B testing and optimization.
Optimizely recently surveyed digital experience owners to learn just how they think about and allocate resources towards their testing and optimization programs.
These slides answer the questions:
- How often do teams optimizing run A/B and multivariate tests?
- What are the top benefits that optimization programs are seeing?
- How do optimization teams manage their experiment process?
160831 webinar on customer satisfaction (public)Malia Bachesta
On August 31 the Learning Lab team hosted a private partner-only webinar where we shared key learnings on measuring customer satisfaction in the rural and agricultural finance industry. The presentation from this webinar, alongside a short summary of its learnings, are now available online for public viewing.
Fight churn! Six initiatives to keep your customersIngvildFarstad
Churn can be measured in terms of ARR and # of customers and both are important to measure and track. Knowing your churn is important for forecasting, but the real value lies in understanding why customers choose to cancel their subscriptions. We have run several projects with our portfolio companies to understand the root causes of churn and improve the value proposition.
Why do customers defect to your competitors? Is it inevitable or is there something you can do to retain them? Primary Intelligence discusses the three best practices you can incorporate today to help retain customers and keep them coming back.
Similar to Is Customer Effort Score the new NPS? (20)
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
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Discover the innovative and creative projects that highlight my journey throu...dylandmeas
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The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
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Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
2. www.tsia.com
Agenda
1 Customer Effort Score – what it is and who
measures it
2 What drives Customer Effort and why it is
important Iron Triangle
3 Linking Customer Effort to Customer
Satisfaction & Advocacy
4 How to analyze and reduce Customer Effort
2
3. www.tsia.com
Measuring Customer Effort
• “How much effort did you personally have to put forth to handle your
request?”
– 1 to 5 scale, 1 = Very Low Effort, 5 = Very High Effort
• Customer Effort Scores (CES) is proving to be a more effective
determinant of customer loyalty than satisfaction scores (CSAT)
• Ultimately, companies need to measure the effort involved in the
end-to-end customer journey
– But most start by measuring effort for assisted and unassisted support
3
Marketing Sales Implement Support Renewal
The End-to-End Customer Journey
4. www.tsia.com
Friction Points Driving Up Customer Effort
Assisted Support
• Finding contact information
• Phone tree navigation
• Hold time
• Entitlement process
• Technical knowledge of agent
• Complexity of recovery procedures
• Talk time/Resolution time
Unassisted Support
• Finding self-service options
• Single signon?
• Unified search?
• Screen design/layout
• Tools/routes to find content
• Content filtered for my account
• Content formats (text vs. video)
4
You can’t identify friction points—or get well plans—in a vacuum.
Customer surveys/focus groups are required.
5. www.tsia.com
Are you currently measuring customer effort scores (CES)?
A. Yes
B. No
C. Plan to implement in 2016
5
Polling Question
6. www.tsia.com
Customer Effort Score (CES)
29%
71%
Are you currently tracking
CES?
Yes No
6Source: TSIA 2016 Support Services Benchmark Survey
Scale: 1 = Very Low Effort, 5 = Very High Effort
3.4
4.4
1
1.5
2
2.5
3
3.5
4
4.5
5
Industry Pacesetters
Average Customer Effort Score
7. www.tsia.com
From Customer Effort to Customer Satisfaction
82%
55%
26%
20% 17% 16%
8% 7% 5% 4% 1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
When you need support for a product, which of
the following channels do you prefer?
4.4 4.3 4.3 4.2
3.5
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Customer
Satisfaction by
Channel
7
Source: The State of Support Services 2016, TSIA