Measure customer experience and learn where your efforts will have the most overall impact on customer retention and bottom-line revenue.

1. Measure customer
experience and learn where
your efforts will have the
most overall impact on
customer retention and
bottom-line revenue.
How are you
measuring
customer
satisfaction? by Ann Heatherington

2. Many companies focus on
measuring customer
satisfaction at a single
moment – satisfaction with
this product or that support
call, with a meal or in-store
visit, etc.

3. The customer experience is made up of
moments, and Customer Satisfaction Score
(CSAT) helps measure each one so you can
improve specific interactions and triage
where necessary.
But customers engage with your company
in many ways, at different times, and
through multiple channels – there’s more
than just one moment to measure.

4. A customer may have had a good meal
and visit, but if securing the reservation
was a nightmare, he might not be all that
satisfied.
If you prepared a customer’s order but
forgot her special request, she might
be unlikely to return or to recommend
your business to anyone else.

5. SoGoSurvey CX, our dedicated
customer experience measurement
platform, is designed to make life
easier for you.

6. A full assessment of customer experience
requires multiple data points. You’ll see
where you’re succeeding and where your
efforts will have the most overall impact on
customer retention and revenue.
• Customer Effort Score (CES)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)

7. Sign up today for a webinar and learn
how SoGoSurvey CX can help transform
your customer experience
measurement.
Visit www.CX.SoGoSurvey.com