How can you make a client happy with numbers? The point is that customer satisfaction can itself be a number. If you are serious about providing it, you have to be able to measure it – otherwise, how can you know if you’re achieving it?
The easiest way of measuring how happy your customers are is to ask them directly. This should be done periodically using the same key metrics (which means you will know whether or not you are improving). Questions (on a scale of 1-10) might include:
- How do you rate quality of service?
- How do you rate quality of product?
- How would you describe the value provided compared to other providers?
And of course, the acid test, commonly known as the Net Promoter Score (NPS): “On a scale of 1-10, how likely are you to recommend us to someone else?” Customers who give you 6 or below are called detractors, whereas those giving you 9 or 10 are called promoters (the rest are “passives”).
Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. It’s that simple and is widely known as the best single measurement of customer satisfaction.