{"id":1125,"date":"2024-02-09T14:03:16","date_gmt":"2024-02-09T14:03:16","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/en\/?p=1125"},"modified":"2024-02-24T10:46:13","modified_gmt":"2024-02-24T10:46:13","slug":"the-5-main-customer-satisfaction-indicators","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">The 5 Main<\/span>   Customer Satisfaction Indicators<\/div>"},"content":{"rendered":"\n<p>Customer satisfaction has become more than ever a priority for the commercial development of all businesses. The power of word-of-mouth and the multitude of channels through which it can be expressed, is pushing companies to rethink their entire relationship with consumers. With this in mind, companies have understood that it was important to <strong>measure customer satisfaction in order to adapt to the expectations of their customers<\/strong> and not suffer the effects of negative reviews. However, many of them do not know the measurement tools and Key Performance Indicators (KPIs) that could help them effectively. Here are the main elements to take into account.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt;&gt; Visit <strong>Drag&#8217;n Survey<\/strong> to <strong>create an online survey<\/strong>, <strong><a href=\"https:\/\/www.dragnsurvey.com\/en\">click here<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"396\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-indicators.jpg\" alt=\"\" class=\"wp-image-1126\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-indicators.jpg 600w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-indicators-300x198.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">CSAT: Customer Satisfaction Score<\/span><\/h2>\n\n\n\n<p>The Customer Satisfaction Score allows you to <strong>measure customer satisfaction in a simple way<\/strong> through a single question: &#8220;Are you satisfied with our service\/product\/after-sales support, etc.?&#8221; The choice of response is generally limited to four possibilities:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Very satisfied<\/li><li>Quite satisfied<\/li><li>Not very satisfied<\/li><li>Not at all satisfied<\/li><\/ul>\n\n\n\n<p>The <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/customer-satisfaction-score-csat\/\">CSAT<\/a> rate is then measured based on the number of responses equal to &#8220;very&#8221; or &#8220;quite&#8221; satisfied.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"https:\/\/app.dragnsurvey.com\/en\/register\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"200\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png\" alt=\"\" class=\"wp-image-728\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png 500w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll-300x120.png 300w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/figure><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">NPS: Net Promoter Score<\/span><\/h2>\n\n\n\n<p>In terms of quality management, this indicator is one of the most important. In a &#8220;customer-centric&#8221; approach, where consumer satisfaction is at the heart of the company&#8217;s concerns, the <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/what-is-the-net-promoter-score-nps\/\">Net Promoter Score<\/a> allows you to measure an essential point: <strong>a buyer&#8217;s propensity to recommend a product or service<\/strong> to their circle. A satisfied customer would recommend a company to 3 people in their circle. On the contrary, a dissatisfied consumer would let 10 people around him know. It is therefore essential to take this KPI into account in order to implement corrective actions and adapt its services to the expectations of its buyers.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Measuring NPS<\/h3>\n\n\n\n<p>Consumers are invited to express their willingness to recommend a company on a scale of 0 to 10. <strong>People giving a score of 9 or 10 demonstrate a strong consumer engagement<\/strong> and can be considered brand promoters. On the contrary, those who have given a score between 0 and 6 could harm its reputation. To obtain the NPS rate, the percentage of ambassadors must be calculated and subtracted from that of detractors.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">The CES: Customer Effort Score<\/span><\/h2>\n\n\n\n<p>This indicator (Customer Effort Score) corresponds to <strong>the effort made by the consumer to contact the company<\/strong>. It does not stop at the purchasing experience alone but also includes the ease of access to the company&#8217;s call center, the ability to obtain a refund or resolve a problem, etc.<\/p>\n\n\n\n<p>This score is becoming increasingly important, particularly in e-commerce and for supporting multi-channel marketing strategies. Indeed, these require even more agility to best meet the expectations of buyers.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2022\/10\/answer-satisfaction-survey.jpg\" alt=\"\" class=\"wp-image-874\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2022\/10\/answer-satisfaction-survey.jpg 600w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2022\/10\/answer-satisfaction-survey-300x200.jpg 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Repurchase Rate<\/span><\/h2>\n\n\n\n<p>This KPI is significant for customer satisfaction. Obtained immediately, it allows you to <strong>survey the customer about their intention to renew a contract<\/strong> or make a purchase with a company. This allows measuring customer loyalty.<\/p>\n\n\n\n<p>To obtain the repurchase rate, the ideal is to offer a survey to evaluate customer satisfaction, directly after their purchase. This indicator is also <strong>an excellent way to motivate teams<\/strong>. Indeed, it makes the customer experience tangible and concretely measures the results of a strategy.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Waiting Time: A Very Important Indicator<\/span><\/h2>\n\n\n\n<p>Despite the abundance of new KPIs, the waiting time to access the company&#8217;s call center remains central. Indeed, it is estimated that <strong>the majority of calls made are due to a problem<\/strong>. To have a waiting time considered good, 80% of calls must be handled in less than 1 minute and 30 seconds.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>More about surveys:<\/strong><br>Transitioning to a Typeform Competitor, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-must-have-alternatives-for-typeform\/\">click here<\/a><br>Premier Software for Online Quiz Creation, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-software-for-creating-an-online-quiz\/\">click here<\/a><br>Exploring Alternative Solutions to Google Forms, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-best-google-forms-alternatives\/\">click here<\/a><br>Considering Different Options to Replace Jotform, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-jotform-alternatives\/\">click here<\/a><br>Embracing Competing Platforms to SurveyMonkey, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-alternatives-for-surveymonkey-to-create-a-questionnaire-online\/\">click here<\/a><br>The 10 Most Effective Online Survey Tools Available, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-tools-for-creating-an-online-survey\/\">click here<\/a><br>Key Techniques in Conducting Qualtitative Research, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/qualitative-research\/\">click here<\/a><br>Secrets to Developing an Effective Satisfaction Survey, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/14-questions-to-ask-for-your-customer-satisfaction-survey\/\">click here<\/a><br>A Beginner&#8217;s Guide to Conducting Quantitative Research, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/how-to-conduct-quantitative-research\/\">click here<\/a><br>The Use of Likert Scales for Measuring Attitudes in Surveys, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/likert-scale\/\">click here<\/a><br>7 Quick and Engaging Online Survey Templates for Students, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/7-online-survey-templates-to-spark-student-engagement-in-minutes\/\">click here<\/a><br>The Dos and Don\u2019ts of Open-Ended Questions in Online Survey Design, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/pitfalls-to-avoid-when-formulating-open-ended-questions-in-an-online-survey\/\">click here<\/a><br>Distinguishing between Qualitative and Quantitative Research Approaches, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/what-are-the-differences-between-qualitative-and-quantitative-research\/\">click here<\/a><\/p>\n\n\n\n<p><strong>Read the article:<\/strong><br>French \u2013 Les 5 principaux indicateurs de la satisfaction client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/cinq-principaux-indicateurs-satisfaction-client\/\">click here<\/a><br>Portuguese \u2013 os 5 principais indicadores de satisfa\u00e7\u00e3o do cliente, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/pt\/os-5-principais-indicadores-de-satisfacao-do-cliente\/\">click here<\/a><br>German \u2013 Die 5 wichtigsten Indikatoren f\u00fcr die Kundenzufriedenheit, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/de\/die-5-wichtigsten-indikatoren-fur-die-kundenzufriedenheit\/\">click here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer satisfaction has become more than ever a priority for the commercial development of all businesses. The power of word-of-mouth and the multitude of channels through which it can be expressed, is pushing companies to rethink their entire relationship with consumers. With this in mind, companies have understood that it was important to measure customer&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\" rel=\"bookmark\">Read More &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">The 5 Main<\/span>   Customer Satisfaction Indicators<\/div>\n<p><\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-1125","post","type-post","status-publish","format-standard","hentry","category-satisfaction-survey"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The 5 Main Customer Satisfaction Indicators - Drag&#039;n Survey<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The 5 Main Customer Satisfaction Indicators - Drag&#039;n Survey\" \/>\n<meta property=\"og:description\" content=\"Customer satisfaction has become more than ever a priority for the commercial development of all businesses. The power of word-of-mouth and the multitude of channels through which it can be expressed, is pushing companies to rethink their entire relationship with consumers. With this in mind, companies have understood that it was important to measure customer&hellip;&nbsp;Read More &raquo;The 5 Main  Customer Satisfaction Indicators\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\" \/>\n<meta property=\"og:site_name\" content=\"Drag&#039;n Survey\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-09T14:03:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-24T10:46:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-indicators.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"396\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Benoit\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@DragnSurvey_int\" \/>\n<meta name=\"twitter:site\" content=\"@DragnSurvey_int\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Benoit\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\"},\"author\":{\"name\":\"Benoit\",\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/#\/schema\/person\/9e74aebc085e657591cb44bfaf353703\"},\"headline\":\"The 5 Main Customer Satisfaction Indicators\",\"datePublished\":\"2024-02-09T14:03:16+00:00\",\"dateModified\":\"2024-02-24T10:46:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\"},\"wordCount\":745,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-indicators.jpg\",\"articleSection\":[\"Satisfaction survey\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\",\"url\":\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\",\"name\":\"The 5 Main Customer Satisfaction Indicators - 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