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KPI for Measuring of Customer Satisfaction posted in category CRM

WinningKPI - CRM - KPI for Measuring of Customer Satisfaction posted in category CRM Oana Boteanu This indicator is for measuring the customer satisfaction level as part of the Customer Relationship Management practices. The measurement of this KPI can vary from one company to another, however, customer satisfactions surveys are one of the most common measurement tools.
Customer satisfaction is a fundamental part of Customer Relationship Management, as it’s a turning point for whether or not the customer is likely to repeat the purchase.
Companies measure this via surveys based on factors such as perceived quality of service or product, perceived price/quality ratio, satisfaction with customer service etc.
Often the companies will have a measurement scale, for instance from 1-5, on how satisfied the customer is.
This KPI can either be measured within the survey, or based on survey results.
For instance, if a company measured the customer satisfaction via surveys, reaching an audience of 2000 customers over 1 month period. Out of the total of 2000 responses, 1200 were considered to be satisfied customers. This could be a result of the company considering any rating of 4 and above as satisfied customer (varies based on survey measurement).

Formula:
Total number of satisfied customers / total audience x 100

In our example:
1200/2000 x 100 = 60 %
Hence, 60% of the customers ranked as satisfied in surveys.

KPI Unit: %

KPI Time Frame: update annually

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Here are comments:

KPI Expert This KPI is very important, especially for call center companies. The common types of surveys to use are:

- Outbound telephone survey – proven effective method but fairly expensive and time consuming
- Online surveys via email or via web – this is a very easy to measure and track method, however, it has proven to have a low response rate, around 30%
- Postal surveys are also an option, less expensive but time consuming and difficult to measure
- A new method is Post Interactive Voice Response (IVR) which has had a successful response rate and measurement accuracy

Oana Boteanu | + | October 1, 2012 at 5:33 pm

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