Customer Satisfaction Metrics
Quantitative measures used to evaluate customer satisfaction, which are critical for assessing the success of the account plan and identifying areas for improvement.
Implications
The key performance indicators (KPIs) used to measure how satisfied customers are with a brand, product, or service, often including metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) score, and Customer Effort Score (CES).
Example
Example: A telecommunications company tracks customer satisfaction metrics by regularly surveying customers and monitoring NPS, using the results to improve service quality and reduce churn.
Related Terms
Different from customer loyalty metrics, which measure long-term commitment, satisfaction metrics focus on customers� immediate feelings and experiences with the brand.
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