Customer satisfaction software inside your shared inbox

There are many ways to measure customer satisfaction, the most used metrics are CSAT ( for Customer Satisfaction Score), NPS (for Net Promoter Score) and CES (For Customer Effect Score). CSAT is a time-tested metric, the higher, the better. NPS is a one-dimensional metric. CES is different from the previous ones because the lower the better. Note that taken individually, each of these metrics doesn't have lots of value for a business. To measure customer satisfaction, you should combine NPS, CSAT and CES.

Customer satisfaction is a crucial concept for customer experience professionals that need to understand, segment and analyze to understand how the customer perceives his journey throughout the product or service they offer. Customer satisfaction is about the ability to deeply understand how the customer or lead feels and interacts with your brand and your company as a whole. It is measured using customer satisfaction survey, giving companies a view on customer loyalty and customer referral.

Improving your customer satisfaction is not rocket science. It's a methodical process that goes along different actions: listen to customers, start to be proactive, be honest and transparent about your product and your service, and understand your customers. Sounds like a simple plan, right? When you drill down to these different points, you'll understand that it takes a few steps to nail it and improve your customer satisfaction. At Crisp, we give you the keys to do so, check it out 🛫.