Customer Satisfaction Surveys (NPS)
Customer Satisfaction Surveys (NPS) — What Are They?
Customer satisfaction surveys help you assess how customers rate your products, services, and overall experience. The survey allows you to determine customer expectations, evaluate the quality of service, and identify areas for improvement.
One of the most important metrics is NPS (Net Promoter Score), which measures customer loyalty and the likelihood that customers will recommend your company to others.
When Should You Conduct Customer Satisfaction Surveys?
Assess customer satisfaction and loyalty
Measure the NPS score
Identify the causes of customer dissatisfaction
Evaluate the quality of customer service
How is the customer satisfaction survey conducted?
Research Process:
- Defining the objectives of the study and the indicators to be assessed.
- Development of the questionnaire (NPS and additional questions).
- Conducting surveys online (CAWI), by phone (CATI), or in person (F2F).
- Data Analysis and Calculation of the NPS Metric.
- Presentation of results and recommendations.
