{"id":11462,"date":"2022-05-01T14:02:09","date_gmt":"2022-05-01T14:02:09","guid":{"rendered":"https:\/\/www.revuze.it\/?p=11462"},"modified":"2022-05-01T14:02:09","modified_gmt":"2022-05-01T14:02:09","slug":"how-to-generate-a-customer-satisfaction-analysis-report","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/how-to-generate-a-customer-satisfaction-analysis-report\/","title":{"rendered":"How To Generate a Customer Satisfaction Analysis Report"},"content":{"rendered":"

When your customers are not satisfied with the services you provide, they tend to look elsewhere for their next set of purchases. In the age of eCommerce, where alternative providers are easy to find, over <\/span>80% of customers<\/span><\/a> are ready to switch companies after merely a single bad experience. This is very bad news if you want to stay in business, since it\u2019s generally much much easier and cheaper to retain existing customers than it is to attract new ones.<\/span><\/p>\n

While it\u2019s expected that there will be some people walking away unsatisfied, you need to keep track of the levels of <\/span>customer satisfaction<\/span><\/a> you provide and act on any deficiencies you notice. There are several metrics which you can use to measure customer satisfaction, with the choice of which to use being up to you depending on your specific needs.<\/span><\/p>\n

[banner_text text=”Get granular insights for any industry” button_text=”Learn more” button_link=”https:\/\/www.revuze.it\/products\/revuze-explorer\/”]<\/p>\n

What Does a Customer Satisfaction Report Aim To Do?<\/b><\/h2>\n

The ultimate goal of a customer satisfaction data analysis report is to measure customer satisfaction levels. This might seem straightforward, but depending on what it is you\u2019re looking at specifically you will want to use different metrics.\u00a0<\/span><\/p>\n

There are a myriad of ways to get information, but all have a fatal flaw \u2014 you only get answers to the questions that you put on your survey! How specific are you supposed to be in your survey questions? The more specific your questions the more quantifiable your data will be, but overall less specific too as your customers are limited in expressing their views. Using several metrics will give you a good handle on different perspectives, but in turn will make your data harder to analyze.<\/span><\/p>\n

\"Revuze<\/b><\/h2>\n

Types of Customer Satisfaction Metrics<\/b><\/h2>\n

There are several different metrics you can use in order to measure your customer satisfaction score. Below we\u2019ve listed a few of the most useful and commonly used ones, and a little bit of information about them.<\/span><\/p>\n

Customer Satisfaction Score (CSAT)<\/b><\/h3>\n

The customer satisfaction score is a direct measure of the satisfaction customers had with a particular interaction or process they went through with your organization. It\u2019s usually measured using a scale from one to five, with one being extremely dissatisfied and five being extremely satisfied. Those who rated the interaction a four or five out of five are counted as satisfied customers, with all others being dissatisfied. The percentage of customers who are satisfied with your service is your CSAT score.<\/span><\/p>\n

The CSAT scale is good for fine details, as each interaction can be rated out of five to get a look at the overall quality of each step in an interaction. You should be aware, however, that there is a cognitive bias involved – people tend to fixate on a standout experience, whether good or bad – thus your responses are likely to be biased towards the extremes.<\/span><\/p>\n

Net Promoter Score (NPS)<\/b><\/h3>\n

The <\/span>net promoter score<\/span><\/a> is used in cases where you want to look at the long-term customer satisfaction and\/or loyalty to you and your brand. NPS looks at the overall experience a customer has had with you, rated as a percentage of those who would promote you vs those who would actively discourage others from interacting with you.<\/span><\/p>\n

The NPS has been criticized as flawed by some due to its methodology, which actively ignores those who seem indifferent. The method assumes that, due to the human tendency to only create buzz after either a very good or very bad experience, others who those indifferent customers come into contact with will have no impact on your overall reputation.<\/span><\/p>\n

Customer Effort Score (CES)<\/b><\/h3>\n

The customer effort score is different to the previous two metrics, as it measures not the experience but the amount of effort that a customer had to put in in order to get what they wanted out of an interaction with you. It\u2019s usually measured in a percentage, similar to CSAT, with customers rating your interaction out of seven and those who score five or above being counted as satisfied.<\/span><\/p>\n

CES is one of the <\/span>strongest predictors<\/span><\/a> of whether a customer will return to you, as many consumers seem to prefer settling for a lower quality product or service that is easier to obtain. Think about it – would you fly all the way to another country simply to obtain a slightly better quality product, or settle for one you can find in your local high street?<\/span><\/p>\n

\"processed<\/span><\/p>\n

How To Collect Your Data<\/b><\/h2>\n

Once you\u2019ve decided on a metric to measure, you need to decide on your method. The most common way of gaining data for customer satisfaction scores is surveys, both at the point of sale and after the fact.\u00a0<\/span><\/p>\n

The layout and style of your survey is decided for the most part by the metric you\u2019ve chosen, however you can add more questions if you feel like it. Remember though, while shorter surveys give you less information they are more likely to be completed!<\/span><\/p>\n

The metrics described earlier generally have the following layouts:<\/span><\/p>\n