Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely used metric that gauges assesses customer loyalty and satisfaction by categorizing . It categorizes customers into three groups: promoters, passives, and detractors . Promoters are customers likely based on their likelihood to recommend a product , while detractors express dissatisfactionor service. The NPS is calculated by subtracting the percentage of detractors from the percentage of promotersformula is expressed as:
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This calculation provides a numeric representation of customer advocacy. A high NPS indicates strong customer advocacy loyalty and often correlates with business growth. ConverselyOn the contrary, a significant number of detractors can signal issues in the customer experience, prompting businesses to address and improve enhance areas of concern. Beyond its quantitative value, NPS offers qualitative insights into product features' popularity, influencing teams to innovate and enhance user experience for sustained customer satisfaction and loyalty.
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score is a metric that quantifies the level of customer satisfaction with a product or service feature. Typically measured on a scale of 1-10 or 1-5, the CSAT score is calculated using the formula:
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This straightforward metric provides businesses with a numeric representation of customer satisfaction, allowing leaders and teams to assess the perceived quality of their offerings. A high CSAT suggests strong approval, while a lower score may prompt leaders to consider more in-depth, qualitative investigations into customer satisfaction. CSAT is a valuable tool for continual refinement of products and services to meet and exceed customer expectations, ensuring sustained customer loyalty and contentment.
Customer Effort Score (CES)
Customer Effort Score is a metric designed to measure the ease with which customers can complete a specific task or resolve an issue when interacting with a company. The calculation for CES typically involves customers rating their experience on a scale based on the perceived effort required. The formula for determining CES is represented as:
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A lower CES score indicates a smoother and more efficient experience, while a higher score may suggest areas that need improvement. Analyzing CES helps businesses refine processes, streamline services, and enhance overall customer satisfaction by minimizing the effort customers need to expend in their interactions. This metric provides valuable insights into customer experiences and plays a crucial role in ongoing efforts to optimize service delivery.
Customer Advocacy Score (CAS)
Customer Advocacy Score evaluates the level of customer advocacy by assessing customers' willingness to recommend a product or service to others. This metric is often derived from customer surveys or feedback. The formula for CAS involves calculating the percentage of customers who express a high likelihood of recommending the product or service:
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A high CAS indicates a strong base of satisfied customers willing to promote the brand, contributing to overall customer success.
Customer Loyalty Index (CLI)
The Customer Loyalty Index quantifies the likelihood of customers to maintain enduring loyalty to a brand or company. Calculated through a combination of customer behavior, repeat purchases, and engagement metrics, CLI provides insights into the sustainability of customer loyalty over time. The formula for CLI can be adapted based on business objectives but often includes factors such as repeat purchase rates, customer tenure, and advocacy metrics. A potential representation of the CLI formula might involve:
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A higher CLI suggests a more robust foundation of customer loyalty, signifying a sustained and positive customer relationship with the brand.