Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction with a company’s brand, products, and services.
NPS is calculated by asking customers a single question: On a scale of 0 to 10, how likely are you to recommend this company to a friend or colleague? And if you want to go beyond measuring willingness to recommend and actually track real referral behavior, tools like ReferralCandy make it easy to see how satisfaction translates into advocacy.
While NPS is a valuable customer satisfaction metric, it’s not the only one you should be measuring. In this post, we’ll cover other key customer satisfaction metrics you can use to measure customer satisfaction beyond NPS and how to use them to improve the customer experience.
1. Customer Effort Score (CES)
Customer Effort Score (CES) is a metric that gauges how much effort a customer had to put into an interaction with your company. It’s an important metric to track because customers who have to put in a lot of effort are more likely to become detractors.
You can measure CES by asking a customer to rate how easy it was to do something with your company. For example, you might ask, “How easy was it to find the information you were looking for on our website?” Customers can then rate their experience on a scale from “very difficult” to “very easy.”
2. Customer Churn Rate
Your customer churn rate is the percentage of customers that stop buying from your business over a certain period of time. This is another metric that can be used to measure customer satisfaction.
If you have a high churn rate, it’s a sign that your customers are not happy with your product or service. If your churn rate is low, it’s a sign that your customers are satisfied and happy with your business.
To calculate your churn rate, you need to know the number of customers who have stopped buying from your business and the total number of customers you have. Similarly, companies often use ENPS survey software internally to track employee sentiment trends, since satisfied teams typically contribute to lower churn and better customer experiences.
3. Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV) is a metric that represents the total amount of money a customer is expected to spend with your business throughout their entire lifetime.
In other words, it’s a prediction of the net profit attributed to the entire future relationship with a customer.
CLV is an important metric to track because it helps you understand the potential of a customer and how much effort you should put into retaining them.
The happier a customer is, the more likely they are to continue to purchase from you and, in turn, increase their CLV. For operational-heavy businesses, especially those using software MRP, CLV often reflects how well internal processes support reliable delivery and service.
4. Social Media Mentions
Social media is a great place to monitor what people are saying about your brand. And, it’s a great place to measure customer satisfaction.
Tools like HubSpot and Mention can help you track mentions of your brand on social media. You can also use Twitter and Instagram’s search feature to look for mentions of your brand.
Look for mentions of your brand and products and services. Are people talking about them in a positive or negative light? What are they saying? How are they describing your brand?
You can also look for mentions of your brand’s social media accounts. Are people tagging your accounts in their posts? What are they saying? Are they posting pictures or videos of your products? If so, what do they look like?
5. Customer Feedback Score (CFS)
The Customer Feedback Score is a metric that’s used to measure how your customers feel about your product or service. Customers are asked to rate their experience with your business on a scale of 1-10, with 1 being the worst and 10 being the best.
The CFS is then calculated by taking the average of all the responses and converting it to a percentage. For example, if the average rating is 8, the CFS would be 80%.
The CFS is a great way to get a quick snapshot of how your customers are feeling. It’s also a good way to identify any potential issues that need to be addressed.
6. Customer Satisfaction Score (CSAT)
CSAT is a metric that measures how satisfied a customer is with a specific interaction or touchpoint with your company. This could be anything from a live chat with a support rep, to a purchase they made, to a webinar they attended.
To measure CSAT, you can ask the customer to rate their satisfaction with the interaction on a scale of 1-5 or 1-10. You can also ask them to rate their satisfaction on a scale of “very unsatisfied” to “very satisfied.”
You can then calculate your CSAT score by taking the number of satisfied customers (those who rated their satisfaction as “satisfied” or “very satisfied”) and dividing it by the total number of customers surveyed. You multiply that number by 100 to get a percentage.
7. Online Reviews
Online reviews are a great way to measure customer satisfaction. When people are happy with a product or service, they’re more likely to leave a positive review.
There are many different review sites that you can use to measure customer satisfaction, such as Google, Facebook, Yelp, and more. Make sure that you monitor all of these sites so that you can get an accurate picture of how satisfied your customers are.
In addition to monitoring online reviews, you can also ask your customers to leave you a review. You can do this by sending them an email after they’ve made a purchase or used your service, or you can ask them in person.
Conclusion
NPS is a great way to measure customer satisfaction, but it’s not the only way. Each of the metrics and methods above can help you understand your customers’ happiness and sentiment in a different way.
To get a complete picture of how your customers feel about your business, consider using a combination of these methods.
