How to measure Customer Experience for your product
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Have you ever come across these 2 questions while on a website?
How would you rate your overall satisfaction with the service you received?
How likely is it that you would recommend us to a friend or colleague?
Well, these are not some random questions that companies have added to annoy you. They have added them to measure the customer experience metrics.
There are 2 widely used customer experience metrics.
CSAT — Customer Satisfaction Score
CSAT measures customer satisfaction regarding the product/services. CSAT usually focuses on recent purchases/transactions.
CSAT is more transactional. That is why the website asks you for your satisfaction with the service you received.
NPS — Net Promoter Score
NPS measures the overall relationship of customers with the company. For measure NPS, the website asks you how likely you would recommend the website to your friend or colleague.
NPS is usually for how customers feel about the brand over the long term.
These 2 are very important metrics and can help you improve your product/services that might eventually get you more customers.
I have also written about 7 SaaS metrics that you need to know for your products.
Cheers!!
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