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Customer satisfaction – once a buzzword, now a standard. Not to measure it, is just like asking your clients to unsubscribe from your service. Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not. To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance.

We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies.

Why to even bother?

There are various reasons for that. First, and foremost, because happy Customers are loyal Customers. Customers tend to return when the service or a product they purchased was satisfactory. In fact, when it’s unsatisfactory almost 13% of unhappy clients spread the bad word about the company to over 20 people (according to McKinsey study).

Developing a Customer Satisfaction process will help you to find those unhappy ones and discover what went wrong in their experience. Also, it is crucial for any business to interact and communicate with their clients on a regular basis. This way you can make sure that your clients will get the experience they expect. Moreover, when using Customer satisfaction metrics, you have your finger on the pulse.

Furthermore, taking care of your Customer Satisfaction is… trendy! Last year, a study by Spigit showed that 75% of companies said that their objective was to improve Customer Experience (which includes Customer Satisfaction). There is now a higher than ever level of awareness of this subject, and people noticed that investment in this area is eventually a low-cost opportunity to generate high income.

Below are the crucial Customer Satisfaction metrics to ensure the success of such undertaking.

In the study “Stop Trying to Delight Your Customers” published in the Harvard Business Review, the researchers state that they evaluated the predictive power of CSAT, NPS, and CES on the customer loyalty and it resulted in Customer Effort Score outperforming the others. In this case, the CES power seems to be caused by two factors: “its ability to capture customer impressions at the transactional level (as opposed to NPS, which captures more-holistic impressions of a company) and its ability to capture negative experiences as well as positive ones.”

Authors of the Forbes-published article, “Reducing Customer Effort Is Your Best Investment” argument their statement: “Today’s customers are busy and don’t want to have to jump through hoops to get the help they need, especially if a product breaks or they have issues with service. Reducing customer effort makes life easier for customers and improves their impression of the brand and their overall customer experience.”

If you need help with running effective customer satisfaction surveys, then here are some tips to help you with that.

Get to work and measure the happiness!

Customer Success Metrics infographic

Keeping your clients happy is one of the most curtail factors in maintaining a successful business. The benefits are immeasurable, but to collect them, you have to collect your Customers’ opinion. With the Customer satisfaction metrics listed above, you will be able to assess what is the current state of your clients’ experience, how to prevent any dissatisfaction and keep the clients loyal. The better you’re at analyzing and optimizing, the more impressive will be your Customer service. Therefore, you’ll be able to provide better overall Customer experience. There are many more metrics you could take into consideration, but if you’ve never done it before, it’s better to start with some basic ones, such as NPS.