Recommendation is the best rating
Customer satisfaction is the measure of interaction with the customer par excellence. This and the willingness to recommend the company to others, which is measured in the so-called Net Promoter Score (NPS), determine the long-term success of a company.
INNOFACT therefore measures customer satisfaction for many customers in various markets and industries in Germany and internationally. In this way improvement potentials can be made visible and undesirable developments can be identified at an early stage.
An important key performance indicator (KPI), which is always collected in this context, is the NPS, which provides information in particular on how strongly a provider is recommended – certainly one of the hardest currencies.
The customer satisfaction can be surveyed once or continuously as with tracking – the main thing is that the customer is captured with his feedback.
INNOFACT has extensive experience in measuring customer satisfaction. The first step in the projects is to define the business areas about which the customer is to be surveyed.
For example, in the retail sector, satisfaction with staff, shop design, product range or labelling of goods can be surveyed, whereas in the industry the focus is more on the quality of the field service, pricing, service perception or product quality. In principle, all so-called “touch points”, i.e. interfaces where the customer has contact with his own company, can be included in the evaluation.
INNOFACT uses the Net Promoter Score (NPS) as an important key performance indicator. This key figure is a measure for recommendation. Usually, the respondent is given a scale from 0 to 10, on which he or she must indicate how strongly he or she would recommend the respective company.
The trick is that only the values 9 and 10 are included in the evaluation as genuine recommendations (see figure). The values from 0 to 6 are even deducted by the promoters. This means that the promoters must predominate in the survey so that the company can arrive at a positive value. Definitely a hard currency!
Key figures are regularly collected on customer satisfaction, which provide information on the status of satisfaction with the company.
Exemplary KPIs that INNOFACT regularly measures for its customers in this context are
- Global customer satisfaction
- Detailed customer satisfaction (product, price, distribution, service, presentation of goods, communication)
- Net Promoter Score (NPS)
- A driver analysis can also be used to analyze which factors control and influence customer satisfaction