NPS® & nbsp; and CSAT: Are your customers happy and loyal to your company?

NPS® & nbsp; and CSAT: Are your customers happy and loyal to your company?

The e-commerce changed forever the relationship between customers and companies, who needed new forms of communication to replace the “face” of the traditional trade. From now on, What would be the most effective way to know the level of customer satisfaction?

It was in this context that the surveys were raised as an excellent alternative to measure the happiness of customers, both short and long term.

In this article we will focus on two indices valuation of product or service: CSAT and NPS®.

CSAT (Customer Satisfaction Score) or Customer Satisfaction Scale

It is measured by a survey to the customer immediately after ending its interaction with the company (subsequent delivery of the product). It works like this : A survey by telephone, E-mail or SMS on the quality of service can qualify on a scale of 1 to 5, where 1 is “not satisfied” and 5 “Very Satisfied” is performed.

csat-short-beetrack-4.png

Fragment of the email notification delivery of a product to the end customer

CSAT beetrack Service

After submitting the overall assessment, the user is redirected to a section where you can deliver a detailed assessment Shipping, Customer Service and Product.

Why apply CSAT in Beetrack?

The immediate view of your customers after completing the interaction with your company is a good way to know your perception about your product or service. Being a recent experience, your opinion will be descriptive and detailed, leaving open the possibility of identifying error patterns in the process .

csat-short-beetrack.pngView of evaluation generally the users on the platform

A product that always has flaws, a low rating in the office the same carrier, among other things, give us lights to make concrete improvements in our logistics management.

TEST BEETRACK

 

NPS® (Net Promoter Score)

The Net Promoter Score measured on a scale of 0 to 10 the probability that a customer will become a promoter of your products and services. The objective is to know your opinion in the long run, raising the question: What is the likelihood to recommend the company to a friend or acquaintance?

According to the user’s score, the answers are classified as follows:

  • Promoters : Qualify the product or service with 9 or 10, so that they would recommend your company to their circles. They have had a good experience and want to share it .
  • Liabilities : Qualify the product or service with a score of 7 or 8, which expressed a degree of dissatisfaction will not actively recommend your company.
  • Detractors : Qualify your product or service from 0 to 6, which expresses a high level of dissatisfaction. The company did not meet their expectations, so they will look better choices and discourage your circle if you are thinking of acquiring.

 

This is the formula for calculating the NPS®:

Detractores% -% Promoters Promoter Score = Net ®

Pasted image at 2017_06_12 05_06 PM.png

View overall assessment of the Net Promoter Score®

Net Promoter Score® applied to a random sample of customers in a range of about 4 to 6 months after the end of the interaction . Knowing why your score can become a useful tool to optimize the weaknesses of your business and implement changes to increase NPS®.

Why we apply NPS® in Beetrack?

The best indicator that your business is moving in the right direction is the satisfaction of your customers. In the logistics area, the Last Mile is a stage that can define success or failure of your operation , so we put special emphasis on improving the management of deliveries at all stages.

With Beetrack our goal is clear: Deliver efficient distribution management that provides visibility and control of the process, both companies and the end customer .

Analyze the performance of our operations, achieve better delivery and make customers happy, are some of the actions that will provide a better experience and transform them into the best voice of our company.

TEST BEETRACK

 



Leave a Reply

Your email address will not be published. Required fields are marked *