Understanding and effectively using performance indicators is essential for improving customer satisfaction and optimizing point-of-sale operations. Statistics provide valuable insights into your customers' expectations and experiences. By understanding these indicators, you can identify the strengths of your service, spot areas needing improvement, and implement concrete strategies to meet customer needs.
The main indicators on our platform include the NPS (Net Promoter Score), Customer relationship score, Customer satisfaction score, and E-reputation score. You can view a summary of your indicators by clicking on 'Overview' in the sidebar.
NPS
The Net Promoter Score (NPS) is a key indicator that measures the likelihood of your customers recommending your store to others.
It is calculated by asking customers a simple question: "On a scale of 0 to 10, how likely are you to recommend our store to a friend or colleague?" The responses are then categorized into three groups: promoters (those who give a score of 9 or 10), passives (scores of 7 or 8), and detractors (scores of 0 to 6). The final score is obtained by subtracting the percentage of detractors from the percentage of promoters. A high NPS indicates that most of your customers are satisfied and willing to recommend your store, which is a good indicator of customer loyalty and satisfaction.
Let's take this example to illustrate the NPS calculation. Suppose you collected responses from 17 customers to the question: "On a scale of 0 to 10, how likely are you to recommend our store to a friend or colleague?" Here is the distribution of the responses you received (see the screenshot):
- 8 customers (47%) gave a score of 9 or 10 (Promoters)
- 6 customers (35%) gave a score of 7 or 8 (Passives)
- 3 customers (18%) gave a score of 0 to 6 (Detractors)
To calculate your NPS, subtract the percentage of Detractors (18%) from the percentage of Promoters (47%), which gives an NPS of 29:
Determining if your NPS meets standards
- Negative NPS: Indicates more Detractors than Promoters. This is a sign that significant improvements are needed.
- NPS from 0 to 30: This indicates that you have more Promoters than Detractors, but there is still room for improvement.
- NPS from 30 to 70: Considered good. It means you have a healthy number of Promoters and a relatively low number of Detractors.
- NPS of 70 and above: Excellent. This indicates a high level of customer satisfaction and loyalty.
📝 This can vary by industry/sector.
📚To learn more about the NPS score and NPS statistics analysis, see this article.
Customer relationship score
The customer relationship score represents your level of engagement on the platform. This score, out of 5, reflects your performance for the selected month. It is calculated based on three key indicators: response rate, response time, and response quality.
📝 Your results are locked on the 4th of each month.
Tips for improving your score
- Empty your inbox: Respond to every message to maintain a 100% response rate.
- Respond quickly: Aim to reply within 24 hours to ensure a response time of less than 48 hours.
- Use best response practices: Consult our dedicated article to learn more about the best practices to follow.
To learn more about the customer relationship score, see this article.
Customer satisfaction score
Customer satisfaction is a key indicator that directly measures the level of satisfaction of your customers following their experience at your establishment. This indicator is essential for assessing and improving the quality of your services.
Our platform offers two types of customer satisfaction scores: SAT and CSAT.
- Customer Satisfaction Score (SAT) is rated out of 5 and is based on responses to the starred questions in surveys sent by email:
- Customer Satisfaction Score (CSAT) is the average of responses to the CSAT question in a questionnaire. Example questions might include:
- "On a scale of 1 to 10, how satisfied are you with our customer service today?"
- "How would you rate your overall experience with our store?"
- "On a scale of 1 to 10, how would you rate the quality of our delivery service?"
To differentiate between the CSAT and SAT scores, our platform uses a medal icon for the CSAT.
📚To learn more about the Customer satisfaction score, visit this article.