Customers satisfaction & loyalty KPI's

Our consultants will support your business in defining the best key performance indicators (KPIs) for your industry that best measure customer satisfaction and loyalty such as:

• Net Promoter Score (NPS): This is a customer loyalty metric that asks customers how likely they are to recommend your business to others on a scale of 0 to 10. A high NPS score indicates that customers are likely to be loyal to your business.
• Customer Satisfaction Score (CSAT): This is a customer satisfaction metric that asks customers to rate their satisfaction with a specific aspect of your business on a scale of 1 to 5. A high CSAT score indicates that customers are satisfied with your business.
• Customer Effort Score (CES): This is a customer satisfaction metric that measures how easy it is for customers to do business with your company. A low CES score indicates that customers find it easy to do business with you.
• Customer Churn Rate: This is a metric that measures the percentage of customers who stop doing business with you over some time. A low churn rate indicates that you are retaining your customers.
• Repeat Purchase Rate: This is a metric that measures the percentage of customers who buy from you again within a certain period. A high repeat purchase rate indicates that your customers are satisfied with your products or services.
• Customer Lifetime Value (CLV): This is a metric that estimates the total amount of revenue that a customer will generate for your business over their lifetime. A high CLV indicates that your customers are valuable to your business.

These are just a few of the many KPIs that you can use to measure customer satisfaction and loyalty. The specific KPIs that you track will depend on your business and your goals. However, by tracking these KPIs, you can gain valuable insights into how your customers are feeling about your business and what you can do to improve their satisfaction and loyalty.