Net Promoter Score (NPS) is a highly popular loyalty metric that companies use to gauge how likely their customers are to recommend their products or services.
About the Customer Journey Map TemplateThis free customer journey map template is designed to quickly and easily build relatively detailed maps for multiple brand personas. Customer journey maps are an effective way of identifying how potential customers make their way to your brand and ultimately become loyal advocates.Download the free template here… customer-journey-map-Excel-templateThe template gives
While the net promoter score has become widely used, it is likely to have limited value and be used with care. This article outlines The Case Against NPS in a Nutshell.
The two dimensions of customer satisfactionThe customer’s assessment of their satisfaction following a purchase and consumption of a product involves a comparison of two views:What were their EXPECTATIONS of value prior to purchase?What was their perception of the value delivered AFTER purchase?The consumer will engage in a mental comparison and make statements like:I am disappointed
When a firm or brand strives to create and distribute a product that delivers utility for the end consumer, there are five types of different utilities that may be generated, these are: Form utility, Task utility, Time utility, Place utility, and Possession utility.
List of SERVQUAL QuestionsBelow is a table (and a diagram at the bottom) containing the 22 questions originally used to construct the SERVQUAL model. There are several issues to note about the structure of the SERVQUAL questionnaire:About half the questions are posed as a negative question (as highlighted in the below table). This approach was
Learn about the key differences between service quality and customer satisfaction in marketing and customer service. Find out why it’s important for companies to achieve both high levels of service quality and customer satisfaction for long-term success.
Is a High Customer Satisfaction Goal Worthwhile?The ongoing pursuit of high customer satisfaction (CSAT) scores may have a negative impact on the firm’s profitability over time.While there are substantial benefits stemming from high CSAT, it is important to balance both the needs of the firm and its customers.Because of the interplay between the consumer’s expectations
Overtime most customers will be “just” satisfiedMany organizations find it frustrating that their customer satisfaction (CSat) scores reach a plateau and it becomes very difficult to achieve real increases in CSat. However, this is caused “naturally” and, overtime, all firms will find that their customer base primarily fits into the “just satisfied” range on their