Satisfied customers play an essential role in the overall success of your online business. When customers enjoy not only your products and services but also the entire experience of interacting with your brand—whether it be through your customer service team or any digital tools they may use—they tend to become more loyal to your business.
This loyalty increases the likelihood of repeat purchases and encourages them to become ambassadors for your brand. Satisfied customers are often more willing to recommend your business to others, providing powerful word-of-mouth marketing and helping you attract new customers.
In turn, this fosters a more valuable customer base, driving greater profitability for your e-commerce business.
The Net Promoter Score (NPS) is a widely used metric that gauges customer loyalty by asking a simple question: “How likely are you to recommend our product or service to others?” Respondents answer on a scale of 0 to 10, with those scoring 9-10 considered "promoters," 7-8 as "passives," and 0-6 as "detractors."
To calculate NPS, subtract the percentage of detractors from the percentage of promoters. The resulting score can range from -100 to 100. A positive score indicates a strong likelihood of recommendation, while a negative score highlights areas of concern.
Properly measuring NPS involves consistent monitoring, asking follow-up questions to understand the reasons behind the score, and segmenting results by customer demographics or purchase behaviour. By acting on NPS insights, companies can foster stronger relationships with their customers and drive growth.
The Customer Satisfaction Score (CSAT) measures customers’ immediate satisfaction with a specific interaction, service, or product. Typically gathered through short surveys after a transaction or interaction, CSAT asks customers to rate their satisfaction on a scale from 1 to 5 (or similar).
To calculate CSAT, divide the number of satisfied customers (those who rated their experience 4 or 5) by the total number of respondents, and multiply by 100 to get a percentage.
CSAT is highly effective in identifying how well a business is meeting customer expectations at a granular level. It is crucial to regularly gather and analyse this feedback, then take corrective actions where necessary to address customer pain points and improve satisfaction.
Both average response time (the time it takes for a company to respond to a customer inquiry) and average resolution time (the time it takes to resolve the issue) are vital in shaping customer perception.
Quick response times show customers that their issues are a priority, while a prolonged delay can lead to frustration. Similarly, swift resolution times indicate efficiency and attentiveness, whereas long delays might result in dissatisfaction.
Businesses should track these metrics and aim for improvements over time. Implementing automation, providing thorough training to support staff, and optimising workflows are effective strategies for reducing response and resolution times. Ultimately, a faster response and resolution process enhances overall customer satisfaction, leading to stronger loyalty and better retention rates.
To calculate CSAT, we determine the percentage of satisfied customers—those who gave a rating of 4 or 5. The formula is:
This metric helps us understand customer satisfaction with individual interactions but does not reflect long-term loyalty.
The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters:
NPS provides a long-term view of customer loyalty and is often combined with CSAT to give a fuller picture of customer satisfaction.
We collect CSAT and NPS data using automated systems. For CSAT, we may initiate a follow-up call, SMS, email, or display a rating scale after a chat or email exchange. NPS is often included as a supplementary question during these surveys to assess long-term customer sentiment.
At Daktela, we offer our e-commerce customers the flexibility to set their own customer satisfaction metrics for chats and emails. This can be easily done by creating templates directly within Daktela, such as NPS surveys for chats and emails, that could be managed by users without any external assistance. We provide a pre-configured template that can be customised to suit your specific business requirements. Each template is designed using HTML code, and once created, it can be added to a queue or chat connector. After every interaction, the template is automatically displayed to the customer, allowing for immediate feedback.
For calls and other frequently used channels, we recommend setting up customer satisfaction metrics using templates that are triggered by specific actions, such as an IVR (Interactive Voice Response) after a call, or an SMS or email. Please feel free to collaborate with us to ensure these metrics meet your expectations. Our team will manage the entire setup process for you. This NPS feature functions as a trigger, responding to your agents' activities and enabling you to capture essential customer feedback and insights.
Once everything is set up, supervisors can monitor agents based on:
Team leaders can easily export these scores for further analysis. This data allows you to engage with your customers to understand how your services can be improved. If you receive consistent negative feedback linked to specific agents, it can also help you take steps to enhance that agent's performance, ultimately leading to a better overall customer experience.
At Daktela, we highly value our customers, and we are proud to offer exceptional training programmes delivered by our skilled coaches. They are always ready to provide you and your call centre agents with comprehensive training to enhance your experience with Daktela’s omnichannel solution, ultimately helping you to excel in delivering outstanding customer care.
Once we faced the usefulness of customer satisfaction metrics ourselves. This story was told by our Chief Operating Officer Karel Vůjtek, and we would like to share it with you:
"Karel Vůjtek: Hello!
We’d like to share a great example of how we transformed a challenging situation into a positive one. While reviewing CSAT feedback from our customers, we noticed that one of them consistently provided us with lower ratings. After looking into it, we discovered that she was having trouble understanding the full potential of our product and was frustrated that it wasn’t meeting her expectations.To address this, we offered her our Greenhorn training (even free of charge). She was very engaged throughout the process, and by the end, she was extremely satisfied. Not only did she give us excellent feedback on the training, but she also shared her positive experience on LinkedIn!
This experience highlights how useful CSAT can be, and how a combination of internal and external collaboration can create great outcomes during training sessions. Thanks to @Martin Mraz for helping to make this a success!"
Daktela is the leading provider in the customer interaction management market, boasting over 18 years of experience. As the top company in this field, Daktela specialises in offering advanced tools for the collection and analysis of customer data, making it an essential solution for businesses seeking to improve customer experience and streamline communication.
An important aspect of the service we provide is the regular checking of current market demands - the range of functions we offer is therefore always up-to-date.
Daktela’s focus on innovation and customer satisfaction sets it apart. Its tools not only enable the effective collection of customer data but also provide businesses with powerful analytics capabilities to optimise operations and elevate customer service. The company’s longstanding success and extensive experience solidify its position as the market leader in customer interaction management.
At Daktela, we understand that our services succeed not only through our customers' experiences but also because we actively use them ourselves. With this in mind, we highly recommend reaching out to our experts today to enhance your business efficiency and, as a result, boost your revenue for tomorrow.
