Customer satisfaction measurement tools can help you collect valuable feedback so that you can make the changes and improvements that make your customers happier and more likely to continue engaging with your business.

Medallia Concierge allows you to survey customers and analyze results using NPS and CSAT survey questions.

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

Customers are surveyed on one single question. They are asked to rate on an 11-point scale the likelihood of recommending the company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on their rating, customers are then classified in 3 categories: detractors, passives, and promoters.

‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service. They, with all likelihood, won’t purchase again from the company, which could potentially damage the company’s reputation through negative word of mouth.

‘Passives’ gave a score of 7 or 8. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them.

‘Promoters’ answered 9 or 10. They love the company’s products and services. They are the repeat buyers, are the enthusiastic evangelist who recommends the company products and services to other potential buyers.

The Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the Net Promoter Score. At one end of the spectrum, if when surveyed, all of the customers gave a score lower or equal to 6, this would lead to an NPS of -100. On the other end of the spectrum, if all of the customers were answering the question with a 9 or 10, then the total Net Promoter Score would be 100.

Customer Satisfaction Score (CSAT) measures customer satisfaction with a business, purchase, or interaction. It's calculated by asking a question, such as "How satisfied were you with your experience?" There's a corresponding 1-5 survey scale.

One of the advantages of a CSAT survey is its simplicity, it's an easy way to close the loop on a customer interaction and determine whether or not it was effective in producing customer happiness. If for some reason the experience wasn't satisfactory, it's easy to pinpoint that moment and take actions to remedy the experience.

Another advantage of the CSAT survey is that you can track customer satisfaction over the entire customer lifecycle.

Learn more about how you can create NPS and CSAT surveys.