Customer Satisfaction Metrics

Customer satisfaction metrics are ways to measure customer experience at different stages of the customer journey. They are a way to understand how customers perceive how a brand interacts and treats them. This perception has the potential to influence the way they do business with a company.

NPS, CSAT, and CES are the most commonly used customer satisfaction metrics

Why they are important

Analyzing customer satisfaction metrics gives you data and insights that you can use to improve your relationship with customers and as a result, grow your business. 

Understanding customer satisfaction metrics during onboarding gives you an idea of what retention might look like for the current customer so you can include this in your Customer Health Score or handoffs. Besides, it can help you understand how you can make your onboarding processes easier and smoother for your customers and make improvements to your processes and systems for future customers.

Best practices

There are several Customer Satisfaction metrics that you can use for onboarding, but the most common ones are CSAT, NPS, and CES. Pick one that works for you. Here are some guidelines:

1. Onboarding CES works best if your onboarding process is complex and long-drawn. You can use the feedback after, to progressively improve and simplify the process. 
2. Onboarding NPS is a simple metric that works well if you have a simple onboarding process. Onboarding CSAT: While NPS measures overall satisfaction, CSAT is most effective in cases where there are different onboarding journeys based on different features and the values they provide different sets of users or cohorts. When you are farther along your customer journey, you could also introduce intermediary CSAT ratings for key tasks or phase completion. 
   

With Customer Satisfaction metrics, timing is everything. The more accurately timed your feedback collection, say after milestones where value is realized or after key phases of onboarding, the more reliable the result and the more useful it is for you to act on.