Customer metrics are an important way to measure your marketing campaign successes. Are you measuring these?
CSAT
The customer satisfaction score, or CSAT, is obtained by sending out surveys that ask customers to rank their experiences interacting with your site. Questions often offer a score, but you can also offer open-ended questions for more details.
NPS
The NPS, i.e. Net Promoter Score is an indicator of customer loyalty. This metric lets you see how satisfied your customers are and how likely they are to recommend you to friends.
Social media
Social media metrics let you discover how many mentions you get on social media, allowing you to filter through both positive and negative references. It’s really important to see what customers are saying about you on public platforms, and to work out how you can turn around any negative reviews.
Churn metrics
If you ask customers for a reason when they unsubscribe from your services, you can gain insight into the churn metrics. You can set this up to take place during the cancellation process or as a follow-up email. If you want the help of a professional data analysis company, then consider specialists like //shepper.com/.
Resolution time
Inevitably, issues arise when interacting with customers, but it’s how you resolve them that matters. Resolution time metrics show how long it takes for tickets to be closed, indicating whether you are solving problems quickly for your customers. Fast resolutions are important to customers, and can be the difference between them staying loyal or going elsewhere with their business.