Loyaltors®
WHY CUSTOMER EXPERIENCE MATTERS
It’s critical to measure customer satisfaction, as 50% of customers will switch to a competitor after just one bad experience.
The competition is no longer about price or product – customer experience is the number one differentiator between brands.
There are several ways to measure customer experience such as using surveys to measure Customer Satisfaction (CSAT):
- Net Promoter Score (NPS) to segment your audience
- Happy Index, developed by HappyOrNot and very efficient in identifying the WHEN and WHERE improvements are required.
- Customer Effort Score (CES) to find bottlenecks in your customer journey,
- Churn Rate to find out where you’re losing the most business, and
- Lifetime Value (LTV) to find out which customers stay the longest and why
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