Customer Satisfaction

Why it’s important

Customer Satisfaction is a reputation metric which can be used as a means of evaluating how clients perceive the quality of your performance, product or service. Strong Customer Satisfaction highlights brand loyalty and increases the likelihood of repeat business or of a recommendation. Conversely, a negative result should be treated as a warning requiring further investigation. An unhappy customer may indicate a weakness in the quality of service provided that could limit future growth.

How to create itĀ 

Step One

To create our metric in FUTRLI we’ll first need to survey our Customer Base by asking them to rate the quality of one or various aspects of the service we provide, out of a number, such as five or ten. A common way of measuring Customer Satisfaction is to use a Net Promoter Score, which is a measurement out of 10 of how likely the Client or Customer would be to recommend your services. If only surveying a small number of customers, you may wish to become more targeted, giving you opportunity to followup and dig deeper into their responses and to see how the individual responders change in their view overtime as a result of the steps you’ve taken. Below we’veĀ imported the individual names of each of those surveyed and structured our non-financial import as follows:

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Alternatively, if surveying a large number of customers, it would be more efficient to use FUTRLI’ Child fields to distinguish between the various scores given and then use the results field to indicate the number of individuals who rated the firm’s service accordingly.

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Step Two

When reporting on Customer Satisfaction, the most time consuming element will involve surveying customers and then collating that data. Once imported you can create a report on Customer Satisfaction by simply select the Non-financial parent line you’ve imported.

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As you receive more responses, you can simply upload the results to the same Parent category and your Card will automatically update.

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