We use NPS (Net Promoter Score), but with a few crucial differences. We know some are critical of NPS, but we’ve built on it to the point we’ve seen millions of transactions, and measured the additional loyalty built when the information is actually used. We know it’s common to see low response rates of 2-5%, but our satisfaction measurement regularly gets response rates of 50% and above.
By maximising that response rate, we can also spot trends like: Days where satisfaction measurably dips due to a bad product rollout; VIPs who’ve gone from being happy 100% of the time buying on desktop, to suddenly saying they’d never recommend you after a purchase on a phone; Trends that indicate something’s wrong with a particular product line, or with a particular payment method, or a particular fulfilment partner.
Customer Satisfaction is what it’s all about but, whereas many pay lip service to it, Satalytics gives you the tools to actually achieve it.