NPS With a Difference
‘The Net Promoter System’ is widely recognised as the world’s most popular Customer Satisfaction measure.
Satalyics helps your Ecommerce business make the most of NPS, with key additions:
- Satalytics is the first NPS based tool dedicated to Ecommerce companies.
- We build upon NPS, allowing you to understand the drivers between satisfaction, or dissatisfaction, and how to build on top of it.
NPS for Ecommerce
Customer Satisfaction Measurement is common in many industries – from hospitality, to manufacturing, to sales. We’ve taken our experience across hundreds of Ecommerce sites, and built Satalytics to be the best tool to measure and improve customer satisfaction for Ecommerce.
We recognise the many differences between Ecommerce and other industries: The importance of satisfaction in conversion rates, in repeat order rate, the need to see customer satisfaction at a product and category level, and the need to join customers’ purchase history with their satisfaction data.
Most ecommerce professionals understand the loyalty, conversion, and word of mouth benefits of improving customer satisfaction, but…
- Many ecommerce business don’t systematically work to improve customer satisfaction at all.
- Among those who do measure customer satisfaction, recording is low: Often less than 30% of customers have a known satisfaction score.
- Many “measure for measurement’s sake” – very little action is taken based on the data, and sometimes the data is not in an actionable form at all.
We built Satalytics to address much of the above.
We automate the process of gathering & reporting Net Promoter Score for Ecommerce businesses, and we help you to use it to grow your business and your results
Net Promoter Score?
Net Promoter Score is the world’s most widely used satisfaction measure, used by more than two thirds of the Fortune 1000. Companies use NPS to benchmark their customer satisfaction, and understand whether their customers are likely to remain loyal, and their companies therefore likely to grow.
NPS is based around the simple question “How likely is it that you would recommend [brand] to a friend or colleague?”. The question is almost ubiquitous in customer support, and in service businesses. It’s equally applicable to ecommerce businesses, and just as powerful, but many struggle to implement it in an impactful way.
After working across dozens of ecommerce businesses, we found:
Most ecommerce professionals understand the loyalty, conversion, and word of mouth benefits of improving customer satisfaction, but…
- Many ecommerce business don’t systematically work to improve customer satisfaction at all.
- Among those who do measure customer satisfaction, recording is low: Often less than 30% of customers have a known satisfaction score.
- Many “measure for measurement’s sake” – very little action is taken based on the data, and sometimes the data is not in an actionable form at all.
We built Satalytics to address much of the above.
We automate the process of gathering & reporting Net Promoter Score for Ecommerce businesses, and we help you to use it to grow your business and your results.
NPS tells you the “what” (what is your current satisfaction rating), we build on this with the “who” and the “why”: Showing you at an individual customer level who is unhappy, who is satisfied, and who are your biggest advocates. When we spot unhappy customers we also probe for the “why”: Why are they unhappy? How can you fix individual customer issues, and how can you solve the root causes of dissatisfaction with your website, your product, or your service.
Industry Leading Response Rates
Many customer satisfaction tools get response rates between 15-25%. Satalytics regularly gathers satisfaction scores from 50-70% of customers. The change in volume here makes a huge difference. For every 1,000 orders, we offer satisfaction data for 250 more customers than many of the world’s most popular satisfaction measurement tools.
Every piece of satisfaction data we automatically gather is joined with customer transaction data, providing you with a rich set of insights to grow and enhance your business. All of our reports are designed to take you from the top level right the way through the detail to individual customer level. For example: Click the ‘feedback’ number above & you’ll see the complete list of all 105 pieces of feedback within the period, categories by topic, with sentiment analysis ratings.
Click any piece of feedback to see the customer who left it, their complete transaction history, lifetime value, and any notes on their account. This allows you to tackle customer satisfaction at the top level, through patterns among feedback, or by rescuing individual high-value customers.
