How do you measure customer satisfaction on your product?
Vikram Sahu ꩜
37 replies
Any product, technique, or growth hack that you use to measure how happy your customers are? ( except reviews )
Replies
Simon Blok@simonblok
MockMagic
I use a feedback tool (I use Appzi) where users can easy/quick give there opinion, tips, etc... key is to make it as easy and quick as possible to give your feedback. Curious if there are other experiences on this topic!
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Emaildojo by Netcore Cloud
@simonblok thanks for sharing. Glad that Appzi minimizes the efforts of customer while giving feedback. I will surely give it a try. Also yes this is very small topic but vital for growth of product.
waiting for more suggestions.
Retention and referrals (NPS). But when you’re early, don’t worry about survey tools. Just have one on one conversations with your users. If they’re willing to talk to you on a 15-min call do it.
The North Star Metric is a helpful framework to measure product success, ie identifying one metric that represents overall success along with 3-5 supporting metrics. For example, if you were a customer loyalty points program you might have a north star of "point redemption" as a north star metric. This is a great metric because it represents success with your merchants (they're active) and success with end consumers (they're earning and spending). In order to measure point redemption you would need (a) merchants using your rewards program (b) end users earning points and (c) end users returning / engaging through points program. Satisfaction can be sorta nebulous. Success is indicative of satisfaction and much easier to grapple with from a scientific perspective. That's not to say you shouldn't talk to your customers about their feelings, but I'd take a good success framework over satisfaction ratings any day!
Emaildojo by Netcore Cloud
@bamariefuller Thanks for the amazing input. I Loved the way you explained how actually the framework will work and one can take advantage of such a program. 😇
I will surely try for my product !GradeMyEmail.
If you searched for this in Google, there are tons of blog posts and articles that come up. Many are good.
IMHO the ultimate measurement of whether customers are satisfied with our product is they willingly recommend it to other people without getting compensated whatsoever.
Emaildojo by Netcore Cloud
@welly_mulia Agree. Though there are tons of post/video, product still struggle to work on customer satisfaction. Instead of fixing the customers pain point they often work on new feature which becomes more complex with the previous issue.
a little questioner after the communication, but activity is quite low as it is when you are asking the feedback directly on the phone
Wistec Assessments
For me, the real test of customer satisfaction goes beyond using the feedback tools.
It is the moment when your customer takes out her wallet and handovers the cash to you with smile on her face.
It is when your customer shows the gratitude about how your product help them.
It is going beyond your call of duty to help your customer achieve their goals with ease.
Simple NPS tracking with SatisMeter widget.
Monitor churn rate but that is a lag indicator infortunatly.
A help desk software (https://www.proprofsdesk.com/) gives you the opportunity to measure customer satisfaction levels and your support performance in an effective manner. By targeting key customer service metrics such as CSAT, you can find out where you missed or hit the mark with customers. There are two ways customer satisfaction is analyzed:
(1) You can access summary reports to see the number of tickets raised by the customers, pending tickets, resolved tickets, and identify gaps. Moreover, with the help of agent reports, you can analyze the team’s proactiveness, how long the agent is taking to respond to the ticket, and more.
(2) Once an issue has been resolved, you can share automated emails for ticket rating. and ask the customer simple questions like, “How do you like our support?”. The answers will help you analyze the level of your customer services and assess the proficiency of agents.
Retention of course. However, I would not call it "happy" I would call it triggered, or seeing the value in the product. Also, as our app is Questions/Answers matching for entrepreneurs, we track the ration between the new comers and the ones who actually ask questions that help us understand if customers find the product friendly to use.
Several frameworks out there to approach the question. Depending on the product, I'd go for user engagement (DAU/MAU) and Churn Rate. There are multiple scenarios were that would not be the right answer though. As far as you are consistent and have an structured approach, you'll be fine. You can use our tool (cof, cof) to: a) identify your churn rate, b) survey your users in their way out (put a number to the reasons your customers are leaving) and c) reduce your churn with smart incentives.
Always happy to chat about customer satisfaction and happy customers! Feel free to reach out, okay? :P
Wekbod - Beta
While I would have said email, it's better to capture them after live chat, most customers are willing to go the extra mile after you have solved their problem
I believe audience segmentation is crucial to gauge if every customer type is happy or not and make the decisions accordingly. We target three interactions on our website to collect CSAT and NPS scores - checkout page (right after they complete the purchase), exiting visitors, and monthly mail surveys. These cover almost all the visitor types.
We use Qualaroo for CSAT and NPS surveys. It offers unlimited survey responses. Targeting options works fantastically based on location, customer type, exit-intent, new or repeat visitors, etc. It also auto-sorts the NPS responses into detractors vs. promoters percentages for quick analysis. Plus, it supports an AI-sentiment analysis engine to categorize the free-text responses into user moods and highlights keyphrases in the answers.
keypup.io
@cica_laure_mbappe can you share a little bit more information about product tour and onboarding emails? Maybe you have something in blog? This is what we are looking for our product and if it works for you- this should work?
keypup.io
@nataly_tykhonova1 yes, it works for us! We have a good interaction rate. We created product tours for each feature and we share tips by email to improve their experience. Our users use the chat if anything happens. Have a look at intercom.com ( I think PH also uses it).
We are chatting a lot with them on our live chat! It's not a strong and countable KPI but it's a good indicator 😉
Emaildojo by Netcore Cloud
@hugo_pochet1 yeah we do have a live chat but as you mentioned it is not that impactful maybe you need to analyze and then wait for results.
Live chat, automated e-mails asking for feedback. We also ask them about their feedback on the calls (B2B sector).
Emaildojo by Netcore Cloud
Using a feedback tool helps a lot.
I'm making a new feedback tool https://iconvey.io to help websites collect feature requests direct from the app.
https://www.producthunt.com/upco...
It will help improve user engagement, as users won't require leaving the site.
Wizen Guides
Is the question metrics-related or tools-related? The metrics are straightforward: CSAT, NPS and CES. Then, if you know what specifically you want to measure, you choose a technique and a tool to implement it. On this level I guess it comes down to budget, team size, product type and customer's profile. For instance, if I'm a startup building a software for UK Defence Ministry publishing an open survey of the website will doubtfully be very efficient. Also, if I'm bootstrapping my first Team management app where I'm a developer, bis dev and a marketer, the chances I'll use on-demand contact center are pretty low. etc. My point is, there's no one size fits all option.