You need to measure customer satisfaction. What marketing analytics tools are up to the task?

Surveys are helpful; however, we should not fully rely on the tools. We should make sure the feedback or surveys received are organic. some of the well-known tools are Hotjar, Zendesk, HubSpot and Google Surveys, etc. It would be great if we could do some detailed analysis of the output received before making some decisions.

From an ease of integration and cost POV; Survey Monkey and Hotjar are super ( minus some rare issues on language ). CRM wise hubspot does the job easily.

I think Retention Metrics are more valuable than Survey tools. Customer retention rate and the ratio of repeat to new customers can quickly indicate if we're doing more things right than wrong. Another way to indicate and measure if the customer/clients are satisfied is to check your upsell and cross-sell score. How many repeat customers have increased the CLTV (customer lifetime value) over the year? Targeted surveys and polls can help us to know why non-repeat customers are not increasing their exposure with us. Where are the gaps? The result can help identify what more needs to be done to improve retention and CLTV.

Surveys are helpful, but they frequently overlook silent consumers—those who are unhappy but keep quiet. Direct interaction with them can yield more profound understandings and more significant progress. Many people ignore this lesson, but real growth requires it.

It depends about the product segment 1. Food category 2. Tool category 3. Service category 4. Education category 5. Manufacturing products etc.... The analytics depend upon the category of product descriptions and its feedback needed from customers or users end.

I still feel NPS done right is a good indicator. However, I see that a NPS is set up to nudge a biased response. Ex: Color Coding 9 & 10 to green, visually grouping them to show as if it is a 3 point scale. If the customer journey has multiple touch points , it is useful to capture NPS as soon as the Customer is done engaging with that touch point. In my experience, doing a massive NPS survey on a random sample has not yielded a true story. Furthermore, it is important to connect the NPS with Customer Journey data for Customer Costs in terms of Effort Cost, Time Cost, Monetary cost and Emotional cost. One needs to define these implicit signals intelligently to gather quality feedback

Certainly! When it comes to measuring customer satisfaction, you've got a toolbox of marketing analytics at your disposal. You could go the traditional route with surveys, or try out more modern methods like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or even dive into sentiment analysis to gauge how customers feel about your brand. Each tool offers its own unique insights into customer satisfaction, helping you tailor your marketing strategies to keep those customers happy and coming back for more.

They are the most important, so elevate your understanding of customer loyalty with NPS, the gold standard for gauging overall satisfaction and brand advocacy.

?Buena herramienta para medir la satisfacción! Gracias al NPS obtenemos info directa y fácilmente interpretable. No obstante, creo que es una métrica que no viene acompa?ada de insights, por lo que es necesario retroalimentarla con preguntas específicas sobre el customer journey del cliente. Ejemplo: De 1 a 5: ?El trato ofrecido por el asesor de ventas fue adecuado? Gracias a estas preguntas adhoc, podemos fomentar un espíritu de mejora continua entre nuestros equipos buscando soluciones a los problemas detectados.

Net Promoter Score o NPS, se puede definir como la métrica que cuantifica la cantidad de personas que probablemente recomendarán un sitio o producto, en comparación con las personas que probablemente lo criticarán. La pregunta es: ?Qué posibilidades hay de que recomiende nuestra empresa, producto, servicio, web o aplicación a un amigo o familiar?. La respuesta consiste en dar una puntuación dentro de una escala del 0 al 10. Las respuestas se agrupan en 3 categorías: Promotores: responden con 9 ó 10. Alta satisfacción y alta probabilidad de recomendación. Detractores: desde el 0 al 6. Insatisfacción. Pasivos: responden con 7 ó 8. Baja probabilidad de recomendación. Para el cálculo, no se utilizan los datos de los usuarios pasivos.

To gauge customer satisfaction effectively, examine online feedback across platforms like Google, Facebook, Yelp, or Amazon. Customer reviews offer invaluable insights into preferences, expectations, and pain points. Utilize tools like Trustpilot, Yotpo, or Bazaarvoice to gather and showcase reviews on your website or app. These platforms not only facilitate customer feedback but also enable you to respond, build social proof, and enhance your SEO ranking. Harnessing the power of online reviews provides a comprehensive understanding of customer sentiments, aiding in continuous improvement and positive brand perception.

Uncover the authentic voice of your customer through reviews and ratings. A treasure trove of unfiltered opinions that can guide improvements and highlight strengths

Para medir a satisfa??o o primeiro passo é você conhecer a sua base, saber sua particularidades e segmenta-la para entender seu comportamento e poder atuar. Crie pesquisas como NPS e a poderosa CSAT. Acompanhe o comportamento de consumo dentro do seu negocio, eles est?o consumindo mais? Est?o dando churn? A segmenta??o por RFV normalmente responde rapidamente essas perguntas e te guiam para uma melhor atua??o. Sua reputa??o nas mídias sociais, o tom e a emo??o de comentários s?o um ótimo term?metro. N?o se limite a utilizar 1 tipo de ferramentas, pense na sua estratégia para captar os dados e aplique todas que forem necessárias para cada etapa

Las percepciones de los Clientes y cómo vivió su experiencia de compra ya sea de un producto o un servicio son calificadas por los mismos con comentarios que le servirán tanto a la compa?ía como a los potenciales Clientes que se encuentren buscando un producto o servicio x. Mercado Libre es un claro ejemplo de este método porque luego de realizar una compra el comprador recibe un correo electrónico invitando al mismo a brindar una calificación que servirá a otros usuarios de la plataforma para que puedan decidirse mejor para comprar.

Allowing customers to write reviews and testimonials on various platforms is a great way to get feedback. Authentic feedback from satisfied customers also helps potential buyers feel more secure in their decision to purchase from you, building that trust and credibility.

Enter the realm of AI-driven analytics. Sentiment analysis deciphers the emotional tone behind customer interactions, offering a nuanced perspective beyond numerical metrics

En mi compa?ía no utilizamos por el momento dichas herramientas estamos hablando con los Clientes que ya están esperando recibir su compra por WhatsApp Business desde que se despacha el pedido de la oficina hasta que lo recibe el correo y lo recibe o lo retira en la tienda de correo. Queremos y confiamos en brindar un trato más personalizado y que se den cuenta que no los atiende un bot sino que los atiende una persona dentro del horario y días de atención al Cliente.

Large Language Models (LLMs) and predictive modeling are emerging as game-changers in sentiment analysis, offering deeper insights than ever before! GenAI LLMs go beyond basic keyword analysis, capturing the nuances of language and context. They can even understand sarcasm and humor, providing a more accurate picture of sentiment. Predictive Modeling analyzes historical data, identifying patterns, and forecasting future sentiment trends. This allows you to proactively address potential issues and capitalize on opportunities.

Sentiment analysis is a powerful tool used to measure customer satisfaction by analyzing the sentiment expressed in customer feedback, reviews, and comments. Sentiment analysis automates the process of analyzing large volumes of customer feedback data, saving time and resources compared to manual evaluation

Sentiment analysis are essential for product, marketing and sales teams to have a firm grasp of the brand product or service offering value in the market. It informs the level of relevance of a product, service or the entire brand.

Trace the footsteps of your customers along their journey. Comprehensive analysis unveils touchpoints, pain points, and opportunities, allowing for targeted enhancements

UX , entender os pontos chaves de tomada de decis?o, criticos que geram duvidas sobre a rela??o, processamento de informa??es. Entender onde calibrar e fazer as melhorias com a rápida percep??o do cliente

I have always been a proponent of analyzing the journeys your customers/users take to complete your tasks. Bias and our intimate knowledge of internal systems can blind us to the friction points and difficulties customers/users face. When you truly step into the customer's shoes and experience their journey as they do, it can be an eye opening experience. There are tools like Google Analytics that speak to their journey or even session recording software like Clarity, but this can be done simply by walk through the process yourself.

Con estas herramientas de MKT podremos en la compa?ía detectar porque, cuando, donde, un Cliente está insatisfecho o satisfecho. Aplicar la escucha activa por eso Dios nos hizo con dos orejas y una boca, tratar de solucionar la inconformidad y si está conforme llamarlo para su cumplea?os y fechas especiales, conocer sus gustos, etc. Tenemos que conocer y mimar a nuestros Clientes internos y externos.

Customer journey analysis is like charting a map through the vast ocean of customer experiences, pinpointing the crucial moments that define satisfaction, retention, and advocacy. It's about understanding every touchpoint, from initial awareness through purchase and beyond. Tools like Google Analytics, Mixpanel, and Amplitude serve as your compass, tracking customer behaviors and actions across digital landscapes. They allow for deep dives into customer segments, uncovering patterns and preferences that might otherwise remain hidden. With these insights, you can tailor the customer experience, ensuring that every interaction is not just a step but a leap towards loyalty and advocacy. ?????

In reality there’s been a fair amount of convergence in this market over the years, e.g., most of the tools mentioned in 1, 2 and 4 can all be used to measure 1, 2 and 4. Find a tool you like to use that gives you useful reporting and/ or a way to easily export the data into your chosen BI tool/ dashboard. Also, think about WHERE you’re collecting feedback - the tools that are best at collecting feedback over email aren’t always so great at capturing feedback during a web experience, or from someone in an airport bathroom (ewww). Lastly, look at the customer experience closely. Survey fatigue is real and some tools will generate higher response rates (which is golden) simply because they’re more delightful to use.

To measure customer satisfaction, consider two aspects: the numbers side and the stories side.The numbers side involves using data for overall satisfaction, while the stories side delves into individual experiences. For example, if some customers are unhappy, direct conversations can uncover unique challenges.Talking to them might reveal dissatisfaction due to internal company rules, not product issues. These customers may not share these concerns publicly, assuming it's a personal problem. Engaging with them directly can identify hidden issues and lead to improvements. This approach combines the broader perspective with insights from individual stories, contributing to a comprehensive understanding and enhancement of customer satisfaction.

Upvoting Evan Hughes' comment about speaking directly with customers. Nothing is better than a 3-6minute convo with a customer or prospect about their habits, needs, wants, and pain points. Sometimes we get fixated on the "digital" aspect of our jobs, and force these interactions into biased surveys and technology. Sometimes it's good to step outside the status quo and get back to the humanity of customer servicing.

Use a combination of approaches, every method has its flaws and limitations, e.g. a +2 change in promoter score has different effects on NPS depending on the starting point, but each person may have a different perception of the gravity of that change. Using Sentiment Analysis, Interviews and Statistical plots helps provide a more comprehensive understanding of your customer segments.

There are different ways to measure customer satisfaction. We can look at both internal data and external for this purpose. Availability of external data will be very high for B2C companies (sentiment analysis via social media platforms) as opposed to B2B companies (Customer review sites such as TrustPilot will be useful in this). Internally, you can look at customer engagement data, analyze customer surveys and customer reviews, and NPS and CES scores.