Satisfaction and NPS within the platform

Satisfaction and NPS within the platform

Target 

The " Satisfaction  and Net Promoter Score" card helps to better understand the evolution of the satisfaction and NPS in comparison with the emotional indicators and the e-index of the comments.

Normalized indicators

The global satisfaction (or CSAT) is a reference to the note given by the final customer to score his/her level of contentment concerning his/her experience, generally from 1 to 10 or 1 to 5.

The Net Promoter Score (NPS) is a standard set up by Fred Reichheld (Bain) calculated from a recommendation score and enabling to understand the net proportion of customers that will probably re-use the service and promote to their friends or relatives. It's the difference between the % of promoters and the % of detractors. The NPS is, therefore, a number between -100 and +100.
The lower the NPS is, the less probable the brand or the experience will be promoted/recommended. 

You can observe the progression of those metrics in link with the previous period of time (considering the selected period made by the user) (ex: Year, Quarter, Month or a defined/customized period)



INFORMATION
More than 80% of the US companies from Fortune 500 have implemented an NPS approach.

The case of the stars (into the web reviews)

The number of stars in the web reviews is most of the time equated to a satisfaction question and is therefore displayed as one. The application will then assimilate the number of stars to a score from 0 to 5.




In  Facebook Reviews, a simple question linked to recommendation (Yes or No) is now asked on Facebook professional pages.  (Do you recommend it? (Yes/No). We can assimilate this information to a recommendation score that enables us to calculate a variant of NPS. In this case, the application will consider the following scores: 
Yes = 10 et No = 0. 

TO BE NOTICED
if review scores are mixed with survey scores, some scale discrepancies may arise. In this case, the review scores may be multiplied by two so that the whole scoring scales may switch to a scale of ten instead of a scale of five.

Reconciling the scores

There are 2 noticeable differences between the usual satisfaction/recommendation scores and the satisfaction/recommendation scores displayed onto the platform: 
  1. The satisfaction and recommendation scores that are proposed on the platform are integrated if and only if the respondent has also submitted and registered a written review. The line with no comments is not taken into account. The score from a respondent that wouldn't write a review won't be included in the platform's mean calculation of the satisfaction score.
  2. The satisfaction is registered in link with the reviews and not in link with the respondents. A respondent that would write 2 comments will, therefore, have more weight in comparison with a respondent that would write only one comment.
Those rules enable us to compare the quantitative scores with the emotional index in a very transparent way. One can notice that strong correlations between indicators have been demonstrated. Those rules give more weight to those that are more engaged towards the brands (they wrote a comment where others didn't). 

Kindly notice that if all comment fields are mandatory within the survey, those 2 differences don't apply, and one should not observe differences between the usual satisfaction scores and the platform satisfaction scores.

Video resources



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What is Qemotion? We are providing CXinsights.io, A SaaS Customer Experience solution to analyze emotions into customer feedbacks. Our goal is to identify and prioritize pain points in the Customer Journey, reduce churn and enhance the customer experience.







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