Top 6 Tools for Measuring Customer Satisfaction in 2024

Posted on Feb 15, 2024 at 11:02 PM

Measuring customer satisfaction and realising their needs is vital for any project or company seeking success and sustainable growth. This is the main reason for customer satisfaction metrics. These tools are the cornerstone of simplifying the companies' work in knowing customers' desires based on accurate information and data.

This article will discuss the top 6 tools for measuring customer satisfaction. Let us start…

1. Net Promoter Score (NPS):

The Net Promoter Score is the best and most reliable way to measure customer satisfaction. With this tool, measuring customer satisfaction and loyalty to the company's services or products becomes easy by asking a very simple question: How likely are you to recommend our products and services to others? In addition to some other questions. 

After that, customers answer the questions with a tick on a numbered indicator from 0 to 10. Here, the company classifies the customers who respond to the question into negative, detractors, and promoters.

The NPS tool is a straightforward metric for measuring customer satisfaction. The company can use it in several ways, such as (sending emails or conducting a survey). It also helps the company identify areas that require improvement and increase the quality of operations.

It is worth noting that the NPS team provides a full free trial for a week and a free version with limited capabilities. As for the paid version, it starts from $ 224 per month.

2. Customer Effort Score (CES):

The Customer Effort Score measures the ease (or difficulty) of customer interaction and response to a company's product or service. It measures customers' efforts to solve their orientation problems or achieve their goals.

Organisations and companies use the CES Score to identify the pain points and complexities that customers face when dealing with different services and products within the company. Then, this metric begins to simplify the company's complex operations to reduce effort as much as possible, thus improving customer experience and reaching high levels of satisfaction.

This metric is best used after customers have purchased a service or product directly from an organisation. The reason is simply related to their answers to information, and general questions that the company may ask them will be accurate because the results of their experience are still in their minds.

3. Customer Satisfaction Score (CSAT):

The Customer Satisfaction Score scale is an essential and commonly used component in companies looking to know the satisfaction of customers and customers immediately after the company takes action. There are two types of CSAT scales; the first ranges from 1 to 10, and the second ranges from 1 to 5. The number 1 indicates that the customer is unsatisfied with the procedure. At the same time, the number 10 (or the number 5) suggests that the customer is delighted with the procedure.

Using the customer satisfaction score scale, you can study the customer's performance, determine the reasons for and how to handle customer complaints and find out what can develop the company. In addition, it enables you to set business strategies more efficiently. The reason for this is the ability to share opinion polls through many points of contact associated with the centre of the company or organisation.

4. AskNicely:

It is one of the best methods and tools for measuring customer satisfaction. This tool presents several stages that the customer goes through based on the results of several questions within a specific survey from the company. This helps more in following up on dissatisfied customers with your service or product and then assessing weaknesses to eliminate them.

Another great feature of AskNicely is its fine customisability. In other words, you can identify the customer's problem with the desired service and tell the customer that the company is working to solve it. This is done via the email messaging system or the mobile application of the same name as AskNicely.

5. Survicate:

Survicate is one of the most outstanding programs and methods for monitoring customer feedback, whether for start-up businesses or medium and large companies. It is a metric that monitors customer feedback from when a company's products or services are used for the first time until a high degree of customer satisfaction and loyalty is reached.

The service's user experience is also of the right quality. It was designed not to disturb the company's customers when writing comments. This increased the rate of interaction and response from customers and helped them complete all survey questions by a considerable percentage.

6. Lumoa:

Lumoa is one of the newest measuring customer satisfaction tools. This tool is supported by artificial intelligence; it relies on GPT abstracts to work. It has many features, the most important of which are the following:

• Possibility to manage negative customer comments.

• Collect all data from various channels (text messages, phone calls, surveys, etc.).

• The ability to analyse texts, with the availability of the predictive analysis feature.

• An average monthly subscription costs approximately 550 euros for a regular subscription. A professional subscription plan is also available, but its price is more than 1100 euros.

However, learning to practice some of the tools can be challenging. Therefore, we advise you to follow training courses in customer service, such as Customer Service Training Courses in Dubai.

In Conclusion,

The ever-changing desire of customers is the primary catalyst in the rapid development and change of business. Indeed, measuring customer satisfaction will remain one of the most important things now and in the future.

For this reason, tools for measuring customer satisfaction should be studied and how to use them, with the aim of:

1- Identifying weaknesses and eliminating them.

2- Raising the level of customer satisfaction.

In short, learning these tools is one of the best and most successful investments.