23
Oct
2024
Analytics for...
Customer Satisfaction
Satisfaction is not just the absence of problems — it's a psychological state that arises when expectations are met or exceeded. It's shaped by perception, emotion, context, and memory. It is a cognitive comparison between expectation & experience.
Within the framework of measuring business success, customer satisfaction is a key part of any business. Measuring and analyzing metrics like Net Promoter Score (NPS), Customer Retention Rate, and Customer Effort Score (CES) provide critical insights into how well your business meets customer needs and expectations. Viewing your business from the customer’s perspective ensures a focus on value delivery, loyalty, and long-term engagement.
What We're Measuring
Customer Satisfaction captures how well a business meets—or exceeds—customer expectations across the entire lifecycle.
It reflects not just individual transactions, but the overall experience, emotional connection, and perceived value from the customer's point of view.
This determinant is a critical indicator of brand loyalty, referral potential, and long-term revenue stability.
How We Analyze It
We combine direct feedback metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) with behavioral indicators such as repeat purchase rate, support resolution times, churn rate, and social sentiment analysis.
These are aggregated into a multi-dimensional Customer Satisfaction Index that highlights strengths, pain points, and loyalty drivers, both at a granular and strategic level.
What It Tells You
High customer satisfaction indicates strong brand trust, efficient service delivery, and a clear value proposition—often translating into repeat business and positive word-of-mouth.
Low scores can signal friction, unmet expectations, or declining product relevance.
This determinant serves as an early signal for retention risk and helps focus teams on what truly matters to customers, enhancing both experience and profitability.