Customer Satisfaction Score (CSAT)
CSAT measures customers’ happiness with a product, service, or supp russia contact number whatsapp ort interaction. It helps you figure out whether most users are satisfied with your app or a specific interaction that happened through the app. If not, it emphasizes the issues to fix.
Similar to NPS, ask users a simple question, such as “How satisfied were you with your purchase/experience?”. Determine the rating that will qualify “happy customers” and follow the formula.
This measurement reflects the number of efforts users should make to resolve their issues. Thus, it’s about the user experience: the more efforts people have to exert, the worse your service is. It’s expected that clients will decide to turn to your competitor next time.
The best way to figure out CES is to conduct a survey. Ask people about their experience of interacting with your company (with the support team, for example) in different channels. However, remember that CES can’t be estimated in a vacuum: assess it along with NPS and CSAT.
Stickiness
The term means turning your new customers into “sticky” ones by serving them in the best possible way. So, your task is to make your audience happy and measure the level of happiness. In addition, this indicator involves studying how likely users are to continue using your services or buying products. Having satisfied customers will simplify the process of offering premium solutions.
Stickiness mostly matters for startups, which have to increase brand awareness.
Let’s figure out how to measure the “stickiness”. All you need to know is DAU (daily active users) and MAU (monthly active users). To calculate, use the following formula:
DAU ÷ MAU = Stickiness