Ch 2: Customer Satisfaction Metrics & Methods

About This Chapter

Help your employees understand the methods and metrics associated with measuring customer satisfaction. Short text lessons provide insight into customer satisfaction surveys, Net Promoter Score and more.

Customer Satisfaction Metrics & Methods - Chapter Summary

You can use the lessons in this chapter to give your employees a comprehensive overview of customer satisfaction metrics and methods. In a short period of time, they can learn more about the following:

  • The meaning and types of customer service metrics
  • Ways to measure customer service in an effort to improve retention
  • Specific methods that can be used to measure customer satisfaction
  • How customer satisfaction surveys are used and implemented
  • The definition and uses of Net Promoter Score

Train your employees on the metrics and methods they can use to measure customer satisfaction then test their comprehension with short lesson quizzes.

How It Helps

  • Offers practical methods: This chapter teaches your employees practical methods and strategies they can use to quickly and easily begin measuring customer satisfaction in your company.
  • Provides clear examples: Lessons not only delve into the ways customer satisfaction can be measured, but provides clear examples your employees can use to begin implementing their own metrics strategies.
  • Improves customer service efforts: By taking advantage of the various methods in this chapter, your employees can begin the very real process of improving your customer service efforts and increasing customer satisfaction.

Skills Covered

Reviewing the lessons ensures your employees will be able to do the following:

  • Define metrics, explain methods for measuring customer satisfaction and identify the types of call center metrics
  • Explain the methods used to acquire customer service feedback and use it to improve the customer experience
  • Share different methods for carrying out customer research
  • Provide the benefits, uses, implementation and interpretation of customer satisfaction surveys
  • Describe the uses, advantages and disadvantages of Net Promoter Score

6 Lessons in Chapter 2: Customer Satisfaction Metrics & Methods
Test your knowledge with a 30-question chapter practice test
Customer Service Metrics: Definition & Types

1. Customer Service Metrics: Definition & Types

In this lesson, we'll define customer service metrics and provide suggestions on how to set appropriate goals. We'll also discuss when to gather customer satisfaction data.

Practical Application: Types of Customer Service Metrics Infographic

2. Practical Application: Types of Customer Service Metrics Infographic

Understanding how customer service initiatives are working is key to making sure that your company is building a good relationship with its customers. This infographic takes you through the types of customer service metrics used to evaluate initiatives.

Measuring Customer Satisfaction to Improve Retention

3. Measuring Customer Satisfaction to Improve Retention

Customer satisfaction is the key to a successful business. This lesson will discuss different customer satisfaction measurements that can improve retention and build relationships with customers.

Methods for Measuring Customer Satisfaction

4. Methods for Measuring Customer Satisfaction

Customers are the bread and butter of any business. This is why businesses need to make sure they are measuring customer satisfaction. This lesson will discuss methods for measuring customer satisfaction.

Customer Satisfaction Surveys: Uses & Implementation

5. Customer Satisfaction Surveys: Uses & Implementation

This lesson will discuss the importance and benefits of customer satisfaction surveys. We will review common questions to include in surveys, ideas for increasing response rates, and how to prioritize and analyze feedback.

Net Promoter Score: Definition & Examples

6. Net Promoter Score: Definition & Examples

Net Promoter Score (NPS) is a mathematical equation that seeks to quantify customer loyalty and satisfaction. This lesson will walk through the basic definition of NPS and how it is calculated.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Measuring Customer Satisfaction course