In this article you will find out…
- What is important to consider when choosing and measuring the CPI
Quicksearch has been conducting relationship surveys for over 20 years and are experts in statistics, survey methodology and analysis.
Written by Samuel Wahlgren, Regional Manager Stockholm, Quicksearch
As a consultant at Quicksearch, you meet many different companies in different industries. Something that all these companies have in common is that they want to know what their customers think of them in order to improve their processes and ultimately provide a better customer experience.
But how to measure? This is usually the first question we get. In this post, I wanted to describe a little how we look at different KPIs that occur and what is important to think about in relation to these.
When I started at Quicksearch in 2012, there were basically no ongoing measurements. What applied in the form of customer surveys were classic annual NKIs (Customer Satisfaction Index). At most these were done maybe twice a year. There, the classic NKI questions (Overall satisfaction, Meets expectations, Ideal supplier) were often used as the main KPI. But by this time, other metrics had already started to appear, mainly from the US, and Quicksearch had already started working with NPS (Net Promoter Score) in some cases. As the years have gone by, there have been more and more popular and standardized main KPIs, e.g. NKI, NPS, CSAT (proportion of satisfied), CSI (Customer satisfaction Index) and CES (Customer Effort Score). In this there are two important perspectives to take into account; Partly the customer's experience and partly the company's needs.
As today's respondents have a short attention span, the surveys must be short and easy to get through. Therefore, it is often customary to hang a measurement on a so-called main KPI that can function as the overall measurement number for the process or relationship. In addition, the survey can be supplemented with free text questions or other questions that are easy for the customer to answer. This makes it quick and easy for the respondent to give the company feedback.
When we at Quicksearch start working with our customers, we usually start the process backwards. This means that the focus is initially on the result and what the company needs to get out of it in order to act in the right way.
So how should a company deal with all this? The most important thing is to choose the measurement method and KPI based on how your business looks. Make sure what needs exist in the organization in relation to the results and that it should be simple and logical for the customer to give you feedback. Regardless of which KPI is chosen in a survey, the most important thing is to work with the results. In order for both the company and its customers to get maximum value from the feedback, this is the most important thing, not which KPI is used.
We at Quicksearch help you with how to do this. Contact Us then we will tell you more.
