Customer Satisfaction at NPS

Customer Satisfaction

Name

Institution

Customer Satisfaction

NPS recognizes that measuring consumers’ loyalty is not enough, and firms should be able to understand and measure how loyal their customers are or how happy they are. This system allows a business owner to link improvement in customer’s loyalty to business performance. It can gauge how a client feels about various restaurant services (Pond, 2008). Questions about the service received food, beverages and whether one will return provides useful information to the owners of a business on how to improve the business.

Since NPS gives a framework to measure customer satisfaction, the company can use data obtained to increase customer satisfaction. If the client is not pleased with how the services are being offered, he/she can provide recommendations on how the service should be given to him/her. The company can thus increase customers’ satisfaction.

By classifying customers as promoters, passives or detractors, NPS scores give an indication of whether the customers are actively promoting the business. Paul states that finale know their customer, a young woman who was highly educated who visits with her girlfriends. A good business should have more promoters as they spread positive things about the business

NPS encourages customers to leave feedback based on their score. This feedback is shared to all employees thus addressing challenges and at the same time trying to focus on boosting customers’ satisfaction. Many companies use such an opportunity to ask other questions that help the management in solving customer’s problems.

RFM or Recency, Frequency and Monetary analysis is one of the processes used in measuring customers’ satisfaction. It emphasize on past customer behavior, and allows the business owner to infer these into future earnings of customer segments. It does this quantitatively: how recently a customer has made a purchase (Recency), how often a customer makes a purchase (Frequency) and how much he/she spend when making a purchase (Monetary). This method has mostly been used by NGOs to target prospective donors as those who have made many contributions in the past are likely to make other donations (Cokins, 2009). Business owners have to be careful while using this method in order not to over solicit customers with high rankings. Also those with low rankings should not be neglected; instead they should be polished to become real customers

CLV (Customer Lifetime Value) describes the amount of profit generated by a client in his/her lifetime. Because no one knows how long a relationship may last, a good estimate is made, and the Customer’s Lifetime Value is stated as a periodic value. For example, this customer is 4 days (it is a new product) let his/her CLV be X.

A post by David Skok’s says: “Life Time Value > Cost of Attainment. (It appears that LTV must be about 3 x CAC for a feasible SaaS or another form of repeated revenue model. Most of the public companies like Salesforce.com, Perpetual Contact, etc., have multiples that are more like 5 x CAC.) CAC should be recuperated in < 12 months (for subscription businesses)” (Walker, 2014, March 5). In simpler words, the cost used to get an individual customer should be recovered in the least time possible

CLV is a better way of measuring customer satisfaction for the new product launch as the company (Golds Reling, Inc.) can classify various customer groups by long term profitability thus this forms a base on whether to change the marketing strategy or not.

References

Cokins, G. (2009). Performance Management Integrating Strategy Execution, Methodologies, Risk, and Analytics. Hoboken, N.J.: John Wiley & Sons.

Pond, J. D. (2008). Grow your Money!: 101 Easy tips to Plan, Save, and Invest. New York, NY: Collins..

Walker, T. (2014, March 5). How To Calculate & Increase Customer Lifetime Value. ConversionXL. Retrieved June 3, 2014, from http://conversionxl.com/customer-lifetime-value/