Alternatives to the Net Promoter Score
Net Promoter Score is the most popular metric for measuring customer satisfaction. NPS gained attention from the Fred Reichheld book "The Ultimate Question: Driving Good Profits and Growth." The NPS score rates customers as promoters (9-10 rating), passives (7-8) and detractors (0-6). Figures can then be used to measure effectiveness in reaching and serving customers. NPS critics think the system lacks depth because it is usually based on limited questioning, so they look to other sources for measuring customer experience.
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The Federal Consulting Group
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Within the U.S. Department of Interior is the Federal Consulting Group, which has worked with the University of Michigan and CFI Group to develop the American Customer Satisfaction Index. This system is used by federal agencies. The ACSI originated in 1994 from the University of Michigan and has since been a leading system for measuring what customers think about American products and services. The proprietary ACSI methodology uses cause and effect patterns to make predictions on consumer behavior and ultimately produces ACSI scores.
Customer Relationship Metrics
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Customer Relationship Metrics (Metrics.net) measures customer satisfaction with academic-level methodology designed to discover hidden customer opportunities. CRM uses call centers to take customer surveys on the phone.
External Quality Monitoring is an analytics tool that provides real-time data and a survey calibration process. Using CRM tools can improve sales and customer retention. -
Qualtrics
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Qualtrics is a cloud-based system for creating simple flexible customer surveys that produce data. It can be used for academic as well as business solutions for collecting data. Qualtrics conducts personal interviews and structured online surveys with customers. The system can mine text data and social media to identify customer needs and wants. Data is reported instantly, integrated from various sources. Analyzing the data can help prioritize and maximize profits.
Custom Surveys
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Customer feedback is an essential component to business, but it doesn't have to cost money. A business can completely design its own customer satisfaction measurement system simply by reviewing emails, letters and documents from customers. While surveys help generalize a broad market, emails speak to companies in ways surveys can not. Quantifying customer information on spreadsheets from email, phone or personal conversations can be an effective customer measuring system and can inspire out of the box ideas for marketing.
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