Measurement of

satisfaction
MEASURE CUSTOMER SATISFACTION AND WORK ON THE FACTORS
THAT DIRECTLY AFFECT CUSTOMER EUPHORIA.
 some great methods and metrics out there designed for
measuring customer satisfaction:
 Customer Satisfaction Surveys-The customer satisfaction survey is the standard
approach for collecting data on customer happiness. It consists of asking your
customers how satisfied they are, with or without follow up questions. Three useful
variations:
In-App Surveys
Post-Service Surveys
Long Email Surveys
 Customer Satisfaction Score-This is the most standard customer satisfaction
metric, asking your customer to rate her satisfaction with your business, product, or
service. Your CSAT score is then the average rating of your customer responses.
The scale typically ranges between 1 – 3, 1 – 5, or 1 – 10. 
 Net Promoter Score (NPS)-The Net Promoter Score (NPS) measures the
likeliness of a customer referring you to someone, and it’s probably the most
popular way of measuring customer loyalty . Customer are asked how likely they
are to recommend you on a scale from 1 to 10.
 Customer Effort Score (CES)-With this method, customers aren’t asked for their
satisfaction or likeliness of referring, but for the effort it took them to have their
issue solved — generally on a scale from 1 (very low effort) to 7 (very high effort).
 Social Media Monitoring-Social media has had an immense impact on the
relationship between business and customer. Where before, a great or poor service
experience would maybe be shared with the closest family and friends, social
media offered an outlet and reach to potentially millions of people. Few tools
 Google Alerts . This Google service notifies you when your brand appears in a
prominent position.
 Mention . A powerful freemium tool that gives you a heads up whenever your
brand is mentioned on the web. It’s especially handy for social media tracking, for
which Google Alerts is not suitable.
 Social mention . A free tool that analyzes social mentions of your brand on the
web. Among others, it shows the likeliness of your brand being discussed on the
web, the ratio of positive to negative mentions, the likelihood of people mentioning
your brand repeatedly and the range of influence.
Satisfaction in reliance insurance

 Anil Dhirubhai Ambani Group company Reliance Life Insurance has been
awarded a high rating in customer satisfaction for the third year in a row,
according to a survey
 According to the survey, conducted between April and May this year, Reliance
Life Insurance scored a good rating in customer satisfaction, which is close to
excellent.