Post by account_disabled on Feb 19, 2024 5:45:42 GMT
indicators such as the ones below . ・NPS NPS is a survey method for measuring customer loyalty . 11-point scale from 0 to 10 how likely they are to recommend a certain product service, brand, company to their family and friends, and the results are analyzed. Those who answered 0 to 6 are classified as "detractors," 7 and 8 are classified as "neutral," and 9 and 10 are classified as "promoters ." The higher the number promoters minus detractors , the higher the customer loyalty. judged to be high . ・
Cancellation rate Churn rate refers to the percentage of customers who cancel their contracts within a given period of time. The annual churn rate is calculated as the number of customers who canceled in the most recent year ÷ the number of latestdatabase.com customers one year ago x 100 . For ongoing contracts like subscriptions , churn rate is an effective metric for measuring customer engagement . ・Repeat rate You can also infer the status of customer engagement by looking at the repeat rate, which measures how many customers return after their first purchase .
The repeat rate for a year is calculated as the number of repeat buyers per year ÷ the number of people who have purchased from the past year x 100. 2. Identify points of contact with customers Customer engagement increases when customers receive physical value from your product or service , as well as a positive customer experience that includes satisfaction, happiness, and joy. Therefore, improving the quality of the customer experience at every touch point will definitely improve customer engagement . Points of contact with customers exist in a variety of situations , both online and offline ,