Voice of the Customer - Retail's secret weaponCCA PARTNERS
When retailers look to examine and measure the relationship they have with their customers, they typically focus on two areas – brand experience and customer experience. In our work with retailers across multiple sectors, it’s become clear that the impact of customer experience (CX) on overall brand perception is greater than ever.
Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are the most significant, and most widely used, customer experience metrics.
NPS measures the extent to which individual customers would recommend your product or service to their friends, on a scale of 0-10. CSAT arguably takes it even further in its simplicity, usually composed of a single question such as “On a scale of 0-10, how satisfied were you with your recent purchase?”