What is churn rate? Measure and Control churn rate to get more Customers.

More Contents Coming Soon....

 Mistakes Should Avoid a Business Analysts

Content Coming Soon...

CSAT Vs NPS: Which Is a Better KPI For Customer Satisfaction?

CSAT: Customer Satisfaction Score

NPS: Net Promoter Score

Each have their own set of strengths and weaknesses. To determine which customer success metric is most relevant to your business, it is crucial to assess how each aligns with your objectives.

If your aim is to enhance the customer experience and foster customer loyalty, NPS may be the ideal choice. On the other hand, if you wish to gauge the effectiveness of specific customer interactions, CSAT is more applicable. It is important to note that one metric should not be favored over the other, as they both offer valuable insights into customer satisfaction.

The combination of CSAT and NPS can yield highly effective results. For instance, our support team has implemented an automated workflow that utilizes NPS surveys to measure overall customer satisfaction. Additionally, they utilize CSAT to evaluate specific interactions, such as closing a support ticket or assessing a new product feature. By leveraging both metrics, our team gains a comprehensive understanding of customer satisfaction across various touchpoints.

CSAT uses different scales (e.g. 1-5, 1-10) to measure customer satisfaction by asking clients to rate their satisfaction level. CSAT focuses on measuring customer satisfaction at a specific moment, without considering future predictions or trends. CSAT utilizes a unique formula and interpretation to assess customer satisfaction.

The Net Promoter Score (NPS) evaluates customer loyalty based on the likelihood of customers recommending a product or service to others on a scale typically from 0 to 10. This metric looks ahead to gauge the probability of customers interacting with your brand in the upcoming period.

In Conclusion:

CSAT is a measure of how satisfied customers are with their experience with your product.

NPS is a measure of how likely they are to recommend your products/services to people in circle.

 Article by: Iamshaaani Strategic Business Analyst & Business Intelligence.

12 customer success metrics 'KPI' and how to measure customer success.

12 Key customer success metrics and how to measure them.

If you are ignoring customer success metrics, then consider yourself navigating a ship without a compass. Customer Success KPIs provide you a sense of how well your connections with customers are doing and present you with a path forward for bettering your products and services. 

Global market size of customer success platforms is forecasted to rise approx. 20%, reaching $3.5 billion till 2027.

Let categories into 2 groups.

1. KPIs to measure customer success, support, and engagement

2. KPIs to measure business health and revenue

Key performance indicators (KPIs) for customer success are quantitative/numerical representations of how well a customer has adopted, used, and recommended your product to other potential customers. Customer metrics show how well your customer contact and support channels are working, as well as how well your customer success team is performing. 

They can offer insightful information on important topics like customer journey, support quality, and satisfaction and etc. Measuring the clients' success also helps you stay on track and enhances your products and services.  

Let's now examine the customer success KPIs pertaining to Customer Success, Support, and Engagement in more detail.

When measuring customer satisfaction, the long-debated question comes down to CSAT, there are other KPIs too but today we will discuss the only CSAT 'Customer Satisfaction'? 

1. Customer Satisfaction (CSAT):

customer satisfaction score measures Customers' level of satisfaction with your brand, products, and services. CSAT is the most accurate and straightforward performance metrics for a business that can be used to measure the specific interaction of customers. 

High CSAT score presupposes high customer loyalty and more customer acquisition.

Why is CSAT score important.

CSAT is one of the most important customer success indicators that firms should monitor since it has been demonstrated to have a direct impact on revenue growth. It usually comprises two components: your support and your product. 

A study revealed that approx. 83% of buyers consider good customer services when they purchase product or services and approx. more than 65% that experience poor customer services do not buy again from them. 

CSAT score will help you identify your weaknesses and opportunities 'SWOT' improve your business processes.

How to calculate customer satisfaction score

To calculate your CSAT score, we have to create a survey customer to ask how satisfied they are with our products or services. Ask customers to answer the questions on a scale of 1 to 5 (1 very unsatisfied and 5 very satisfied). 

Once data collected from customers, take the number of customers that rated you 4 or 5 and divide that by the total number of responses.

Customer success metrics: Customer satisfaction score formula

American Customer Satisfaction Index (ACSI) show that a good CSAT score varies between 73% and 77%. So, when tracking metric, ensure your score is in this range.

2. Net Promoter Score (NPS)

Net Promoter Score: a business KPI that measures the probability of a client suggesting a product and service to other friends, family or social circle. 

Importance of NPS in Customer Satisfaction

NPS could be a pointer of future growth and could be a growth point between your clients and business. NPS tell us how a customer is happy with our products and services. 

How to calculate NPS for Customer Satisfaction

We can calculate NPS by asking our customers: "How would you likely to recommend our products and services to your friends/social circle?" so we give customer reply from 0 to 10 and we categories these into 3 different sections as under

Detractors: In Detractor we place the number of customers that provide ratings from 0 to 6. These customers are not happy with products/services and more chance to tell other friend/circle not to buy from us.

Passive: In Passive we place the number of customers that provide ratings from 7 to 8. These customers are happy with products/services but as they are ready to buy product/services from any other that provide more batter and attractive offer from us.

Promoters: In Promoter we place the number of customers that provide ratings from 9 to 10. Promoters' customer are most valuable customers, and positively promote our products/services to friends/circle.

How to calculate the NPS: Simply we can subtract the percentage of detractors from the percentage of promoters. 

3. Customer Health Score 

When we talk about Customer Support metric/KPI then Customer health score is the one that is used to measures, Will a customer continue using your products/services or stop buying. We will use it to track the risk of losing customers and we can also check; how can we improve our customer experience.

Why is Customer Health Score?

Customer health score tell us about the customers who are trying to churn. We can stop this by using and tracking this KPI.

4. First Contact Resolution Rate

First Contact Resolution Rate 'FCR' a metric used for to collect the number of customers who issues resolved in First Interaction with the Support Team.

Why is FCR important?

As say first impression mater a lot, same way when problem resolved in first contact make a positive impact and save lot more time like follow-up from both Customer and Company side. 

First Contact Resolution Rate FRC is directly proportional to the Customer Satisfaction and Retention. More the FCR rate, more will be customer satisfaction and more the customer retention. 

How to calculate FCR rate

FCR rate calculated by dividing the number of cases resolved on the first contact by total number of issues handled by agents then multiply it with 100.

Let take a real time example:

In total 700 customer, and 301 issues are resolved on the first contact, then FCR rate is 40%, that is very low. Normally 75% FCR rates consider as satisfactory, and 90% FCR rates considered as high.

 SWOT Analysis | Strengths, Weaknesses, Opportunities, and Threats for Business & Brands

Content Coming Soon...

 What is customer journey and how to map their journey?

Content coming soon.

 Son of a former YouTube CEO discovered Dead at UC Berkeley

The day after he was discovered unconscious in his hostel, the teen's grandmother posted on Facebook to confirm his death.

Speaking at a discussion at the World Economic Forum in Davos, Switzerland, on May 24, 2022, is former CEO of YouTube Susan Wojcicki.

According to his grandmother's Facebook post, the 19-year-old son of former YouTube CEO Susan Wojcicki was discovered dead on Tuesday at the University of California, Berkeley.

According to Janet Gilmore, a UC Berkeley spokesman, a student who resided at the student housing complex Clark Kerr Campus was discovered unresponsive on Tuesday at approximately 4:23 p.m. local time. In a Facebook post on Wednesday, the victim's grandmother, Esther Wojcicki, verified his name and cause of death.

“My beloved grandson Marco Troper, age 19 passed away yesterday. Our family is devastated beyond comprehension,” Esther Wojcicki said.

She also said Troper was “the most kind, loving, smart, fun and beautiful human being.”

According to Gilmore, the University of California Police Department was informed by the Berkeley Fire Department that it was "attempting life-saving measures" on the student when the department responded to the complex. The BFD had declared him dead by the time campus police showed up.

Gilmore stated that an inquiry was being conducted into the death and that there were no indications of foul play.

Troper "was just getting started" in his freshman year at UC Berkeley, where he was studying in math and "truly loving it," according to his grandma.

In addition to "thriving academically," Troper had a "strong community of friends" from his fraternity and dorm, according to Esther Wojcicki.

 Windows 11 Pre-Activated All in Ine Version in ISO File - Free Download

Free Download Windows 11 Professional 64-bit Preactivated Multilingual ISO Non-TPM Torrent magnet is a newly designed Operating System from Microsoft. (Non-TPM build is for machines that don't meet the requirements for windows 11.)

Overview of Windows 11 Professional Preactivated

Windows 11Pro has an entirely new design. Microsoft needs a good reason to reverse its past claims and ditch Windows 10 by introducing a new operating system number. And a completely new design is excellent for that.

The central part of this announcement is a significant user interface change. We will borrow a significant portion of the UX changes from the Windows 10X shell, and Windows 10X is not coming to market.

Right angles will disappear. Fillets will replace them. In truth, insiders and concept designers disagree on this point - some are confident that Microsoft will not change its traditions and keep right angles. In contrast, others are convinced that Microsoft will follow the fashion for fillets.

There will be a translucent background with blur everywhere. There is disagreement on the web about the island style of displaying windows, the design of the corners, and the levitation effect of the menu. Still, almost everyone is unanimous about the transparency of the windows. Most leaks and design renders show transparency and blurs in all windows, be it the Start menu or Explorer.

Technical Details and System Requirements

• Processor:1 GHz or faster with two or more cores on a compatible 64-bit processor. (Microsoft provides a list of compatible processors on its website).
• RAM:4 gigabytes or more
• Storage:64 GB or larger storage device (such as a hard drive or SSD)
• System Firmware: UEFI and Secure Boot capable
• Graphics Card: Compatible with DirectX 12 or later with the WDDM 2.0 driver
• Display: An HD display with at least 720p (1280×720) resolution larger than 9″ diagonal, 8-bits per color channel
  

Click the link Now to Free Download Windows 11 Pre-Activated Version: Download Now