Key Metrics for Customer Satisfaction

Understanding Customer Satisfaction Metrics

In field service, customer satisfaction directly impacts revenue through repeat business and referrals. But how do you measure satisfaction effectively?

Key Metrics Explained

Net Promoter Score (NPS): Measures willingness to recommend your service. A score above 50 is excellent in field service.

Customer Satisfaction Score (CSAT): Direct measure of satisfaction with the service delivered. Typically measured on a 1-5 scale.

Customer Effort Score (CES): Measures how easy it was to resolve the issue. Lower is better - you want to minimize customer effort.

Using Metrics to Drive Improvement

Metrics are only valuable if you act on them. Regular analysis and team alignment around key metrics creates a culture of continuous improvement.