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Techniques to measure customer satisfaction in Email Marketing and improve it
Customer Effort Score (CES)
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Techniques to measure customer satisfaction in Email Marketing and improve it
Email marketing tools morocco business email list allow you to promote yourself to a client but also to know their opinion. And there is no doubt that this knowledge is crucial to improving your service.
The reality is that customer satisfaction becomes a central element for any company . Therefore, it is not surprising that certain metrics are used to check satisfaction rates. The methodology used is generally the same: sending an email to find out the opinion of the recipients.
On the other hand, it should be noted that scheduled mass email sending makes the functionality much easier. The idea is that, after the interaction, the email is sent automatically . This way, you will have the data and will be able to make the required changes as soon as possible.
However, it is essential that you bear in mind that the process must be limited in time. After all, if you do not have a time reference, it will be more difficult for you to evaluate the overall result. However, changes at a micro level can be implemented more quickly.
The main metrics used are the following. Depending on what your company needs, you will be more interested in one or the other.
Customer Effort Score (CES)
The CES is the most accurate metric to know how effective your work is being. The idea is that the client tells you how much it cost to achieve your objective . In order for the results to be reliable, they must be achieved immediately after the action. The way to achieve the result is very easy, using the appropriate information; in this way, when you have the result, you can take action.
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Typically, a scale of 1 to 7 is used , using the colors of a traffic light . The closer the customer's response is to 1 and green, the better your performance has been. This is a metric that applies to all sectors of the company's activity, which is appreciated.
Customer Satisfaction Score (CSAT)
CSAT is the easiest metric to implement because the answer is extremely simple. In this case , it involves asking the customer directly whether or not they are satisfied with the service. And, obviously, the answers provided will lead to inferences about future actions for day-to-day use.
CSAT is usually calculated using YES/NO responses , numbers , or more recently, emojis . It is advisable to use emojis to achieve greater accuracy in the answers. This is a very useful data point that you can also combine with other metrics.
Net Promoter Score (NPS)
NPS is another interesting type of metric that may be useful to you, implemented since 2003. This technique consists of knowing whether or not a person would recommend the company to a third party . Therefore, it is a way of knowing what the real degree of satisfaction is with a simple question, taking the numbers as a reference.
Typically, a scale of 0 to 10 is used . People who score from 0 to 6 are considered to be less satisfied. Secondly, a person who scores 7 or 8 is considered to be passive . Finally, people who score 9 or 10 , considered to be loyal customers, are likely to recommend .
Obviously, when you send that email, you'll need to assess the percentage of each sector. The higher the percentage of people who score 9 or 10, the better.
Customer satisfaction in Email Marketing is key to improving your work . If you have a specific tool and knowledge of the metrics, everything will be easier. An email marketing solution will help you send mass emails and, ultimately, be more effective.
