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Measuring Customer Satisfaction

Gentle makes use of two different methods to measure, analyse and improve customer satisfaction: the Net Promotor Score (NPS) and the American Customer Satisfaction Index. Both methods are part of our standard offer and will provide you with further insights and a better understanding of your customer satisfaction levels. These methods provide you with direct results to ensure that you can actually do something with the feedback you receive. The method is fast, but powerful and efficient.

Net Promotor Score

The NPS method was developed by Satmetrix, Bain & Company and Fred Reichheld in 2003. It is ideal for customers who do not have the time or the desire to answer long questionnaires. The NPS method measures to which extent customers are loyal to your organisation. The results provided by this method can give you the opportunity to immediately take action and, when necessary, directly improve your customers’ satisfaction. The higher the score, the more likely it is that your customers will recommend your company to other potential clients.

American Customer Satisfaction Index

This method was developed by Donald C. Cook and was brought to America in 1994. Here, the customer satisfaction is measured and the customers can suggest potential improvements with the use of an extremely short survey. A higher score can lead to improved loyalty, recommendations to potential clients and more purchasing behaviour. Also, with the use of these results, you can immediately review the level of customer satisfaction and take actions when necessary.

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