Understanding Content Marketing Institute’s Content Marketing Framework

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The greater the sum of the results, the better the customer satisfaction index: Likert scale The result can be obtained by dividing the number of people who responded positively by the total number of respondents. By multiplying this value by %, you will discover the percentage of customers satisfied with your brand. CSAT NPS (Net Promoter Score) Calculation NPS is a type of online satisfaction survey, carried out through specialized platforms.

This type of evaluation uses a rating system, from to , to measure algeria whatsapp data general customer satisfaction and indicate the likelihood of them recommending your company to a friend or family member. The grades are divided between: detractors ( to ): they are dissatisfied consumers, who negatively affect your brand through negative “word of mouth”. They talk about their bad experience on the company's contact channels with the public and can discourage other customers; neutrals ( and ): these are customers who are satisfied with the experiences provided by the company, but are very susceptible to offers and deals from your company's competitors; promoters ( and ): these are loyal customers who will continue with the brand, make purchases and recommend it to other people.

The company can prepare a short questionnaire, but the main question should be: how likely are you to recommend the brand to someone? The NPS results are more understandable because the answers are less influenced by the customer's mood, unlike satisfaction surveys, which aim to evaluate the emotion during an action taken (support service or acquisition of a good or service), not the intention.