NPS and CSAT - Customer Satisfaction Metrics Overview
We understand that it can be annoying when a survey request appears in your email inbox, but if you have the time, your feedback is crucial for making Lunchbox a better company and therefore a better partner to you.
It is important for us to provide a means for you to understand the "what" and "why" these survey types are being presented to you, as we go about the efforts of ensuring that your business is getting the best that Lunchbox has to offer you!
What is NPS?
Net Promoter Score (NPS) is an industry-standard survey used to understand how positive or negative a customer experience is. The survey is based on a variation of the question, “How likely are you to recommend our company to a friend or colleague?” on a scale from 0 (not at all likely) to 10 (extremely likely). After we evaluate the survey results, we ask for a bit of information on why you selected the number(s) you did, and that’s it! NPS is very important for Lunchbox!
The numerical rating gives us an at-a-glance status check on our customers’ current sentiment.
The additional comments provide insight into what we are doing well and the expressed areas for improvement.
These comments have the power to change Lunchbox for the better with a real and lasting impact.
These surveys are reviewed by our Leadership Team with feedback being disseminated to any other relevant teams.
Issues with product and usability are sent to our Product Team while notes regarding customer service are reviewed by our Customer Success, Delivery, and Support Teams, and so on.
Example of NPS:
The Lunchbox Team is happy to have an in-depth conversation to discuss your NPS score and other thoughts in order to improve customer satisfaction!
You can be confident that the time you take responding to these surveys is appreciated; the ultimate goal is to make Lunchbox the best partner we can be for you!
What is CSAT?
Customer Satisfaction Score (CSAT) is an industry-standard survey used to understand how positive or negative a customer's experience is. The survey is based on a variation on the question, “How happy are you with your overall experience with our company?” Generally, the response options are presented as unhappy, neutral, and happy. Lunchbox then will ask for a bit of information on why you selected the response you did, and that’s it! CSAT is huge for Lunchbox!
The response gives us an at-a-glance status check on our customers’ current sentiment.
The additional comments provide insight into what we are doing well and the identified areas for improvement.
These comments have the power to change Lunchbox for the better with a real and lasting impact.
These surveys are reviewed by our Leadership Team with feedback being disseminated to any other relevant teams.
Issues with product and usability are sent to our Product Team while notes regarding customer service are reviewed by our Customer Success, Delivery, and Support Teams, and so on.
Example of CSAT:
The Lunchbox Team is happy to have an in-depth conversation to discuss your CSAT score and other thoughts in order to improve customer satisfaction!
You can be confident that the time you take responding to these surveys is appreciated; the ultimate goal is to make Lunchbox the best partner we can be for you!