Attract local customers, maintain customer relationships, expand your network of contacts, learn local law, use social mia and be prepar for change. It is important to remember that promoting a business in Germany is a process that requires patience and perseverance. ShareNPS, CSI, CLI, CES, CSAT. Metrics for customer loyalty analysis Author Shalabodin Reading min. Views . K Content NPS Index CSI Index CLI Index CES metric CSat metric NPS Index Net Promoter Score (NPS) is an index of consumer loyalty. The metric allows you to see the ratio of loyal customers to disloyal ones. The methodology for calculating this index is bas on the following scheme A survey is conduct among customers with.
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The question Would you recommend our company to your friends and acquaintances?” and the ability to put an answer from (in no case will I advise) to (I will definitely advise); Bas on the Andorra B2B List responses, users are divid into groups. The first group is loyal customers who rat . . The second group is neutrals with scores of . . The third group is critics with ratings from to . To identify the reason for such an assessment, clarifying questions are ask, Why did you put such an assessment?” These answers will not affect the NPS index, but will help to understand how loyalty can be improv; To calculate the index, the formula is taken NPS = Loyal Customers – Critics Values can take the form – to as a percentage. For example, you have loyal customers, neutrals and critics.
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We substitute the values into the formula and get (loyal) – (critics) = . You can evaluate the results in different ways, but of course if the value is with a – sign, you have obvious problems. NPS CSI Index AFB Directory Customer Satisfaction Index (CSI) is an index of customer satisfaction. This index is design to show how satisfi users are with your company or service after interacting with you. The calculation methodology is as follows We select the entities by which we want to evaluate, for example, assortment, quality of service, price level, etc.
