NPS Net Promoter Score

Surveys

Use the power of customer feedback to improve your product and  customer experience.

ChurnZero’s integrated survey tool allows you to solicit feedback to measure customer sentiment and satisfaction with your product or business through today’s most popular surveys: Net Promoter Score® (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).

Our surveys enable teams to understand customer satisfaction and sentiment at the individual contact level and at the account level to inform how best to engage with those customers. You can automate follow-up responses to surveys based on the rating given, allowing you to proactively engage an upset customer or solicit a review from a happy customer. Surveys can be delivered through email and In-App Communications, so you can determine when and how to survey your customers to maximize engagement. Surveys can also be integrated into health scoring so you can ensure customer satisfaction is being incorporated when looking at overall customer health.

Surveys give your teams critical information about your customers’ experience that helps you successfully adapt to evolving customer needs.

Net Promoter Score®

Our NPS surveys enable teams to understand customer satisfaction at the individual contact level and at the account level to inform how best to engage with those customers. You can automate follow-up responses to surveys based on the rating given, allowing you to proactively engage an upset customer or solicit a review from a happy customer. Surveys can be delivered through email and In-App Communications, so you can determine when and how to survey your customers to maximize engagement. NPS can also be integrated into health scoring so you can ensure customer satisfaction is being incorporated when looking at overall customer health.

NPS scores give your teams critical information about your customers’ satisfaction that helps you successfully adapt to evolving customer needs.

Customer Effort Score

Customer Effort Score (CES) measures the level of ease or difficulty of a customer’s experience with a product. Customers rank their experience on a seven-point scale. This survey helps to determine how much effort was required to use the product and how likely they are to fully adopt the solution and continue to pay for it.

Customer Effort Score (CES)

Customer Satisfaction

Customer Satisfaction (CSAT) measures overall satisfaction with a product or service. It is calculated by asking a straightforward question to identify satisfaction levels. This survey question and rating scale can be fully customized and is measured by the percentage of responses that are “satisfied”.

Customer Satisfaction (CSAT)