Rebelling

How do Brands Measure Customer Satisfaction?

Posted on March 25, 2019 by ittisa-admin

“81% of satisfied customers are more likely to do business with you again if they have a positive experience.”

Customer satisfaction is a key metric for a business to create a long-lasting relationship with its customers. Ongoing satisfaction will eventually lead to customer loyalty. This is because once a customer has placed his/her trust in your brand and is sure of being served well, the customer will keep coming back to you. Moreover, “loyal customers are worth up to 10 times their initial purchase value.”

Measuring customer satisfaction does not require a big budget or involve a very complicated process. In fact, there are some metrics that you can easily incorporate in your current customer relationship strategy to get the required information. Take a look at some of the ways to measure customer satisfaction –

1. Customer Satisfaction Score (CSAT)

Customer Satisfaction Score, also known as Customer Satisfaction Rating provides an aggregated measurement of how satisfied your customers are with your product or services. You have to provide a scale on which customers can rate the product/service (for example, 1-5 or 1-7). It is then calculated by adding the scores, divided by the number of people who have responded.

Customer Satisfaction Score

Source: hubspot.com

The CSAT metric is an easy way of evaluating a customer’s experience in a specific aspect. It can be about the product quality, the delivery speed, the customer support experience, etc.

Skype, Messenger and Whatsapp use CSAT metric.

2. Customer Effort Score (CES)

Similar to CSAT, the Customer Effort Score also measures a particular experience of a customer but instead of a scale, the ease of experience is measured. For example, after a purchase, you can provide a 5 -point scale from Very Easy, Easy, Moderate, Difficult to Very Difficult. Based on the customer response, you can understand how much effort was required to make the purchase and how likely they are to come back for another purchase.

Customer Effort Score

Source: Zingle Blog

You can use CES –

Amazon Prime, QuestionPro are some of the brands that use CES to measure customer satisfaction.

3. Net Promoter Score (NPS)

NPS can be used to measure customer satisfaction and loyalty. Basically, this metric asks the question of “How likely are you to recommended a product/service to a friend/colleague?” The responses that you gather can be divided into detractors, promoters and passives. NPS is then calculated by subtracting the detractors’ percentage from the promoters.

NPS is a good metric to consider for driving retention, product improvement, sales and advocacy. However, there are certain factors that need to be taken into consideration when using NPS would be the channel, frequency (6 months gap is a good duration) and your target audience in your customer base, for example, decision makers, influencers, etc.

NPS for customer satisfaction

Source: GetFeedback

PayTM, BookMyShow, Airbnb are some of the top brands that use NPS.

4. Surveys

Depending on your objective, long surveys via email can also be used for measuring customer satisfaction. You can also customize your survey based on your goals, though always remember that the shorter the survey, the higher are the chances of the completion rate.

customer surveys

Source: hubspot.com

Email surveys are relevant for getting in-depth insights to know your customer’s happiness. Google Forms and SurveyGizmo are some of the online tools available for this purpose.

5. Social Media Monitoring

Social media, in the past few years, has made an immense impact on the brand-customer relationship. Previously, good or bad service feedback was only shared among friends and colleagues, but now social media channels are the first place where people provide their feedback about what they really think about a product or service.

To know whether customers are satisfied with your product/service, it is necessary to track your social media channels, check reviews and feedback. While Facebook and Twitter are the most important platforms, other platforms like Quora, Yelp, etc should also be reviewed to know what people are saying online about your brand.

Customer Social Media Monitoring

The significance of customer satisfaction should not be neglected at any point of business, especially while implementing positioning and marketing campaigns. It not only affects your brand name and sales but also other important metrics like customer churn and lifetime value. It is something that needs to be done on a regular basis, and not just as a means of crisis management. To know more about how to increase customer satisfaction, leave us a message and we’ll get back to you soon!

Posted under: Brand

Women’s Day 2019: Unconventional Campaigns by Top Brands

Posted on March 14, 2019 by ittisa-admin

The world just celebrated International Women’s Day, celebrating womanhood in all its glory and using the day as an opportunity to show women around the world respect, love and appreciation.

Gender equality has been a controversial aspect of India. However, being one of the fastest growing countries of the world, there has been a significant change and progression in this arena and brands have always made use of such opportunities to show customers what they truly believe in. Here are some of the best and unconventional Women’s Day campaigns by brands in 2019 –

1. Prega News – #YourSecondHome

Taking forward the #YourSecondHome campaign on Women’s Day, Prega News focused on making pregnancy comfortable for the domestic house help. The brand focused on the fact that pregnancy is a challenging period for every woman, and physical exertions can lead to a lot of discomforts.

Through this campaign, the brand urged people to extend their care and have a sense of empathy towards the house helps who are expecting mothers and have made other’s homes a better place. Prega News has also created a site where people can sign up to help if they have pregnant house help. Apart from that, a contest was also run where people had to share unique ideas to help their domestic help during her pregnancy.

Prega News Women's Day

The video garnered 9.9M views on YouTube, 6.8M views on Facebook, 117K+ reactions, 2.6K+ comments and 20K+ shares. Watch the video here – https://www.youtube.com/watch?v=fwgzTyZK_SY

2. Candere by Kalyan Jewellers – Celebrating Womanity #EkZindagiKhudKeNaam

In an attempt to urge women to celebrate their individuality and live for themselves, Candere by Kalyan Jewellers launched the #EkZindagiKhudKeNaam campaign – meaning dedicating your life to your own self. The campaign questions the stereotypical mindset of the society that believes that women always dress up for men, or work on their talent only to impress others.

Candere Celebrating Women's Day

With the ending line of the video that says, “Kabhi kabhi mere dil mein yeh khayal aata hai, ki jaise tujhko banaya gaya hai sirf tere aur tere liye”, Candere establishes the fact that beyond their conventional roles, every woman is born equal and have their own identity and should be respected, appreciated and celebrated for the same.

The video witnessed 1M+ views on YouTube, 2.7M+ views on Facebook, 15K reactions and 2K+ shares. Watch the video at: https://www.youtube.com/watch?v=m3hIyhNaCv4

3. Max Fashions – #BehenKuchBhiPehen

The leading fashion brand, Max Fashions encouraged women to shed their inhibitions when it came to choosing clothes and wear whatever they wanted to. Be it the fear of being judged, a comment from a colleague or some perceived notions set by society, there are a lot of factors that prevent women from wearing their favourite styles. The campaign video shows a rap song by Anushka Manchanda, urging women to #BehenKuchBhiPehen.
Roping in celebrities like Kishwer Merchantt, Jwala Gutta, Radhika Apte and Kajal Aggarwal who voiced their opinions on this campaign made it a social media success.

Max Fashion Women's Day

The video gathered 29M views on YouTube, 3.8M views on Facebook, 11K+ reactions and 290+ shares. Watch the video here: https://www.youtube.com/watch?v=3KnTPjge7hU

4. Crossbeats – #ClapsForYourself Contest

One of the popular headphone brands in the country, Crossbeats came up with a unique contest to celebrate Women’s Day this year. The #ClapsForYourself contest encouraged both men and women to perform the highest number of fitness hand claps in 30 seconds. The idea was to clap for every strong woman around us, but with a fitness twist. The participant with the highest number of claps would win a Crossbeat product.

The contest performed very well on social media with numerous fitness enthusiasts taking the challenge on both Facebook and Instagram. The challenge was taken by 150+ people, and a total of 8265 handclaps were performed and viewed by 83K+ people across the nation.

Crossbeats

Crossbeats headphone brand

Watch the video here – https://www.facebook.com/crossbeatsindia/videos/2617144671736199/

5. Liva Fluid Fashion – #MyLifeMyTag

Aditya Birla Group’s Liva Fashion conceptualized the #MyLifeMyTag campaign that celebrates women and applauds them for their dreams, passion, strength and individuality. The video showcased the strong women working with Liva, dropping the ‘tags’ of preconceived notions that society has given them and showcasing their strong personalities. The message sent out in the video is clear – women should be nothing but confident, dynamic and unapologetic for who they really are.

Apart from the campaign, the brand also ran a contest with the same hashtag, urging women to share the tag they have received from society and how they have dropped it. The contest video gathered 1.2M+ views on Facebook.

Liva Fluid Fashion Women's day

The campaign video received 3.1M+ views on YouTube, 377K views on Facebook, 5.2K reactions, 1K shares. Watch the video here: https://www.youtube.com/watch?v=qObtiLfP8fs

6. Terribly Tiny Tales – #BeingWoman

The most popular microfiction platform, Terribly Tiny Tales, ran a series of posts, titled #BeingWoman that highlighted the perils of what modern women go through. Real-life situations like at work, travelling alone, going home late night, etc were showcased with a sarcastic twist.

The series witnessed 6.1K reactions, 350+ comments and 770+ shares on Facebook and 135K+ likes on Instagram.

Terribly Tiny Tales

Being Women

 

Terribly Tiny Tales being women campaign

 

Apart from video campaigns, take a look at some of the creatives shared by top brands –

 

Dogsee Happy international women's day

manforce women's day

ITC celebrating the real Master Chef

Zomato Happy Women's day

Can you think of any other Women’s Day campaign that caught your attention? Leave your reply in the comments section.

Posted under: Brand