{"id":40302,"date":"2021-11-10T04:11:41","date_gmt":"2021-11-10T04:11:41","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=40302"},"modified":"2025-10-08T09:00:51","modified_gmt":"2025-10-08T09:00:51","slug":"measure-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/measure-customer-satisfaction\/","title":{"rendered":"How to Measure Customer Satisfaction In 5 Simple Steps"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/how-to-measure-customer-satisfaction.png\" alt=\"how to measure customer satisfaction\" class=\"wp-image-40322\"\/><\/figure><\/div>\n\n\n\n<p><span style=\"font-weight: 400;\">Have you ever heard, <\/span><i><span style=\"font-weight: 400;\">\u201cCustomer Satisfaction isn\u2019t necessary for a business success?\u201d<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Probably not!<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Because without satisfying the customer\u2019s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren&#8217;t strategically thinking about customer satisfaction, you\u2019re probably following a risky approach.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">And to keep such risks at bay, you must find out <\/span><span style=\"font-weight: 400;\">how to measure customer satisfaction<\/span><span style=\"font-weight: 400;\"> to analyze whether your company will perform well in the future or not.&nbsp;<\/span><\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">(A common picture of the present time)<\/span><\/i><span style=\"font-weight: 400;\"> &#8211; Most companies take customer satisfaction seriously but<\/span> <i><span style=\"font-weight: 400;\">unfortunately, not everyone is successful<\/span><\/i><i><span style=\"font-weight: 400;\">.<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Managing customer satisfaction keeps businesses on their toes, trying out different strategies to catch the pulse of the customer. Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and <\/span><b><i>we are here to help.<\/i><\/b><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. <\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_Customer_Satisfaction\"><\/span><strong>What is Customer Satisfaction?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. It indicates whether you have been successful in meeting customer\u2019s expectations or not.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Once you have followed the right approach to measure Customer Satisfaction, it helps your business identify and work upon the defects for offering a great customer experience and helps grow business revenues passively.<\/span><\/p>\n\n\n\n<p><b>Did you know?<\/b><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">96% of unsatisfied customers don&#8217;t complain and <\/span><a href=\"https:\/\/www.linkedin.com\/pulse\/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t\/\"><span style=\"font-weight: 400;\">91%<\/span><\/a><span style=\"font-weight: 400;\"> of such customers leave and never come back.<\/span><\/li><li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The chances of selling to an existing satisfied customer are <\/span><a href=\"https:\/\/www.linkedin.com\/pulse\/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t\/\"><span style=\"font-weight: 400;\">60-70%<\/span><\/a><span style=\"font-weight: 400;\"> while for a new lead the chances are 5-20%.<\/span><\/li><li style=\"font-weight: 400;\"><a href=\"https:\/\/www.groovehq.com\/customer-service-statistics\"><span style=\"font-weight: 400;\">69% <\/span><\/a><span style=\"font-weight: 400;\">of satisfied customers are likely to recommend the company to others.<\/span><\/li><\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">With such massive impacts of customer satisfaction, why aren&#8217;t you truly focused on improving Customer Satisfaction?<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Should_You_Measure_Customer_Satisfaction\"><\/span><strong>Why Should You Measure Customer Satisfaction?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer satisfaction determines whether or not the customers are delighted with the business they are doing with your company. It could be a game-changer for your brand, and here\u2019s why:<\/span><\/p>\n\n\n\n<h4><b>It acts as a key differentiator\u00a0<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">In the cut-throat market, people no longer value companies for their products and pricing alone, rather they prefer making purchases with the brand that strives to deliver exceptional customer service.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Being in the pursuit of offering the best customer experience, you\u2019ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors.<\/span><\/p>\n\n\n\n<h4><b>It promotes customer retention and loyalty<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Getting customers to make a purchase is an ongoing challenge for every marketing team. Even if their efforts brought results, converting a one-time customer into a repeat buyer is even more laborious.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s why customer satisfaction and retention efforts should shift into gear.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Satisfied customers will return to your business more often in the future and are less likely to get defected to your competitors. Your ongoing efforts to keep them satisfied will reinforce their commitments towards your brand values throughout their customer lifecycle.<\/span><\/p>\n\n\n\n<h4><b>It reduces negative word of mouth\u00a0<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Whenever a friend or family member seeks help, it\u2019s the satisfying experience that comes to a customer\u2019s mind while recommending a brand.&nbsp; Therefore, a great customer experience could drive in more sales as the majority of online shoppers prefer personal recommendations over brand advertisements.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">All in all, happy customers are always fruitful and they could also turn into brand advocates. While on the other hand, unhappy customers won\u2019t just cost you revenues, but also they will share their bad experiences with their peers.&nbsp;<\/span><\/p>\n\n\n\n<h4><b>It assists in making smarter business decisions<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">When you know the drawbacks of your products, you can take measures to enhance the overall health of your customer base. The CSAT data assists you to focus the priorities for developing and refining your existing products and services. This way you can make wise decisions to <a href=\"https:\/\/www.dominion.com\/asset-protection\/when-should-a-growing-business-prioritize-asset-protection\">grow your business<\/a> while keeping customers at the forefront.<\/span><\/p>\n\n\n\n<h4><b>It offers a better eye on improvements\u00a0<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">The process of satisfying the customers will run you through various analyses about your products and services in order for them to offer a delightful experience. This makes the internal teams perceptive and urges them to focus on the areas and aspects that need improvements.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">From the above discussion, it\u2019s clear how important it is to measure customer satisfaction. However, what often gets tough is how to measure it effectively and safeguard your business from negative impacts. Let\u2019s have a look in the following section.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_To_Measure_Customer_Satisfaction_CSAT\"><\/span><strong>How To&nbsp;Measure Customer Satisfaction (CSAT)<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/5T4oswGNTI4?si=7gaiLsRYb2pKA9io\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Understanding customer experience and their satisfaction levels during their interaction with your business are crucial for success. There are several ways to measure and track customer satisfaction. But before we dig into these methods, let us go through some best practices for measuring customer satisfaction.<\/span><\/p>\n<p><!-- \/wp:post-content --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>Step 1: Set Goals and Plans<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">The foremost step in measuring customer satisfaction is creating a game plan and defining clear objectives.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Consider analyzing the questions such as:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How will you <a href=\"https:\/\/www.proprofssurvey.com\/blog\/collect-customer-feedback\/\">collect customer feedback<\/a>?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What do want to achieve via customer satisfaction metrics?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What questions would you like to ask the customer?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What you will do with the collected information?<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Now that you have a plan, it\u2019s time to set measurable goals such as improving customer satisfaction by 25% in the first quarter.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Taking time in defining goals can lay a strong foundation of the journey to effectively measure customer satisfaction.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<div style=\"padding: 34px 27px; background-color: #add8e6; font-weight: 400;\"><b>Read More &#8211; <a href=\"https:\/\/www.proprofssurvey.com\/blog\/customer-feedback-tools\/\">Best Customer Feedback Software For Your Business<\/a><\/b><\/div>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>Step 2: Taking Performance Indicators into Account\u00a0<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Centered on your plans and objectives, choose what type of metrics measure customer satisfaction. What type of surveys do you wish to send? Will you also collect unsolicited feedback?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Commonly used Customer Satisfaction evaluation metrics are:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<h4><b>(a) <a href=\"https:\/\/www.proprofssurvey.com\/blog\/net-promoter-score-survey\/\">Net Promoter Score (NPS)<\/a><\/b><\/h4>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Net Promoter Score is one of the commonly used metrics to track customer satisfaction and loyalty toward a brand. More than any other metrics, NPS offers an easy-to-understand score that determines how customers feel about your brand or products. Measuring Customer Satisfaction with NPS starts with a simple question just after an interaction or at set intervals during the customer journey.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b>\u201cHow likely are you to recommend this [product\/service\/brand] to your friend, relative, or colleague?\u201d<\/b><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40303} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40303\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/NPS-survey.png\" alt=\"nps survey\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Based on the responses, you can easily segment your customers into:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Promoters (9-10): <\/b><span style=\"font-weight: 400;\">These are loyal customers who intend to purchase more often and have the potential to be converted into brand advocates.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Passives (7-8):<\/b><span style=\"font-weight: 400;\"> These customers could be seen as mediocre, i.e., the ones at the risk of getting defected.<\/span><\/li>\n<li><b>Detractors (0-6):<\/b><span style=\"font-weight: 400;\"> These customers are generally unsatisfied with your services and are at a high risk of churn. Also, they could leave negative feedback for your business over social media or product reviews.<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Also, you can add an extra layer in the form of a follow-up question to understand what aspects of your product or service are making them unhappy.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><a href=\"https:\/\/www.proprofssurvey.com\/blog\/calculate-net-promoter-score\/\"><b>How to Calculate your NPS?<\/b><\/a><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Calculate the percentage of detractors and then subtract it from the percentage of promoters.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40304} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40304\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/Calculate-NPS.png\" alt=\"Calculate NPS\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">For example, a total of 10 customers have filled out the survey. There is 1 detractor, 3 passives, and\u00a0 6 promoters. Now subtract 10% from 60%, you will get 50%.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">So, <\/span><b>50<\/b><span style=\"font-weight: 400;\"> will be your NPS.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<div style=\"padding: 34px 27px; background-color: #add8e6; font-weight: 400;\"><b>Read More &#8211; <a href=\"https:\/\/www.proprofssurvey.com\/blog\/good-net-promoter-score\/\">What Is a Good Net Promoter Score<\/a><\/b><\/div>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<h4><b>(b) <a href=\"https:\/\/www.proprofssurvey.com\/blog\/customer-satisfaction-score\/\">Customer Satisfaction Score (CSAT)<\/a><\/b><\/h4>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Customer Satisfaction Score arms you with a clear insight into whether your customers are happy with your product or not. It may also be used to have an overall opinion of the customers about your company, product, service, or a specific aspect such as customer support.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">You can request feedback via <\/span><span style=\"font-weight: 400;\">customer satisfaction score surveys<\/span><span style=\"font-weight: 400;\"> on a scale of 0-5 at any touchpoint of their customer journey that could be a post-purchase, or right after the interaction with the support team to garner honest feedback from the customers.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b>How to Calculate your Customer Satisfaction Score?<\/b><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s assume we\u2019ve collected feedback from 8 customers as shown in the table below:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40305} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40305\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/csat-example.png\" alt=\"csat example\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">CSAT score could be measured via two commonly used methods:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b>Method 1: <\/b><span style=\"font-weight: 400;\">Dividing the sum of all scores by the sum of the maximum possible scores.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40306} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40306\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/csat-formula.png\" alt=\"csat formula\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Now we would simply divide the total score of 26 by the maximum possible score of 40.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40307} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40307\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/csat-calculation.png\" alt=\"csat calculation\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b>Method 2: <\/b><span style=\"font-weight: 400;\">Another way to calculate CSAT is the percentage of happy respondents, i.e., customers with scores 4 and 5.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40308} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40308\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/csat-formula-1.png\" alt=\"csat formula\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">So, we have a total of 3 respondents with scores 4 and 5; hence we will simply divide 3 with the total number of respondents i.e., 8.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40309} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40309\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/csat-calculation-1.png\" alt=\"csat calculation\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Despite measuring Satisfaction, analyzing CSAT scores will also let the businesses measure their overall performance. Since CSAT surveys mainly focus on short-term customer experiences, you must leverage other metrics as well; such as Customer Effort Score, Customer Health Score, and Customer Churn Rate.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<h4><b>(c) <a href=\"https:\/\/www.proprofssurvey.com\/blog\/good-customer-effort-score\/\">Customer Effort Score (CES)<\/a><\/b><\/h4>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Measuring customer effort score emphasizes gauging the customer experience on the level of ease or difficulty experienced by a customer while completing a specific action on the website like purchasing or understanding a specific product feature.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">For example, ProProfs asks about the user experience of a knowledge-base article:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40310} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40310\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Effort-Score.gif\" alt=\"Customer Effort Score\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p>\u00a0<\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Customers usually crave low-effort interfaces and experiences. Thus, CES could clearly indicate customer satisfaction and also identifies bottlenecks and areas for improvement.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<div style=\"padding: 34px 27px; background-color: #add8e6; font-weight: 400;\"><b>Read More &#8211; <a href=\"https:\/\/www.proprofssurvey.com\/blog\/user-experience-survey\/\">User Experience Surveys: 10 Questions to Ask<\/a><\/b><\/div>\n<p><!-- wp:paragraph --><\/p>\n<h4><b>(d) Customer Churn Rate (CCR)<\/b><\/h4>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Churn Rate is also known as the rate of attrition, which determines the number of customers leaving your business in a given period of time. And it\u2019s more than crucial to count them.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">SaaS organizations, for instance, leverage post-cancellation surveys to identify the service gaps or trends causing customer churn. Such insights and metrics also assist in developing robust customer retention strategies.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>Step 3: Designing Surveys and Questionnaires<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Depending upon your goals you can <\/span><span style=\"font-weight: 400;\">design customer satisfaction surveys<\/span><span style=\"font-weight: 400;\"> in different formats. However, make sure to follow a consistent format throughout the survey. It helps offer a better user experience because providing clear directions will lead to capturing quality data, as users will feel engaged and excited about answering your questions.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">If the questions are not arranged in a logical flow, it may confuse the respondents. Hence must ensure to:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Mark important questions as compulsory.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Avoid ambiguous questions and keep question length short.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Provide sufficient, clear options for the users to choose from.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Add <\/span><a href=\"https:\/\/help.proprofssurvey.com\/how-to-set-up-skip-logic-for-proprofs-survey\"><span style=\"font-weight: 400;\">conditional branching<\/span><\/a><span style=\"font-weight: 400;\"> to present only relevant questions based on previous answers.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Add images for better understanding and an engaging survey.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customize with interactive <\/span><a href=\"https:\/\/help.proprofssurvey.com\/add-company-logo-to-proprofs-survey\"><span style=\"font-weight: 400;\">themes, colors, and brand logo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">This will urge more visitors while saving a lot on their time and provide honest feedback on their latest interactions or products and services.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>Step 4: Analyze Customer Feedback<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Now that you have successfully gathered customer feedback, it\u2019s time to leverage deep analysis to measure customer satisfaction. You probably end up having two types of data:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b><a href=\"https:\/\/www.proprofssurvey.com\/blog\/quantitative-data\/\">Quantitative data<\/a>:<\/b><span style=\"font-weight: 400;\"> Such data is generated by close-ended questions in a survey such as multiple types, <a href=\"https:\/\/www.proprofssurvey.com\/blog\/rating-scale\/\">rating scale<\/a>, yes\/no, agree\/disagree questions. You will be able to use this data for analysis in a structured format.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b><a href=\"https:\/\/www.proprofssurvey.com\/blog\/qualitative-data\/\">Qualitative data<\/a>:<\/b><span style=\"font-weight: 400;\"> This type of data is text-based rich data and is generated by open-ended survey questions, emails, and social media. Qualitative data, however, takes a long time to process and analyze via a manual process.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">The effective analysis of customer feedback data will render insights into customer behavior and helps portray the level of customer satisfaction.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<div style=\"padding: 34px 27px; background-color: #add8e6; font-weight: 400;\"><b>Read More &#8211; <a href=\"https:\/\/www.proprofssurvey.com\/blog\/qualitative-vs-quantitative-data\/\">Qualitative vs Quantitative data<\/a><\/b><\/div>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>Step 5: Take Appropriate Actions and Repeat<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">After a thorough analysis, list the main issues that degrade customer satisfaction. Plan the processes and share these insights with internal teams for product and process improvements. Make necessary changes and be consistent in tracking these vital metrics as to how they emerge over time.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Whatever be your action plan, make sure to collect customer feedback frequently to see if there have been any changes in the customer satisfaction levels.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Methods_For_Measuring_Customer_Satisfaction\"><\/span><strong>Methods For Measuring Customer Satisfaction<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Considering the endless benefits, every organization must have \u201cCustomer Delight\u201d on the top priority list. However, not everyone is successful in identifying the right approach to accomplish this, because measuring customer satisfaction isn\u2019t as straightforward as measuring business revenues or website visitors.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Then, what\u2019s the solution to it?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Yes! Great methods exist. Let us uncover the best ways to measure customer satisfaction that you can apply for your business, right away.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>1. <a href=\"https:\/\/www.proprofssurvey.com\/blog\/customer-satisfaction-survey\/\">Customer Satisfaction Survey<\/a><\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Undoubtedly, customer opinion and feedback are the essential aspects that foster crucial decisions in an organization for scalability and better growth. If you\u2019re unaware of what your customers think, it could be tedious to retain them or engage them for future purchases.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately; most of the businesses fail to figure out the most important factor \u201cHOW\u201d.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Customer Satisfaction Survey acts as the knight in the shining armor, here.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40311} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40311\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/Customer-Satisfaction-Surveys.png\" alt=\"Customer Satisfaction Surveys\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">This is considered the standard approach for collecting data on customer satisfaction.\u00a0 Such surveys <\/span><span style=\"font-weight: 400;\">serve different purposes<\/span><span style=\"font-weight: 400;\"> and come in all shapes and sizes. Normally ranging from 5-10 questions, Customer Satisfaction Surveys could be sent after a customer makes a purchase or in a span of every 90 days with the general-purpose to assess how happy your customers are with your product or service.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>2. <a href=\"https:\/\/www.proprofssurvey.com\/blog\/email-surveys-guide\/\">Email Survey<\/a><\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Another easy way to collect customer insights is through <strong>Email survey<\/strong>.\u00a0 It\u2019s the method to send a survey to your customers via email in a matter of few clicks. Via emails, customers can easily navigate through the links and take surveys &#8211; making it easier for businesses to collect customer feedback and other essential data.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">You can <\/span><span style=\"font-weight: 400;\">leverage Email Surveys<\/span><span style=\"font-weight: 400;\"> in many ways:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Post-Purchase Surveys\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer Loyalty Surveys<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Employee Onboarding Surveys\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofssurvey.com\/net-promoter-score-survey\/\">NPS Surveys<\/a>\u00a0<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">You can use one of the following ways:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>1. Hyperlink the text<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Just when you start circulating your emails such as a welcome or a thanks email, it would be smart to include the surveys by hyperlinking the text to your survey URL(s).<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40312} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40312\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/email-survey.png\" alt=\"email survey\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph {\"align\":\"center\"} --><\/p>\n<p class=\"has-text-align-center\">Source: Neil Patel<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">For this, you\u2019ll need to create a Call-To-Action such as \u201cShare a Survey\u201d or \u201cHow was your experience\u201d, which will be linked to the Survey browser.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>2. Hyperlink an Image<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">As an add-on to your Email Survey efforts, hyperlinking an image is considered a significant way to make survey emails more attractive. Rather than hyperlinking a text (as mentioned above), you\u2019ll need to link a relevant image or a text-based image to your Survey URL.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40313} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40313\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/email-survey-1.png\" alt=\"email survey\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph {\"align\":\"center\"} --><\/p>\n<p class=\"has-text-align-center\">Source: Growth Marketing Stage<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>3. Embed Survey Question\u00a0<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Another likely method to share surveys via emails is to directly embed a survey question(s) to allow the customers to respond directly from their inbox.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40314} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40314\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/email-survey-2.png\" alt=\"embed email survey\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">This method is simpler and ensures a higher survey response rate than the others.\u00a0\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Apart from the above methods, you can create engaging and personalized subject lines and email body text to reap maximum benefits from <strong>Email Surveys<\/strong>. Make sure to create mobile-friendly surveys, and you can use a robust platform such as <\/span><span style=\"font-weight: 400;\">ProProfs Survey Maker<\/span><span style=\"font-weight: 400;\"> to create and send survey links via email.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<div style=\"padding: 34px 27px; background-color: #add8e6; font-weight: 400;\"><b>Read More &#8211; <a href=\"https:\/\/www.proprofssurvey.com\/blog\/best-time-to-send-survey\/\">Best Time to Send a Survey<\/a><\/b><\/div>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>3. Social Media<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">In this digital era, people are more vocal than ever before. They share their expectations and experiences over their favorite social media platforms. Platforms such as Instagram and Facebook have become effective marketplaces and the source for the customers to share brand\/product reviews. This human behavior helps brands and individual influencers to grow on instagram and facebook.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Hence, understanding what your customers are sharing over social media will reveal their perception of what they really think about your product\/services.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">But how to leverage Social Media effectively?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">The prime consideration is to be proactive in monitoring and tracking your brand mentions across social media platforms. 24\/7 availability enables the brands to instantly analyze and responds to the customers.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Such mentions could include your brand name or phrases related to your products and services.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">For example, <\/span><i><span style=\"font-weight: 400;\">\u201cWorst customer experience with <\/span><\/i><b><i>XYZ (brand)<\/i><\/b><i><span style=\"font-weight: 400;\">, I haven\u2019t got a solution to my problem even after sending out 5 emails\u201d\u00a0<\/span><\/i><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Such negative mentions clearly indicate whether your customer is satisfied with your brand or not.\u00a0 Now you can quickly share this information with your support team to resolve the customer query instantly.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>4. Web Intercepts\u00a0<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Website visitors are highly observant and while shopping online or surfing around your website for information, they form opinions about their experiences. Everything adds to the experience from the page loading speed, availability of live chat, to the quality of the information available on your website.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Considering these factors, it\u2019s really important that you are aware of their experience and opinions?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Website intercept surveys are an effective way to serve this purpose. Such surveys are able to capture \u201cin-the-moment\u201d feedback for the visitors and it could be displayed either as a pop-up message or as a display ad on the website.\u00a0 Moreover, according to your audience persona, you can set the display option based on the actions such as the number of clicks, hovers, scrolls, or after a specific amount of time a user has been on your website.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">What makes Web Intercept Surveys more compelling?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They possess a higher response rate\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They are able to gather real-time feedback\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They offer the ability to respond quickly\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They have the potential to capture every website visitor.<\/span><\/li>\n<\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">In a nutshell, website intercept surveys have an increased number of open and response rates. This makes them an effective way to have an accurate picture of how customers feel while interacting with your online store\/website.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading {\"level\":3} --><\/p>\n<h3><b>5. Analyze Customer Support Data<\/b><\/h3>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Owing to the numerous benefits, it\u2019s wise to collect and keep the customer support data for future references. It can assist you with accurate and measurable insights to effectively measure customer satisfaction.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>Look into Support ticket trends<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Regardless of the quality products and services you offer, it\u2019s certain that you\u2019ll receive a few customer complaints. Similarly, for startup companies and newly launched products, it\u2019s normal to receive feedback and complaints. However, as the product\/business gets older, you should aim at minimizing the number of complaints you receive.\u00a0\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">So, just because the number of tickets determines how many customers are unsatisfied with your services, it\u2019s crucial to analyze the trend over a period of time. And for effective analysis, tag each ticket as per the type of query, such as bug, suggestion, question, downtime, etc.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>Interactions per ticket\u00a0<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">At the outset, you should offer services that completely satisfy customer\u2019s needs. Still, receiving complaints is inevitable. But for operational purposes, it is important to define an ideal number of interactions per ticket.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Having too many interactions per ticket means your team is not taking effective measures to escalate the customer queries quickly. Hence, closely look into the data and find out alternatives if you seek an unprecedented rise in the number of interactions per ticket.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h4><b>Average Resolution Time<\/b><\/h4>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Despite instantly responding to customer queries, it&#8217;s also vital to quickly resolve them. Time taken to resolve a query plays a crucial role in customer satisfaction levels. Therefore, keeping an eye on the average resolution time is considered important to elevate the levels of customer satisfaction. Here\u2019s how to calculate Average Resolution Time:<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"align\":\"center\",\"id\":40315} --><\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" class=\"wp-image-40315\" src=\"https:\/\/www.proprofssurvey.com\/blog\/wp-content\/uploads\/2021\/11\/Average-Resolution-Time.png\" alt=\"Average Resolution Time formula\" \/><\/figure>\n<\/div>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">However, you need to employ robust QA systems to make sure that the data is genuine as per the actual number of resolved tickets. <\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Relation_Between_Customer_Satisfaction_And_Loyalty\"><\/span><strong>Relation Between Customer Satisfaction And Loyalty<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Customer loyalty is nothing but a consumer\u2019s intention to consistently re-purchase preferred products and services from a brand regardless of situational factors that might result in switching behavior.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Who doesn\u2019t want a loyal customer base? But, does Customer Satisfaction ensures Customer Loyalty?\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">To a greater extent, yes!\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">It has been observed that the customers tend to continue their relationship with the brands as long as they are receiving better value than they would receive from the alternates.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Also, customer loyalty is formed by continuous satisfaction of a customer followed by emotional attachment with a brand that produces willingness and consistency in the customer-brand relationship.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">However, it\u2019s not necessary that a satisfied customer will always be loyal to a brand. There could be: a) Satisfied but disloyal customers, b) Unsatisfied but loyal customers.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><b><i>Loyalty can be vulnerable because even if consumers are satisfied with the services because they can still defect if they feel they can get better value, convenience, or quality elsewhere.<\/i><\/b><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Even though customer satisfaction is not an actual determinant of customer loyalty, yet it contributes to building the loyalty of the customers. This is the chief reason as businesses emphasize elevating the CSAT scores in order to have a loyal customer base.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Improve_Customer_Satisfaction\"><\/span><strong>How to Improve Customer Satisfaction<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Now that you are well-versed with the importance of Customer Satisfaction analysis and the ways to measure it,\u00a0 you\u2019re already on the right track to <\/span><a href=\"https:\/\/www.proprofschat.com\/blog\/how-to-achieve-customer-satisfaction\/\"><span style=\"font-weight: 400;\">keep your customers happy.<\/span><\/a><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">However, what if you\u2019ve found that your customer satisfaction levels aren\u2019t high?<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Well, it all boils down to how determined you are towards your customer success goals. In any case, if you\u2019re failing to achieve the same, don&#8217;t feel disheartened, the ball is still rolling in your court.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s so much you can improve on; let\u2019s have a look:\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h3><strong>Incorporate Customer-Centric Culture<\/strong><\/h3>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">The term \u201cCustomer-Centric Culture\u201d is often misinterpreted among businesses. Merely stating that customers are on the top of your mind isn\u2019t going to fetch plausible results.\u00a0\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">The key is to truly understand the customer and anticipate what they actually want. Be it their needs, communication preferences, or a delightful experience, you have to adopt a 360-degree approach to cultivate long-lasting relationships with them.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, it\u2019s easier said than done.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s consider your own personal experiences with any of your favorite brands. How they make it easier for you to do business with them, how they communicate with your preferred channels at your preferred time, or how they offer discount coupons at the time you intend to make a purchase. Now think of the others, which fail to serve in your preferred ways.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Probably you won\u2019t get ahead with the ones that fail to spark the sense of joy.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">All in all, customers aren\u2019t afraid of moving towards the competitors, but it\u2019s essential for you to remain in tune to keep them satisfied and loyal for the years to come.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h3><strong>Incorporate Honesty and Keep your Promises<\/strong><\/h3>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Penetrating through and securing the top space in the fierce competition is the chief goal of every brand\u2019s marketing efforts. People often make false promises to allure the audience and end up losing them for failing out to keep their promises.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Clearly, it isn\u2019t the wise choice, if you\u2019re intending for long-term business success. Present what you are best at, and promise what you can deliver. Such an approach will undoubtedly contribute to delivering promising services and keeping your customers satisfied for long.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h3><strong>Incorporate an Outcome-Focused Work Environment<\/strong><\/h3>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Your team will never know how their performance and efforts are impacting their brand if they aren\u2019t aware of their goals. Sharing your objectives and periodic achievements helps to portray a clear picture of how their efforts are impacting CSAT scores and what they should change\/inherit to elevate them.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Setting up a Help Desk software ensures that all the concerned team members could have detailed insights about the productivity goals and could collaborate for strategic decision-making.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<h3><strong>Keep Measuring Customer Satisfaction<\/strong><\/h3>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Customer Satisfaction Scores are dynamic that changes with any change in the products and services offered by your brand. Hence, it\u2019s important to regularly monitor and track Customer Feedback to analyze what are the new areas for improvement and what improvements have brought positive results. However, it\u2019s always advisable to bank upon <\/span><span style=\"font-weight: 400;\">a versatile<\/span> <a href=\"https:\/\/www.proprofssurvey.com\/blog\/best-online-survey-tools\/\"><span style=\"font-weight: 400;\">survey tool<\/span><\/a><span style=\"font-weight: 400;\"> that contributes towards achieving your brand\u2019s CSAT goals.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Turn_Your_Customer_Satisfaction_Efforts_Into_Actions\"><\/span><strong>Turn Your Customer Satisfaction Efforts Into Actions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/yvTDjszNJzM?si=hu_Y1CcNFpK1uR6F\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Measuring customer satisfaction is not just inheriting a good practice, but it has become a compulsion. While on the way to elevate customer satisfaction, you will be gathering feedback, identifying key demands, taking initiatives for improvements &#8211; all for eventually improving customer experiences.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">First, you should know where you currently stand that will present you with information on existing standards. Now use the information wisely and set your goals before designing your program on <\/span><span style=\"font-weight: 400;\">how to measure customer satisfaction<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">Above all, having the right tool such as <\/span><span style=\"font-weight: 400;\">ProProfs Survey Maker<\/span><span style=\"font-weight: 400;\"> is equally important to effectively create campaigns for measuring Customer Satisfaction.\u00a0<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><span style=\"font-weight: 400;\">And when you know how your customers feel about your products and services you can make informed decisions for increased customer retention, higher revenues, and a flourishing business.<\/span><\/p>\n<p><!-- \/wp:paragraph --><\/p>","protected":false},"excerpt":{"rendered":"<p>Have you ever heard, \u201cCustomer Satisfaction isn\u2019t necessary for a business success?\u201d Probably not! Because without satisfying the customer\u2019s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren&#8217;t strategically thinking about customer satisfaction, you\u2019re probably following a risky approach. And to keep&#8230;<\/p>\n","protected":false},"author":6,"featured_media":42187,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-40302","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Measure Customer Satisfaction in 5 Easy Steps<\/title>\n<meta name=\"description\" content=\"Learn the easiest ways to measure Customer Satisfaction and best approaches to remain at the top of the competition with a high Customer Satisfaction score.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofssurvey.com\/blog\/measure-customer-satisfaction\/\" 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